Katie Paterson

• Correctly anticipates client needs, providing above-and-beyond experiences and fostering long-term customer relationships.
• Delivers ongoing client support and training across various channels.
• Contributes UX analysis and recommendations to the development of new business cases.
• Develops and implements user acceptance testing cases and plans for new learning apps.
• Quality assures and copyedits business products, including company publications and exam materials.
• Provides process recommendations to stakeholders that align with company objectives and business strategy.
• Proactively maintains up-to-date knowledge of industry through continuous learning and professional development.

• Developed creative and individual performance-enhancing coaching strategies to support business KPIs.
• Worked collaboratively with internal and external teams to ensure the customer journey was consistent and to an excellent standard.
• Influenced senior stakeholders to enact change within the workplace, ensuring risks to the business were considered.
• Implemented diversity and inclusion initiatives to boost development and partner retention.
• Planned and managed recruitment and onboarding processes, ensuring new partners were embraced and set up for success.
• Managed performance, HR policies, and disciplinary proceedings.

Service Delivery Coordinator (6-month secondment)

• Managed resource allocation within the Omni Support Team, ensuring business service levels were optimized and maintained.
• Evaluated and influenced resource budgeting, workload forecasting, and optimisation strategies.

Operational Trainer (Ongoing secondment)

• Onboarded and delivered both in-person and online training to new partners, including operational training, company culture and D&I.
• Evaluated operational processes, identifying customer and partner pain-points.

Customer Adviser

• Managed high-volume customer enquiries across various channels, delivering empathetic, effective, and timely service.
• Consistently exceeded business KPIs in both operational and cultural areas.

• Implemented effective customer service procedures to encourage positive feedback.
• Monitored and evaluated teams, identifying and targeting opportunities for improvement.
• Built and maintained loyal, long-term customer relationships through effective account management.
• Increased revenue streams by reducing costs, managing schedules and performing variance and risk analysis to implement corrective actions.

• Actioned and resolved guest feedback to boost service quality.
• Responded to customer concerns with speed and knowledge, delivering professional, personalised service.
• Handled guest complaints to protect brand reputation.
• Met health and safety guidelines to maintain compliant working environments.