KATE WORTHINGTON
Perth,Scotland
Summary
Experienced customer service, training and colleague development professional with over five years’ experience across OVO Energy and SSE Energy Services. Proven track record of supporting advisor performance through coaching, quality monitoring, training delivery and real-time operational support. Recognised for building positive relationships, creating trust quickly and supporting colleagues through a collaborative, encouraging and solution-focused approach.
Progressed from frontline advisor responsibilities into specialist support, quality assurance and training activities, providing guidance to advisors, delivering coaching interventions and facilitating learning across multiple business areas. Passionate about helping others build confidence, capability and achieve positive customer outcomes while contributing to OVO’s Path to Zero mission.
Overview
16
16
years of professional experience
Work history
Customer Advisor | Subject Matter Expert | Trainer
OVO Energy / SSE Energy Services
2021.02 - 2026.06
- Joined the specialist Electric Heating Team, supporting customers with complex electric heating, metering and RTS-related queries.
- Progressed into a specialist support role, providing daily guidance and operational support to approximately 30 advisors across Electric Heating and Exotic Home Moves.
- Acted as a key point of contact for complex customer issues, supporting advisors through live calls, complaint resolution, account management and operational processes.
- Built strong relationships with internal stakeholders, including engineers, depot managers and specialist departments, to resolve complex customer issues and improve customer outcomes.
- Conducted quality monitoring across customer calls, emails and Ombudsman communications, identifying development opportunities and providing constructive feedback.
- Performed live call listening and delivered immediate coaching through one-to-one Google Meet sessions, supporting advisors to improve confidence, quality and customer outcomes.
- Reviewed account actions following support interactions to identify recurring trends, knowledge gaps and opportunities for targeted coaching.
- Became a subject matter expert in Exotic Home Moves following departmental integration and supported colleagues through complex customer journeys.
- Identified opportunities to improve learning outcomes by redesigning and streamlining training materials to increase engagement and knowledge retention.
- Developed training resources and delivered training programmes to two advisor cohorts of approximately 10–12 colleagues.
- Supported new starters through onboarding and transition to live customer interactions, providing real-time guidance, encouragement and coaching.
- Supported colleagues and customers through significant organisational and operational change during the SSE to OVO transition.
- Received multiple peer nominations for an internal OVO recognition award in recognition of colleague support and development.
Personal Assistant
Keppel
London
2018.06 - 2020.10
- Managed the daily operations of a busy professional household.
- Coordinated complex schedules, travel arrangements and appointments.
- Managed relationships with multiple stakeholders and external suppliers.
- Demonstrated exceptional organisation, prioritisation and communication skills.
Au Pair
Stafford
2017.05 - 2018.06
- Managed daily schedules and activities for three children.
- Built strong relationships with both children and parents.
- Supported learning, development and wellbeing within a family environment.
Real Estate Agent
Keller Williams
Waco, Texas
2016.11 - 2017.05
- Managed residential and commercial property sales.
- Built strong client relationships and negotiated successful outcomes.
- Selected for a high-performing lead generation team which achieved exceptional sales performance.
Personal Assistant
Kuper Sotheby’s International Realty
San Antonio, Texas
2015.10 - 2016.11
- Supported one of the region’s leading real estate agents.
- Managed client relationships, scheduling, contracts and events.
- Improved administrative processes and business efficiency.
Manager
Don’s Humidor & Coffee Bean
Waco, Texas
2013.07 - 2015.10
- Managed day-to-day store operations and sales performance.
- Trained and developed team members to improve customer service and product knowledge.
- Supported business growth through operational improvements and customer retention initiatives.
Assistant Manager
Ridgewood Country Club
Waco, Texas
2010.08 - 2013.07
- Supervised and developed a team of over 20 staff members.
- Delivered training, mentoring and performance support.
- Assisted with recruitment, staff development and operational management.
Education
Real Estate Licence -
Champion School of Real Estate
Round Rock, TexasMassage Therapy Qualification - undefined
ABC School of Massage
Waco, TexasHigh School Diploma - undefined
Waco High School
Waco, TexasSkills
- Coaching and colleague development
- Performance improvement
- Training delivery and facilitation
- Quality monitoring and feedback
- Communication and active listening
- Stakeholder engagement
- Continuous improvement
- Customer experience
- Problem solving and decision making
- Change adoption and support
- Relationship building
- Organization and prioritization
Timeline
Customer Advisor | Subject Matter Expert | Trainer
OVO Energy / SSE Energy Services
2021.02 - 2026.06
Personal Assistant
Keppel
2018.06 - 2020.10
Au Pair
2017.05 - 2018.06
Real Estate Agent
Keller Williams
2016.11 - 2017.05
Personal Assistant
Kuper Sotheby’s International Realty
2015.10 - 2016.11
Manager
Don’s Humidor & Coffee Bean
2013.07 - 2015.10
Assistant Manager
Ridgewood Country Club
2010.08 - 2013.07
Massage Therapy Qualification - undefined
ABC School of Massage
High School Diploma - undefined
Waco High School
Real Estate Licence -
Champion School of Real Estate