Kathryn Cowling
Preston,Lancashire
Summary
Highly skilled in managing and motivating teams to deliver exceptional customer service. Excel at resolving conflicts, ensuring customer satisfaction, and fostering positive working environment. Proven track record of enhancing team performance through effective communication, problem-solving, and adaptability. Driven to support and develop team members, ensuring operational efficiency and high standards of service.
Dedicated to health and safety implementation.
Over past two years, experience as station manager has fostered skill development through collaboration with diverse stakeholders and comprehensive engagement across all business functions.
Supports compliance-focused work through careful monitoring of standards, procedures, and workplace safety. Applies strong investigation, risk assessment, and problem-solving skills to identify issues and support sound decisions. Contributes disciplined organisation, accurate record-keeping, and a measured approach to quality control.
Overview
34
34
years of professional experience
Work History
Customer Service Team Leader
Avanti West Coast
Preston, Lancashire
08.1992 - Current
- Led a team over 20 years, consistently providing exceptional customer service.
- Handled customer questions, issues and complaints to achieve satisfactory resolutions.
- Trained new staff on company policies, product knowledge, and customer service best practices, ensuring high-quality service.
- Conducted regular performance reviews, providing constructive feedback and personal development plans to team members.
- Addressed performance issues within the team through targeted training and one-to-one coaching, improving individual and team output.
- Developed and implemented strategies based on feedback to raise customer satisfaction scores.
- Communicated regularly with team members to maintain clearly defined expectations.
- Coached staff on operating procedures to maintain quality services.
- Managed team schedules to guarantee adequate coverage during peak times, optimising resource allocation for better service.
- Collaborated with external parties to enhance operational efficiency.
- Stayed current on policies, procedures and standards to offer optimal support.
- Maintained compliance with health and safety regulations to safeguard workplace integrity.
- Listened to individual complaints with an open mind and asked detailed questions to understand issues.
Education
GCSEs - GCSE
Wellfield high school
Leyland, LAN1992
Skills
- Customer relationship management
- Performance evaluation
- Customer satisfaction improvement
- Team leadership
- A1 Assessor
- NEBOSH risk assessment
- Investigations
- Customer service training
- Operational efficiency
- Compliance management
- Resource allocation
- Team building
- Problem solving
- Performance management
- Excellent time management skills
- Customer relations
- Time-management
- Leadership excellence
Timeline
Customer Service Team Leader
Avanti West Coast
08.1992 - Current
GCSEs - GCSE
Wellfield high school