KELCIE HOLMES
Nottingham
Overview
5
5
years of post-secondary education
12
12
years of professional experience
Work history
SOCIAL MEDIA TEAM LEADER
Entain Group
Nottingham
2025.01 - Current
- Led social media shifts by supervising agents, managing workloads, and ensuring smooth operations.
- Collaborated with Operations, Customer Protection, Due Diligence, Compliance, and Payment Teams to investigate complex cases, mitigate risks and ensure timely resolution.
- Maintained SLA compliance through bi‑hourly reporting, real‑time monitoring and proactive issue management.
- Completed daily operational tasks including CSAT reporting, customer‑feedback reviews and shift documentation.
- Seconded to the Team Manager role, providing leadership and day-to-day support for my team of 12.
- Conducted monthly one-to-one meetings to review individual performance, provide feedback, identify development needs and support staff wellbeing.
- Conducted quality assurance audits to monitor performance, ensure compliance with procedures, and maintain high standards of service delivery. Maintained a sub-10% variance throughout.
- Supported team performance through regular coaching, performance monitoring and continuous improvement initiatives.
SOCIAL MEDIA AGENT
Entain Group
Nottingham
2023.01 - 2025.04
- Delivered first‑line support for Entain's UK brands across Facebook, Instagram and X, resolving customer queries via direct message.
- Provided accurate resolutions on promotions, safer gambling, risk operations, payments and technical issues.
- Supervised new agents as a floorwalker during peak periods, supporting 30+ temporary staff on Live Chat.
SPORTS ADVISOR & DIGITAL COMMUNICATIONS LEADER
Decathlon UK
Giltbrook
2021.05 - 2022.12
- Advised customers across Hiking, Country Sports, Ski, Camping and Climbing departments with strong product knowledge.
- Led digital communications for Facebook, Instagram and TikTok, managing daily content and engagement.
- Created targeted content and monitored performance using analytics to optimise campaigns.
- Introduced an interactive ‘Help to Choose' tool used 500+ times in eight weeks to improve customer decision‑making.
- Designed POS materials that increased perceived product value by 11%.
- Produced the monthly store newsletter for one of the UK's largest stores, achieving a 90% read rate.
VOLUNTEER GENERALIST ADVISOR
Citizens Advice
Kirkby in Ashfield
2020.11 - 2022.07
- Provided generalist advice twice weekly through national webchat, Adviceline and email channels.
- Supported clients across multiple domains, including employment, benefits, housing, immigration, family, law and courts.
- Delivered clear guidance to help clients understand rights, options and next steps in complex situations.
BARISTA
Costa Coffee
Bulwell
2020.09 - 2021.05
FIRST IMPRESSIONS ASSISTANT
Geldards Law Firm
Nottingham (Role Redundant)
2019.11 - 2020.04
- Handled catering logistics to support smooth client visits and in‑office operations.
- Resolved client queries quickly and incorporated feedback to improve service quality.
- Routed switchboard calls accurately to minimise delays and maintain efficient communication flow.
- Supported meetings by preparing and delivering tailored refreshments for internal and client events.
- Completed administrative tasks including precise filing, archiving, and data entry to maintain service continuity.
FRONT OF HOUSE
Miller and Carter Steakhouse
Nottingham
2017.05 - 2019.05
- Supported the Sherwood Forest branch launch by joining the opening operations team.
- Improved Saturday guest experiences by delivering consistent service across 150-200 covers.
- Raised customer satisfaction through training that standardised bar practice, stock, and cash handling.
STUDENT/ FACULTY AMBASSADOR
Birmingham City University
2016.09 - 2019.02
- Supported teams by acting as positive role models for prospective university students.
- Coordinated open days and school visits to keep events running smoothly.
- Delivered accommodation and campus tours for visiting applicants and families.
BARISTA
Costa Coffee
Tibshelf
2015.03 - 2016.03
- Improve customer experience by handling large volumes quickly and calmly.
- Deliver quicker service outcomes through clear, team-based communication in rush periods.
- Support smooth checkout operations by managing till money float accurately.
Education
Bachelor of Arts - Visual Communications
Birmingham City University
Birmingham 2016.01 - 2019.01
A-Level - English Literature and Language, Business, History, Art and Design
Ashfield Post 16
2014.01 - 2016.01
Google Digital Marketing & Ecommerce
Google Career Certificates
2022.01 - 2022.01
Business and Administration
Moulton College
2021.01 - 2021.01
Accomplishments
- Tone of Voice Champion
- Affordability & AML Champion
- Birmingham City University - Graduate Plus Award (Silver)
- Ashfield Post 16 - Best in Faculty (Art and Design)
- Ashfield School - Best in Faculty (Product Design)
Affiliations
- Hiking, Ice Hockey, Swimming, Tabletop Games
Timeline
SOCIAL MEDIA TEAM LEADER
Entain Group
2025.01 - Current
SOCIAL MEDIA AGENT
Entain Group
2023.01 - 2025.04
Google Digital Marketing & Ecommerce
Google Career Certificates
2022.01 - 2022.01
SPORTS ADVISOR & DIGITAL COMMUNICATIONS LEADER
Decathlon UK
2021.05 - 2022.12
Business and Administration
Moulton College
2021.01 - 2021.01
VOLUNTEER GENERALIST ADVISOR
Citizens Advice
2020.11 - 2022.07
BARISTA
Costa Coffee
2020.09 - 2021.05
FIRST IMPRESSIONS ASSISTANT
Geldards Law Firm
2019.11 - 2020.04
FRONT OF HOUSE
Miller and Carter Steakhouse
2017.05 - 2019.05
STUDENT/ FACULTY AMBASSADOR
Birmingham City University
2016.09 - 2019.02
Bachelor of Arts - Visual Communications
Birmingham City University
2016.01 - 2019.01
BARISTA
Costa Coffee
2015.03 - 2016.03
A-Level - English Literature and Language, Business, History, Art and Design
Ashfield Post 16
2014.01 - 2016.01