Results-driven professional with expertise in customer service, team leadership, and coaching, complemented by strong technical and analytical skills. Adept at performance analysis, KPI management, and stakeholder communication to drive organisational success. Demonstrates proficiency in training and development, problem solving, and utilising tools such as Intercom to optimise operations. Committed to fostering growth through effective leadership and continuous improvement initiatives.
Hi, I’m
Kurtis Simon
London
Summary
Overview
9
years of professional experience
3
years of post-secondary education
Work history
Inspired Education Group
Customer Service Team Leader
08.2024 - 05.2025
Job overview
- Directed a team of 13 customer service professionals, fostering a high-performance culture that achieved a 15% increase in customer satisfaction scores.
- Implemented weekly quality assurance reviews, delivering constructive feedback and coaching that enhanced team performance metrics.
- Leveraged Microsoft Dynamics analytics to manage daily call volume and monitor performance, boosting team efficiency by refining workflows.
- Ensured procedures remained current and effective, supporting operational excellence.
- Managed escalations and complex customer interactions, resolving issues that contributed to a 10% reduction in customer wait times.
- Optimized support tools and processes, resulting in streamlined team operations and increased overall efficiency.
MyTutor
Operations Team Leader / Senior Operations Executive
09.2021 - 07.2024
Job overview
- Guided a team of 8 Customer Operations Executives, optimizing time management and tool utilization to maintain high productivity.
- Analyzed team performance and customer trends using Intercom and Aircall, driving data-informed decision making.
- Facilitated personal development and training for team members, enhancing skill sets and boosting team engagement.
- Developed a scalable onboarding resource hub that improved training efficiency and supported a 25% increase in team capacity.
- Collaborated with cross-functional teams to successfully implement AI tools, enhancing customer interaction quality by 15%.
Mears Group
Senior Customer Insight Manager
12.2020 - 08.2021
Job overview
- Analyzed customer feedback to develop actionable insights, enhancing service strategies and leading to improved customer satisfaction metrics.
- Built strong stakeholder relationships, fostering collaboration that supported seamless process improvements.
Digital Ventures
Senior Account Manager
01.2016 - 12.2020
Job overview
- Managed 360 client accounts, driving revenue growth through upselling while strengthening long-term client relationships.
- Authored best practices guides for the Sales Team, improving sales processes and communication effectiveness.
- Led initiatives that expanded the client base from zero to 90+ clients, generating 340K in annual revenue.
- Provided expert insights into market trends, contributing to strategic planning and business growth.
Education
Birmingham College of Food, Tourism and Creative StudiesBirmingham
HND from Tourism Business Studies
09.2003 - 09.2004
University overview
City and GuildsUK
NVQ Level 3 from Travel and Tourism
06.2001 - 06.2003
University overview
Skills
- Customer Service
- Team Leadership
- Coaching
- Intercom
- Performance Analysis
- Stakeholder Communication
- KPI Management
- Training and Development
- Problem Solving
- Technical Skills
- Analytical Skills
References
References
References available upon request.Timeline
Customer Service Team Leader
Inspired Education Group
08.2024 - 05.2025
Operations Team Leader / Senior Operations Executive
MyTutor
09.2021 - 07.2024
Senior Customer Insight Manager
Mears Group
12.2020 - 08.2021
Senior Account Manager
Digital Ventures
01.2016 - 12.2020
Birmingham College of Food, Tourism and Creative Studies
HND from Tourism Business Studies
09.2003 - 09.2004
City and Guilds
NVQ Level 3 from Travel and Tourism
06.2001 - 06.2003
Similar Profiles
Kelly WakelinKelly Wakelin
Head of Early Years & Primary at Inspired Education GroupHead of Early Years & Primary at Inspired Education Group
Cecile-Jo Swart (Cea)Cecile-Jo Swart (Cea)
Translator and Dialogue Writer for Dubbing at Charl van Heyningen Enterprises: MultiChoice GroupTranslator and Dialogue Writer for Dubbing at Charl van Heyningen Enterprises: MultiChoice Group
Thabiso Ivan MasiloThabiso Ivan Masilo
Level 2 IT Support Engineer at Inspired EducationLevel 2 IT Support Engineer at Inspired Education
Jun Xian (Henry) HuangJun Xian (Henry) Huang
Privacy Analyst at CapgeminiPrivacy Analyst at Capgemini
Wirginia BatogWirginia Batog
Nursery volunteer at Pembury Nursery HouseNursery volunteer at Pembury Nursery House