Kimberley Jane Bruce
Corby,Northamptonshire
Summary
Experienced and results-driven Customer Experience Manager with over 8 years of expertise in leading high-performing teams and driving strategic customer service initiatives. Over the past 15 months in my role as Customer Experience Manager, I have successfully developed and executed customer experience strategies that improved operational efficiency, increased customer satisfaction, and optimised team performance. With a proven track record of achieving KPIs, fostering a positive team culture, and spearheading initiatives that led to measurable improvements in both customer retention and employee satisfaction, I am skilled at implementing performance-focused strategies while maintaining a customer-centric approach.
Key achievements include driving a 25% boost in CSAT scores, improving NPS to 76, and reducing member churn through targeted engagement campaigns. Adept at building strong relationships with internal stakeholders and leading cross-functional collaborations to enhance service delivery and customer experience. Expert in training and development, performance management, and using data insights to continuously improve customer service operations. Committed to creating a positive, inclusive team environment that motivates and empowers individuals to perform at their best. I am now seeking a new opportunity to leverage my extensive experience and strategic expertise in a new role that allows me to contribute to the ongoing success of the organisation.
Overview
16
16
years of professional experience
10
10
years of post-secondary education
Work history
Customer Experience Manager
Institution of Occupational Safety and Health
Leicester
12.2023 - Current
- Led the strategic development of customer experience initiatives, aligning team goals with company objectives to drive long-term success and improve customer satisfaction.
- Implemented KPIs to track team performance, resulting in measurable improvements in customer satisfaction, operational efficiency, and a CSAT score of 76.
- Developed and executed a comprehensive training roadmap that reduced onboarding time, improved team skills, and increased employee retention.
- Fostered a positive and collaborative team culture through open communication, reward and recognition, and employee engagement, boosting morale and productivity.
- Nurtured team development through coaching, feedback, and personal development plans, leading to improved performance and higher employee satisfaction.
- Spearheaded performance improvement initiatives, reducing customer complaints and increasing first-call resolution by cross-training advisors.
- Championed customer-focused initiatives and process improvements, contributing to an NPS of 76 and increased customer loyalty.
- Introduced regular performance reviews and feedback loops, empowering employees to take ownership of their development and consistently meet KPIs.
- Drove cross-functional collaboration, enhancing service delivery, reducing resolution times, and improving overall customer experience.
- Analysed customer experience data to influence business strategy, ensuring high-quality service delivery and informed decision-making.
- Launched CSAT surveys and a Win-Back Campaign, using feedback to drive service improvements and increase member retention.
- Implemented a reward and recognition program, including themed calendar days, to boost employee engagement and morale.
- Introduced automated outbound initiatives to drive membership retention and acquisition, including a "Join by Phone" campaign.
- Streamlined processes through automation, improving productivity and ensuring adherence to KPIs.
- Reduced turnover by fostering a positive, inclusive work environment and supporting career development, leading to improved team retention.
- Consistently exceeded department KPIs in areas such as customer satisfaction, handle time, and team productivity.
- Handled and resolved escalated customer complaints, improving relationships and reducing escalation volumes through effective complaint-handling training.
- Developed a customer-centric culture that aligned products/services with customer needs, leading to improved retention and brand loyalty.
Customer Service Centre Team Leader
The Institution of Occupational Safety and Health
Leicester
08.2016 - 11.2023
- Successfully led, coached, and developed a team of 12 Customer Service Advisors, driving consistent delivery of exceptional customer service, resulting in high customer satisfaction and retention rates.
- Managed day-to-day operations of the Customer Service Centre, ensuring smooth workflow and high performance across global customer touchpoints.
- Monitored service delivery, customer activity, and reported on metrics, improving overall team performance and customer experience.
- Resolved customer issues with empathy and professionalism, ensuring swift and successful outcomes, which significantly reduced escalations and improved customer satisfaction scores.
- Led by example, inspiring outstanding operational performance through expert management, prioritisation, and a hands-on approach to daily team operations.
- Successfully recruited, onboarded, and trained a team of dedicated Customer Service Advisors, contributing to reduced turnover and improved employee engagement.
- Implemented operational improvements and supported the adoption of new technologies to streamline business processes and enhance the customer experience.
- Provided actionable insights and recommendations to leadership on strategies to enhance service quality, resulting in improved customer satisfaction and operational efficiency.
- Upskilled the team through targeted training programs, boosting capabilities and ensuring continuous personal and professional growth within the team.
- Optimised resource allocation by assigning team members to projects and tasks based on performance, skillset, and availability, ensuring efficient operations.
- Built strong relationships with internal stakeholders, enhancing collaboration and contributing to the department’s credibility and success in delivering world-class customer service.
- Monitored team performance through data analysis and feedback, setting clear objectives and providing regular constructive feedback to support continuous development.
