Kelly Elliott-Jones

I lead and managed the Service Delivery to one of Savills most prestigious clients, The National Trust. I oversaw and managed a brand-new team, who were put together specifically to ensure that the compliance percentage of their Let properties increased by 65%, which I achieved during my time in this role.

• Assisted with service design and supported the implementation of new services working collaboratively with stakeholders.
• Upheld service compliance, verifying provided services were thoroughly documented, audited and regularly improved upon.
• Assessed performance against forecast, understanding gaps and implementing corrective measures.
• Trained new and existing team members in CAFM system use, reducing time spent on management reporting.
• Oversaw a team of nine individuals, to plan and deliver activities that constantly met and exceeded customer SLAs.
• Conducted robust and sustainable contractor performance management to guarantee ongoing best practice delivery.
• Monitored calls and emails, ensuring everything is handled in accordance with service standards.
• Drove continuous improvement, analysing customer feedback to identify trends and gaps in service offering.
• Reduced out of hours support costs, by streamlining call handling and diagnostic processes.
• Led stand-ups and agile meetings to plan and deliver on project goals.
• Identified, tracked and managed risk, proposing remedial activities and plans to prevent service failure.

• As a Property Inspector it was my responsibility to gather property attribute data for non-domestic and council tax properties across the United Kingdom
• Being ‘customer' facing - out in the field, I ensured I exceeded customer expectations by meeting agreed timescales, being pro-active and thinking ahead, providing answers to questions they hadn't yet asked, giving clear and simple explanations and following-up face to face or telephone conversation with an email to briefly cover highlights

I supported project managers in building a new service to replace the Automated First Registration and Licensing (AFRL) system, that is used by all vehicle manufacturers and retailers registering new vehicles in the UK.

• Prepared proposals outlining system requirements, potential solutions and required resources, timelines, needs of the end user and costs to achieve objectives.
• Developed and implemented system testing plans in support of deployments.
• Navigated multiple application-specific interfaces to carry out analysis.
• Coordinated with project managers on database migration (with zero loss), development timelines and project scope.
• Modified databases to meet unique needs and goals determined during initial evaluation and planning process.