Summary
Overview
Work History
Education
Skills
Timeline
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Kayleigh Jackson

Londonderry,Londonderry

Summary

Successful manager equipped to plan, lead and optimise operations for changing landscape. Accomplished in delivering above-expected results while streamlining operations. Ambitious to affect change and bring results in new environment.

Overview

7
7
years of professional experience
5
5
years of post-secondary education

Work History

Team Manager

NIDirect
L'Derry, L'Derry
05.2020 - Current
  • Offered ongoing training and mentorship to direct reports.
  • Increased employee satisfaction by helping individuals during difficult calls and promptly following up on internal issues.
  • Set and managed performance benchmarks for call centre employees.
  • Dealt with complex complaints and angry customers professionally and politely, resolving issues with effective solutions.
  • Managed and motivated high-performing teams for successful KPI attainment.
  • Monitored and reviewed operational performance, aiding improved business strategy to maximise productivity.
  • Aided senior leadership by recommending corrective actions and improvements to company operations.
  • Analysed operations data to identify process gaps and successfully implement change.
  • Effectively built and maintained relationships with stakeholders.
  • Served as key corporate representative, liaising with various stakeholders in support of operational excellence.
  • Monitored health and safety measures for guaranteed compliance.
  • Maintained smooth-running business operations by delegating priorities to staff abilities.

Customer Service Advisor/Trainer

NIDirect
L'Derry, L'Derry
02.2017 - 05.2020
  • De-escalated aggressive and highly emotional calls with firm and diplomatic tone.
  • Handled high call volumes with accuracy and efficiency for optimum productivity.
  • Achieved daily performance targets, aiding department progression towards KPI goals.
  • Used outstanding problem-solving and communication skills to appease dissatisfied customers.
  • Managed customer expectations to improve satisfaction rates.
  • Implemented customer feedback to continuously improve personal performance.

Education

GCSEs - Maths, English, Science, French, Geography, Home Economics,

Clondermot High School
Londonderry
09.1999 - 06.2004

Skills

  • Coaching and mentoring
  • Team leadership
  • Exceptional communicator
  • Strategic problem-solving
  • Commercial awareness
  • Performance development planning
  • Commercial improvement planning
  • Opportunities identification and creation

Timeline

Team Manager

NIDirect
05.2020 - Current

Customer Service Advisor/Trainer

NIDirect
02.2017 - 05.2020

GCSEs - Maths, English, Science, French, Geography, Home Economics,

Clondermot High School
09.1999 - 06.2004

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Kayleigh Jackson