Kaisie-Lee Reynoldson

Lead the day-to-day operation of a 15-person Service Desk team, ensuring the consistent delivery of high-quality customer support across phone, email, web and live chat channels while maintaining service levels and customer satisfaction.

Key Responsibilities:

• Lead, coach and develop a team of 15 customer support analysts through regular 1-1s, performance reviews, coaching sessions and tailored development plans.
• Manage workforce planning, rotas, annual leave, attendance and resource allocation to ensure appropriate staffing levels and effective operational coverage.
• Monitor and report on key operational metrics, including SLAs, KPIs, backlog and service performance, using data to identify trends and drive continuous improvement.
• Produce regular management reports using Excel, ServiceNow and 8x8, providing operational insight to senior leadership and supporting business decision-making.
• Build strong relationships with managers and internal stakeholders, acting as a key operational contact and providing administrative and service delivery support across multiple departments.
• Introduced improvements to triage processes and workload management, helping reduce backlogs and improve SLA performance.
• Plan, organise and facilitate team meetings, ensuring actions are documented, communicated and followed through to completion.
• Lead operational planning during peak demand periods, including the annual September school onboarding, ensuring service continuity and maintaining customer satisfaction despite significantly increased workloads.
• Manage and analyse customer feedback, identifying recurring themes and trends to improve processes, enhance customer experience and support service improvements.
• Support the implementation of operational changes, embedding new processes and helping teams adapt to evolving business requirements.
• Promote a positive, collaborative and accountable team culture, encouraging continuous improvement and high levels of employee engagement.

Key Achievements

• Successfully improved service performance by introducing more effective workload management and triage processes.
• Built a highly engaged and collaborative team culture where colleagues feel supported, motivated and accountable for delivering excellent customer service.
• Consistently maintained operational performance during periods of organisational change, reduced staffing and increased customer demand.

• Managed a high volume of customer interactions across phone, web cases and email channels, developing strong product knowledge and delivering effective solutions within agreed service levels.
• Managed shared inboxes and prioritised customer enquiries based on urgency, impact and service requirements to ensure timely resolution.
• Supported complex customer escalations, investigating issues, coordinating resolutions and maintaining strong customer relationships.
• Collaborated with internal teams to identify recurring issues, share customer feedback insights and support improvements to products and processes.
• Contributed to service improvement initiatives, identifying opportunities to improve web case processes and helping deliver a 30% improvement in case closure rates.
• Acted as a trusted point of support for colleagues, taking on additional responsibilities including management reporting, statistical analysis, supporting new starter training and deputising for leadership during periods of absence.

• Delivered high-quality customer service by supporting customers with purchases, providing tailored product advice and resolving queries and complaints professionally.
• Built strong customer relationships through effective communication, problem-solving and a proactive approach to meeting customer needs.
• Worked towards and consistently achieved weekly sales and performance targets, contributing to overall store success.
• Managed daily retail operations including cash handling, stock management, merchandising and maintaining effective shop floor standards.