Kate Coleman
Portsmouth,Hampshire
Summary
A highly experienced onshore and offshore Operational People Leader. Extensive experience in strategic planning and implementation. Focused on performance management, continuously improving whilst adhering to all regulatory requirements. Lead role in delivering the optimisation and benefit of an offshore structure transformation. Strong relationships with offshore and onshore partners and senior stakeholders. An articulate communicator, performing in fast-paced, high-pressure environments, and exhibiting exemplary leadership qualities. Ambitious, motivated, and equally adept at working alone or as part of a team.
Overview
19
19
years of professional experience
Work history
Customer Experience Hub Lead – Telco
Shell Energy/Octopus Energy
06.2023 - Current
- Full responsibility for the design and implementation of a quality and compliance framework across 3 offshore partners. Building relationships with senior stakeholders to understand their working practices and contract agreements. Working with all partners to deliver a robust and complaint framework and to have a quality score of 95% across all estates to improve net promoter score, average speed to answer, call handling time, first call resolution and complaints reduction. Leading calibrations across all areas to ensure consistency and full understanding and having a robust feedback loop. Driving continuous improvement and performance management to ensure a quality service is delivered at every opportunity.
Customer Experience Hub Lead - Energy
Shell Energy
01.2023 - 06.2023
- Lead role in delivering the set up and embedding of a new customer centric contact centre in Portsmouth, onboarding 100 new starters
- Creating a culture of care and identifying opportunities for improvement of processes to drive outstanding customer service
- Promoting best practice and driving continual improvement in line with business objectives, through adopting integrity, honesty and respect
- Committed to the training and development of a multi-skilled, flexible workforce that are enabled and empowered to effectively deliver exceptional customer service with ever changing customer demands
- Data analysis management to provide timely insight to internal and external stakeholders with a focus on improving performance and processes ensuring SLA's are adhered to and KPI's are met.
Senior Operations Manager
Scottish & Southern Energy/OVO
Portsmouth
01.2019 - 12.2022
- Implementing a new regulatory process offshore within a team of 300 agents within inbound, outbound and clerical work types
- A successful deployment and integration of a new digital application
- Building relationships with senior stake holders offshore and understanding their strategies and working practices to maximise the volume and quality of the workload working to regulatory guidelines
- Working with senior stakeholders onshore to facilitate the strategy that the business has and the overall end goal
- Working closely and methodically with the onshore management team for continuous feedback and improvement within clerical work
- Developing and managing the regulatory activity within this area and driving performance to achieve KPIs, delivering exceptional customer service and monitoring quality assurance.
Senior Customer Service Manager
Scottish & Southern Energy
Portsmouth
01.2014 - 01.2019
- Leading an area of telephony and clerical teams
- Meeting year end targets and engaging with other areas of the business to ensure training/support and quality was implemented to achieve success
- Achieving KPIs and SLAs in all the different work streams whilst keeping documentation current and within compliance and regulatory guidelines
- To create an approachable and friendly team to be able to adapt to the ever changing business needs
- Ensuring they can inspire their teams to be dedicated and hardworking and having the customer at the heart of all they do.
Customer Service Manager
Scottish & Southern Energy
Portsmouth
01.2011 - 01.2014
- Leading an area of inbound telephony teams in ensure KPIs are being achieved whilst delivering exemplary customer service and company growth in an ever changing landscape
- Engaging with stakeholders to plan and implement new strategies for continuous improvement and working with my peers to promote teamwork across all areas
- To follow Human Resources guidelines and to adhere to policies and compliance within my area at all times, whilst ensuring employee welfare, engagement and safety.
Team Manager
Scottish & Southern Energy
Portsmouth
01.2006 - 01.2011
- Motivating a telephony team to deliver outstanding customer service whilst achieving business objectives and customer service KPIs
- Supporting numerous activities, telephony performance, customer satisfaction, complaints handling and company growth
- Increased team performance and quality of output by coaching and mentoring team members to achieve key performance metrics and personal development objectives and actively promote the culture of continuous improvement.
Customer Service Advisor
Scottish & Southern Energy
Portsmouth
01.2005 - 01.2006
- Handling customer queries, providing support, understanding and communicating comprehensive service information
- Building relationships with customers whilst promoting the Scottish & Southern Energy brand
- Achieving the set KPIs and delivering high-quality customer service.
Education
Business Studies A Level -
Media Studies A Level - undefined
10 A-C GCSE - undefined
Skills
Management Skills
Data Analysis
Stakeholder Management
Project Management
Continuous Improvement
Business & Customer Analysis
Strategic Planning & Implementation
Regulation, Compliance & Quality Assurance
Team Training Development
Reporting & Documentation
Customer Relationship Management
CRM, Excel & Word
Affiliations
- Cooking Dog Walking Working out at the Gym Socialising with Friends and Family
Timeline
Customer Experience Hub Lead – Telco
Shell Energy/Octopus Energy
06.2023 - Current
Customer Experience Hub Lead - Energy
Shell Energy
01.2023 - 06.2023
Senior Operations Manager
Scottish & Southern Energy/OVO
01.2019 - 12.2022
Senior Customer Service Manager
Scottish & Southern Energy
01.2014 - 01.2019
Customer Service Manager
Scottish & Southern Energy
01.2011 - 01.2014
Team Manager
Scottish & Southern Energy
01.2006 - 01.2011
Customer Service Advisor
Scottish & Southern Energy
01.2005 - 01.2006
Business Studies A Level -
Media Studies A Level - undefined
10 A-C GCSE - undefined
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