Ilaria Inglese

• I lead a team of 10 highly skilled Customer Service Agents, responsible for Inbound, Administration, Webchat, Complaints, and Retention, across both the UK and Spanish markets. Since joining the company, I have successfully ensured that 100% of the team consistently meets and exceeds all six KPIs each quarter.
• Identified team development opportunities and managed performance by conducting bi-weekly one-on-one sessions and providing ongoing coaching to support individual growth and enhance overall team performance.
• Since joining the company, I have contributed to various additional projects, delivering significant impact and driving positive outcomes across the board.

International Market:

• Launched the Spanish markets and supported the Italian market by creating the strategy, new processes, tools and monitor and track performance to align with the UK market. This helped me develop collaboration with other stakeholders.
• Support Quality team for International by auditing calls for risk and compliance as well as identifying coaching needs and providing training with a team currently hitting 90% QA success versus 85% target.
• Contributed to the development of the first European office in Barcelona by interviewing candidates that aligned with business values and cultural differences.
• Collaborated with the commercial team in Spain to support training efforts, reducing seller contacts and driving customer engagement, while strengthening the relationship between Commercial and Customer Service teams.

Retention KPIs and strategy:

• I developed a strategy based on a company initiative aimed at boosting revenue through improved customer retention. By implementing my strategy, my team achieved a 20% increase in the conversion rate, reaching an overall conversion rate of 74%. The strategy was shared across operations and successfully adopted, earning me an operational award in recognition of the results.

Proactive campaign:

• Worked in a team that led the development and execution of a new proactive pilot program designed to enhance performance through a refreshed team and strategy. The initiative focused on driving upsells, cross-selling, and improving the customer experience by proactively engaging enterprise customers.
• In the first month of the pilot, the team successfully generated £238k in funding for customers, improved sentiment by 3%, and increased cross-sell rates to 23%, up from 16% under the previous proactive structure. The pilot was integrated into Business-As-Usual (BAU) operations, contributing to revenue growth and reducing churn.
• My team successfully achieved all the KPIs of the proactive campaign as well as the customer service KPIs outside the pilot.

• Bereavement team: worked in the bereavement team with the objective to improve processes for Bereavement cases and communication with the legal team.
• Diversity programme: Being trained within the company to run seminars for diversity and completed BYP Black Experience Course.

• Managed a team of 15 to 20 Customer Service Representatives in a 24/7 Contact Centre, overseeing both in-office and remote operations.
• Played a key role in launching the new 24/7 contact centre with a newly formed team that I coached and developed as well as overseeing migration of our customers into the new system.
• Training Project: Coordinated and managed the development of a new training structure for the launch of the new system, selecting experienced team members for development opportunities and training them to become trainers. Successfully enhanced the training framework and materials, ensuring effective knowledge transfer and smooth implementation.
• Chat 24/5 Project: successfully led and coordinated the upgrade of company clients to operate within extended chat hours as well as training the team in the new channel and upskilled them.
• Global Communication Strategy Project, collaborating with the senior management team to improve global communication strategies, aligning with the company’s priority to enhance team engagement creating new channels of communication.
• Acted as Deputy Contact Centre Manager in their absence, providing support in coaching and mentoring new team leaders.
• Audited calls for risk and compliance, identifying coaching needs and providing targeted training to support agents and drive performance.
• Led ad-hoc activities to ensure smooth contact centre operations, including conducting training sessions, creating procedural documents, and delivering demos on topics such as Data Protection.
• Demonstrated a strong understanding of UK Management/HR policies, leading dismissal meetings and disciplinary actions when necessary.
• Worked in a regulated environment, ensuring effective risk management and compliance with regulatory requirements.
• Developed and implemented a strategy to improve customer service satisfaction on Trustpilot, focusing on enhancing external feedback and reviews.

• Customer service in a contact centre in English, Italian and Spanish with 98% Quality performance.
• Administrates Shareholders accounts via calls, emails and webchats.
• Improved customer satisfaction by effectively handling complaints and inquiries.

• Manage a team of 30 employees (Front of house and Back of house staff)
• Managed recruitment portal and coordinated interview process
• Monitored stock levels regularly; minimised waste and over-ordering incidents as well as budgeting
• Supported Assistant Manager development through weekly mentoring and quarterly review sessions
• Quarterly business reviews and appraisals with my Operation Manager
• Driving sales and team performance to meet KPI's targets
• Ensuring compliance with licensing, GDPR, hygiene and health and safety legislation