Kyla Smith
Sunderland
Summary
Accomplished professional with a strong analytical approach and expertise in strategic planning and execution. Demonstrates exceptional leadership and people management skills, coupled with proficiency in data analysis, trend reporting, and continuous process improvement. Adept at stakeholder engagement and management, with a solid understanding of the ITIL framework and commercial awareness. Proficient in Microsoft Office Suite, Microsoft 365 administration, Active Directory, and hardware maintenance. Committed to effective time management and multi-tasking capabilities while maintaining detailed problem-solving skills. Career goals include leveraging technical expertise to drive organisational success through innovative solutions.
Overview
10
10
years of professional experience
Work history
Desktop Support Team Leader
Markerstudy Insurance Services Limited
Sunderland, Tyne & Wear
11.2023 - 07.2025
- Support site of over 400 staff.
- Escalation point for Service desk analysts and desktop support technicians,
- Manage team of 4 with monthly 1:1’s.
- Investigate complex incidents to find root cause to prevent them becoming major incidents.
- Deploy remote fixes to affected users.
- Escalated unresolved issues promptly, avoiding unnecessary delays.
- Trained end-users on new applications to improve proficiency.
- Improve knowledge base for Service Desk support staff
- Collaborated with other IT teams for successful IT projects completion.
- Project roll out
- Manage assets and asset lifecycle for on site stock
- Used ticket systems to answer queries and resolve desktop issues.
- New starter onboarding
- Support Network teams for onsite issues
Workplace Support Technician
Compare the Market/Markerstudy Insurance Services Limited
05.2022 - 10.2023
- Delivering internal and external customer support via systems such as Cherwell & Service Now support ticketing systems
- Provide support to end users addressing technical issues and inquiries relating to hardware, software and network systems.
- Troubleshooting hardware and software issues
- Investigating wider issues to identify causes and solutions
- Provide onsite support to Sunderland contact centre
- Installation and removal of hardware
- Write provide and update user help guides
- Onsite support for Networks Team
- Reviewing/amending internal processes to enable our team efficiently and effectively
- Understanding of the ITIL framework
- Stakeholder Management
- Maintain an inventory of IT assets including laptops and desktop hardware
- Track the lifecycle of hardware ensuring timely replacements and upgrades
- Work closely with IT professionals to address complex technical challenges
Social Media Manager
NSG Athletic Football Club
Sunderland
11.2018 - 08.2022
- Managing and maintaining Social media pages for the Football Club utilising both Facebook and Instagram platforms
- Attending training sessions and matches to increase profile with stakeholders.
- Increasing page interactions, comments and likes through data and trend analysis on site algorithms
- Reviewing target audience to ensure club related information is being received by stakeholders.
- Organising and advertising club merchandise and events.
Webchat Customer Experience Coach
BGL Insurance
Sunderland
08.2018 - 05.2022
- Supporting staff with their development plans and objective setting
- Facilitating monthly 121’s for each Team member
- Day to day management of the Webchat team including individual performance in line with business processes
- Producing end of Month/Quarter KPI reports and analysis for internal and external business partners
- Designing and implementing new processes to assist with performance outcomes and recruitment
- Analysis of department data and metrics to improve our customers experience
- Liaising with other departments to highlight areas of friction for our customers within their journey both on and offline
- Analysis of data to influence recruitment, staffing levels and shift patterns in line with SLA’s
- Experience interacting with both internal & external stakeholders such as Sabio, RAC, HMRC & Newcastle Strategic Solutions
- SME for Live Person Platform and webchat processes
- Knowledge of developing technologies including digital voice, virtual assistant.
- Knowledge of contact centre platforms and reporting including Twilio, Google, Nuance & Live Person
- Hosting site visits and presenting to internal & external customers.
- Delivery of concepts such as ways of working, transfer calls and customer impact, development, and migration to new platforms
- Pivotal part in the continuous operational delivery during COVID
Customer Experience Coach
BGL Insurance
Sunderland
02.2015 - 08.2018
- Managing teams of up to 22 contact centre representatives in line with company policies and procedures and maintaining department KPI’s.
- Supporting department coaching around trend analysis for NIA/FTET.
- Managing own workload effectively, working to deadlines.
- Increasing team performance.
Education
Level 2 -
Cyber Security
Foundation Degree - undefined
Sports Nutrition
ITIL 4 Foundation -
The Knowledge Academy
Skills
- Analytical Approach
- Written & Verbal Communication
- Leadership & People Management
- Strategic Planning and Execution
- Data/Trend Analysis & Reporting
- Continuous Process Improvement
- Detailed Problem Solving & Troubleshooting
- Effective Time Management
- ITIL Framework
- Stakeholder Engagement & Management
- Multi-Tasking capability
Custom
Social Media Manager, NSG Athletic Football Club, Sunderland, 11/01/18, 08/31/22, Managing and maintaining Social media pages for the Football Club utilising both Facebook and Instagram platforms, Attending training sessions and matches to increase profile with stakeholders., Increasing page interactions, comments and likes through data and trend analysis on site algorithms, Reviewing target audience to ensure club related information is being received by stakeholders., Organising and advertising club merchandise and events.
Timeline
Desktop Support Team Leader
Markerstudy Insurance Services Limited
11.2023 - 07.2025
Workplace Support Technician
Compare the Market/Markerstudy Insurance Services Limited
05.2022 - 10.2023
Social Media Manager
NSG Athletic Football Club
11.2018 - 08.2022
Webchat Customer Experience Coach
BGL Insurance
08.2018 - 05.2022
Customer Experience Coach
BGL Insurance
02.2015 - 08.2018
Foundation Degree - undefined
Sports Nutrition
Level 2 -
Cyber Security
ITIL 4 Foundation -
The Knowledge Academy
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