Karen Harris
South Petherton
Summary
Transformation project manager with 20 years of experience in customer service operations. Expertise in optimising customer journeys and leading omnichannel contact transformations. Successfully implemented 'Customer First' strategies (similar to 'Right First Time', resulting in improved CSAT and FCR results. Skilled in collaborating across departments and with third-party vendors to achieve operational strategic goals.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work history
Central Operations Project Manager
Screwfix Direct Ltd
Yeovil, Somerset
03.2020 - Current
- Integrated additional service channels like WhatsApp, enhancing contact centre efficiency.
- Reduced average handling time by two minutes and delivered CSAT score of 71.
- Implemented AI-powered Virtual Assistant, achieving 10.2% reduction in contact volume.
- Consolidated legacy systems into NICE CXone MPower for streamlined operations.
- Optimised vendor collaboration to maximise application performance and return on investment.
- Delivered significant change projects in people, technology, and process readiness.
- Worked with BPO on end to end automisation of high effort high impact manual task, driving over £100k in efficiency savings for Contact Centre Operations
Assistant Contact Centre Manager
Screwfix Direct Ltd
South Petherton, Somerset
10.2012 - 03.2020
- Drove up to eight customer service or specialist support teams consisting of 100 advisors , ensuring exceptional customer service across multiple channels.
- Aligned service operations with sales objectives by embedding coaching and development.
- Managed resource planning to ensure 24hr coverage of digital channels e.g. Facebook, Twitter.
- Collaborated with Head Office, Trade Counters, and BPO partners to create integrated service experiences.
- Led strategic initiatives focused o process improvements by using customer insights to identify and implement operational or customer journey improvements specifically vendor supplied after case journeys
Education
Project Management
Association for Project Management
10.2024 - 01.2025
NVQ Level 3 - Health & Social Care
Yeovil College
Yeovil 09.2000 - 07.2002
Skills
- Customer contact transformation
- BPO and vendor management
- Project management expertise and qualification
- Stakeholder engagement
- Technology delivery solutions
- Data-driven decision making
- Business readiness and change management experience
Certification
· NVQ L2 Customer Service (2010)
· Amelia Conversational AI V6 Enablement Training Assessment – Partners (Provider AI, Jan 2024)
References
References available upon request.
Timeline
Project Management
Association for Project Management
10.2024 - 01.2025
Central Operations Project Manager
Screwfix Direct Ltd
03.2020 - Current
Assistant Contact Centre Manager
Screwfix Direct Ltd
10.2012 - 03.2020
NVQ Level 3 - Health & Social Care
Yeovil College
09.2000 - 07.2002
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