- Proactively identified root causes of recurring issues and implemented corrective actions to enhance the customer experience and improve operational outcomes.
- Fostered a culture of continuous improvement by reviewing processes and implementing solutions to address productivity and performance challenges.
- Effectively handled customer complaints, ensuring adherence to company business rules and delivering seamless service recovery that upheld the organization’s reputation.
- Led and managed key projects across the department, ensuring successful execution and delivery of initiatives from inception to implementation, in close collaboration with stakeholders.
- Prioritised the health, safety, and wellbeing of the team, fostering a supportive work environment and maintaining adherence to company policies.
- Demonstrated a commitment to IOSH values by treating all employees, customers, and stakeholders with dignity, respect, and fairness, ensuring compliance with Equality, Diversity, and Inclusion policies.
Membership Development Coordinator
The Institution of Occupational Safety and Health
Leicester
01.2012 - 08.2016
- Provided expert support on membership and professional development, ensuring high-quality service for existing and potential members.
- Acted as “stand-in Team Leader” in management absence, supervising and managing the membership administration team, handling complaints, and resolving system issues.
- Delivered performance updates and reports to the Head of Membership and participated in planning, operational, and business development meetings.
- Led projects to enhance IOSH membership functions, including a "Member Exit Survey" and IPD/CPD assistance video.
- Represented IOSH at events across the UK, Middle East, and Singapore, delivering presentations, hosting webinars, and promoting membership and professional development.
- Assessed members for appropriate category transfers, worked with volunteers to deliver key business operations, and provided training and feedback during peer review interviews.
- Managed membership income reports, tracked renewals, and ensured adherence to budget forecasts, while overseeing CRM testing and system functionality.
- Coordinated pre-suspension outbound calls, error reports, and refresher training, and handled the induction training of new starters.
- Conducted research, produced reports for management, and supported audits, ensuring operational efficiency and compliance with IOSH Service Agreements.
IPD Administrator
The Institution of Occupational Safety and Health
Leicester
11.2008 - 01.2012
- Managed customer enquiries via telephone and email, delivering professional and helpful service.
- Provided members with updates on their progress within the Professional Development schemes.
- Organised and facilitated Peer Review Interviews across the UK, offering support and coaching to volunteer panel members.
- Led individual projects, including ISO 9001 and a revised peer review interview panel process.
- Consistently met and exceeded performance targets.
- Coordinated and scheduled interview dates, secured venues, and recruited panel members.
- Processed event bookings using a multi-relational database.
- Generated reports and statistical data as required.
- Managed travel, accommodation, and catering arrangements for events.
- Updated Professional Development pages on the website.
- Maintained efficient administrative systems for the department.
Education
BA (hons) - Business Studies
University of Sheffield
Sheffield 09.2004 - 06.2007
National General Certificate - Occupational Health and Safety
NEBOSH
Leicester 10.2015 - 11.2015
NVQ Level 2 - Customer Service.
Loughborough College
Leicestershire 06.2011 - 06.2012
A-Levels -
Brooke Weston Academy
Corby, Northamptonshire 09.2002 - 06.2004
GCSEs -
Brooke Weston Academy
Corby, Northamptonshire 09.1997 - 06.2002
Skills
- Strategic Planning
- Leadership and Coaching
- Performance Optimisation
- Training and Development
- Problem Resolution
- Articulation
- Strong Communication Skills
- Efficient
- Solution-Oriented
- Analytical Thinking
- Customer-Centric
- Conflict Resolution
- Adaptability
- Team Motivation
- Technological Expertise
- Cross-Functional Collaboration
- Change Management
Interests
Outside of work, I enjoy spending quality time with my daughter. I’m passionate about traveling and immersing myself in new countries and cultures. Cooking is another hobby of mine—I love experimenting with new recipes. I also have a deep appreciation for the outdoors, whether it’s going for walks or exploring nature. When I have the time, I enjoy getting lost in a good book.
Timeline
Customer Experience Manager
Institution of Occupational Safety and Health
12.2023 - Current
Customer Service Centre Team Leader
The Institution of Occupational Safety and Health
08.2016 - 11.2023
National General Certificate - Occupational Health and Safety
NEBOSH
10.2015 - 11.2015
Membership Development Coordinator
The Institution of Occupational Safety and Health
01.2012 - 08.2016
NVQ Level 2 - Customer Service.
Loughborough College
06.2011 - 06.2012
IPD Administrator
The Institution of Occupational Safety and Health
11.2008 - 01.2012
BA (hons) - Business Studies
University of Sheffield
09.2004 - 06.2007
A-Levels -
Brooke Weston Academy
09.2002 - 06.2004
GCSEs -
Brooke Weston Academy
09.1997 - 06.2002
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