Karen Milne

Cybersecurity Awareness

• Deliver onboarding and refresher training for Service Desk and Customer Service teams.
• Lead monthly phishing and vishing simulations with CSO, and publish awareness newsletters.
• Maintain training materials and run incident response drills.
• Monitor internal risks (e.g. MFA, password resets, verification workflows) and align training with emerging threats.

Risk & Compliance

• Manage risk and compliance queries, RCSA updates, and audit readiness.
• Track high-risk, low-volume processes and ensure KB coverage.
• Support secure workflows and compliance-aligned training.

Knowledge & Training

• Own KB lifecycle for high-risk and complex processes.
• Run monthly voice audits and integrate findings into training.
• Lead Customer Service Training Club and T2 handshake training.

ESM & Assignment Group Governance

• Perform monthly ESM audits: missing managers, empty groups, and group health.
• Manage assignment group lifecycle (create, modify, decommission).
• Approve access roles and API requests in line with audit controls.

Quality Leadership

• Act as Quality Lead for ContactOne, driving service improvement and training effectiveness.

• Deliver OKR, KPI, and insights reporting to ContactOne Products and Circles, supporting data-driven decision-making and continuous improvement.
• Coordinate and drive improvement actions across reporting streams, ensuring alignment with stakeholder goals and operational excellence.
• Provide insights that highlight service trends, root causes, and improvement opportunities across ContactOne and Business Solutions.
• Analyse operational data to uncover patterns and trends that inform service enhancements and training needs.

Cybersecurity Awareness & Resilience

• Deliver cybersecurity awareness training for ContactOne Service Desk and Customer Service teams, including onboarding and refresher sessions.
• Lead monthly phishing simulation reporting, analysing click and report rates to identify knowledge gaps and tailor follow-up training.
• Coordinate with CSO on vishing simulations and awareness campaigns such as “Catch the Phish” week.
• Develop and maintain cybersecurity training materials, quizzes, and SharePoint resources to support ongoing learning.
• Publish monthly cybersecurity newsletters highlighting emerging threats, internal risks, and practical security tips.
• Monitor and report on internal risk areas such as password reset workflows, MFA processes, and client verification practices.
• Align training and awareness efforts with evolving threat landscapes, including AI-driven phishing and social engineering tactics.

• Led the Folkestone ContactOne Service Desk, keeping everything running smoothly and aligned with business goals.
• Supported the team through regular 1:1s, mentoring, and coaching to build confidence and improve performance.
• Acted as a point of contact for Folkestone agents if they encountered any weekend incidents.
• Collaborated with fellow leads and key teams across IT, Customer Service, and Quality to keep service delivery consistent and aligned.

• Coordinated the introduction and update of services into ContactOne by collaborating with stakeholders to ensure smooth implementation and readiness.
• Performed impact analysis and developed roadmaps, communication strategies, and reporting plans for new or updated services.
• Delivered targeted training to agents, ensuring all materials and knowledge base (KB) articles were accurate, up to date, and aligned with service desk workflows.
• Managed the service desk training pipeline by identifying needs, organizing content, and presenting relevant topics to the team.
• Led onboarding for new joiners and maintained comprehensive training documentation.
• Created and approved training materials and KB articles to support consistent service delivery.
• Communicated and monitored the rollout of new processes to ensure adoption and compliance.
• Conducted Bounce Back reviews to assess incident handling, identify knowledge gaps, and recommend updates to training or documentation.
• Supported the development and implementation of quality assurance processes to drive service consistency and improvement.
• Provided cybersecurity awareness training for the ContactOne Service Desk and reported on email phishing simulations within Customer Service.

• Provide 1st line support for any customer inquiry received through the ContactOne service channels via phone, chat, email, self-service portal tickets.
• Resolve service desk inquiries at first contact where possible.
• Log all inquiries into the Service Now tool with comprehensive work notes and customer communication details. Adhering to Service Desk ticket handling processes and procedures.
• Triaging tickets to the appropriate 2nd level teams.
• Train all new Service Desk staff within the Folkestone and Bratislava location with all ContactOne procedures and support tools.
• Create and maintain central library of learning documentation for Service Desk, CRES, HR, IT, Communications, GBS and L&C Tools and Processes.
• Provide support for the trainer.
• Support agents as an Operational Supervisor with any issues that may arise.
• As an Operational Supervisor, update shiftplan with any unplanned absences and relocate tickets for agents out the office.
• Monitoring on Service Desk CC Pulse to check if agents are handling customer interactions correctly.
• Updating agents phone and media skills to ensure the priority is on voice and to keep the channels balanced.
• Updating Service Desk Activity Shift report each day.
• Service Desk customer escalations and feedbacks.
• Coordination of Candidate and major incidents for service desk with MIM.

• Provide 1st line support for any customer inquiry received through the ContactOne service channels via  phone, chat, email, self-service portal tickets.
• Provide 1.5 support for SharePoint before triaging to 2nd level, if required.
• Resolve service desk inquiries at first contact where possible.
• Log all inquiries into the Service Now tool with comprehensive work notes and customer communication details. Adhering to Service Desk ticket handling processes and procedures.
• Triaging tickets to the appropriate 2nd level teams.
• Train all new Service Desk staff within the Folkestone locations with all ContactOne procedures and support tools.
• Create and maintain training file for new agents.

• Provided 1st line helpdesk support for all Smiths Group divisions.
• Identifying and solving technical issues with a variety of diagnostic tools.
• Triaging tickets to appropriate Smiths IT departments via Altiris Helpdesk software.
• Creating Exchange and Domain accounts for Smiths Group.
• Creating training documentation for department and IT divisions via SharePoint.
• Managing asset and hardware databases.
• Managing the collection of old hardware.
• Creating and maintaining SOP documentation.
• Assisted with IT vendor support contracts.
• Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
• Booked flights and hotels for Smiths IT staff .