Kaitlyn Clark
Brirdged,Mid Glamorgan
Summary
Experienced and proactive Service Desk Manager with an understanding for enhancing customer satisfaction. Led my core team to improve response times, implement new support systems, and elevate service standards. Focused on fostering collaborative environment that drives continuous improvement and innovation.
Overview
5
5
years of professional experience
Work history
Service desk manager
CGI
Bridgend, County Borough of Bridgend
04.2023 - Current
- Managed team of technicians to ensure timely resolution of customer queries.
- Organised workspaces for employees with computer, monitors and associated cabling or equipment.
- Prioritised service desk tickets based on urgency, resulting in improved customer satisfaction rates.
- Delivered SLA and KPI agreements and kept them in the green.
- Boosted team morale and productivity through motivational leadership style.
- Liaised with Service Delivery managers efficiently and built strong relationships
- Updated and improved knowledge bases
Log and Pass Analyst
CGI
Bridgend, County Borough of Bridgend
03.2022 - 04.2023
- Maintained utmost accuracy whilst handling sensitive data.
- Reviewed peers' work to ensure highest quality of output,.
- Contributed to team projects by providing key analytic insights.
- Collaborated with cross-functional teams to implement operational improvements and business strategies.
Retail store assistant
Screwfix
Bridgend, County Borough of Bridgend
02.2020 - 03.2022
- Provided expert advice on products, enhancing customer experience.
- Resolved customer complaints promptly, fostering loyalty and trust.
- Collaborated with management regularly for store improvement strategies.
- Handled stock and inventory for smooth store operations.
- Processed returns and exchanges efficiently, ensuring customer satisfaction.
- Managed till operations accurately to prevent discrepancies.
- Achieved customer satisfaction by providing excellent service.
Education
A-Levels - Psychology
Brynteg Comprehensive
Bridgend, County Borough of BridgendA-Levels - Sociology
Brynteg Comprehensive
Bridgend, County Borough of BridgendA-Levels - History
Brynteg Comprehensive
Bridgend, County Borough of BridgendSkills
- Service level management
- Technical leadership
- Customer relationship management
- Performance evaluation
- KPI tracking
- Team motivation
- Communication
- Time management
Timeline
Service desk manager
CGI
04.2023 - Current
Log and Pass Analyst
CGI
03.2022 - 04.2023
Retail store assistant
Screwfix
02.2020 - 03.2022
A-Levels - Psychology
Brynteg Comprehensive
A-Levels - Sociology
Brynteg Comprehensive
A-Levels - History
Brynteg Comprehensive
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