Kylie Gwyn
Abercynon,Rhondda Cynon Taf
Summary
Accomplished Customer Experience Manager of 20 years, with substantial experience building customer satisfaction and retention. Offering superb planning and problem-solving skills to improve customer service processes and garner stellar customer approval scores.
I bringing extensive call centre experience in inbound, outbound and blended environments. Strength in training and development, client relations and problem solving.
Overview
26
26
years of professional experience
Work history
Customer Experience Manager
Molson Coors Brewers
Cardiff, Cardiff
2006.09 - Current
- Boosted employee morale with motivational team building activities.
- Developed operating procedures to streamline customer service operations.
- Coordinated timely delivery of products, resulting in increased client satisfaction and reduction of costs
- Effective complaint handling strategies.
- Investigated complex issues comprehensively, resolving them quickly and efficiently.
- Managed difficult situations, ensuring customer retention and loyalty.
- Identified individual staff development needs and arranged appropriate training.
- Complaint handling, providing appropriate, timely solutions, following up to ensure continued customer satisfaction.
- Liaised between customers and internal departments to address and resolve customer service concerns.
- Managed workflow to continuously exceed quality service goals.
- Engaged with external stakeholders to facilitate development and delivery of key customer initiatives.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Established performance and service goals, holding associates accountable for individual performance.
- Troubleshooting and resolving escalated issues efficiently.
- Devised and published metrics to measure organisation's success in delivering world class customer service.
Sales Team Leader
HBOS
Cardiff
2003.03 - 2006.09
- Weekly meetings and goal-setting sessions.
- Oversaw daily operations, ensuring efficiency and consistency in work output.
- Conducted regular performance reviews for continuous employee development.
- Recruited and mentored high-performing sales team.
- Delegated sales team tasks and managed resource allocation in collaboration with upper management.
- Monitored sales performance, reporting on conversion and churn rates to identify areas of improvement.
- Motivated team members to exceed established sales targets, creating incentives to increase morale.
- Recognised and rewarded high performance within team, boosting sales.
- Performed cold-calling and follow-ups with leads to secure new revenue.
- Represented company and generated leads at conferences and trade shows.
Retail Supervisor
Republic
Cardiff
2000.06 - 2003.02
- Assisted customers in product selection, enhancing shopping experience.
- Oversaw cash handling procedures, ensuring accuracy and security.
- Resolved customer complaints, bolstering brand reputation.
- Enhanced customer satisfaction by delivering top-notch service.
- Collaborated closely with the store manager for planning promotional events successfully.
- Coordinated staff schedules for efficient store operations.
- Implemented visual merchandising strategies to improve product visibility.
- Achieved smooth workflow by delegating tasks appropriately.
- Trained new employees, promoting rapid productivity increase.
- Managed returns and exchanges efficiently improving customer trust in our return policy.
- Maintained neat, tidy and fully stocked shelves and racks to facilitate optimum sales opportunities.
- Designed attractive window and floor merchandise displays to increase daily footfall.
- Updated pricing and promotions to fulfil store goals.
- Cashed up tills and counted takings to balance books at business close.
- Facilitated smooth store operations, performing daily opening and closing functions.
- Processed deliveries and delegated unpacking, pricing and replenishment tasks to maximise efficiency.
Education
NVQ Level 3 - Customer Service
ACT
CardiffNVQ Level 3 - Management
ILM
CardiffA-Levels - English Lit and Language
Mountain Ash Comprehensive
Rhondda, Rhondda Cynon TafGCSEs - Maths, English, Science, Art, Business Studies, History
Mountain Ash Comprehensive
Rhondda, Rhondda Cynon TafSkills
- Customer experience strategy development
- Call centre operations familiarity
- Conflict mediation
- Feedback utilisation
- Feedback collection and analysis
- Net promoter score utilisation
- Quality assurance standards implementation
- Salesforce software mastery
- Decision making under pressure
- Customer-Centric mindset
- Complaint management
- Customer Service
- Customer relations
- Relationship Management
- Salesforce
- Training and Development
- Process Improvement
- Performance Management
- Complaint resolution
- Engaging leadership style
- Staff education and training
- Customer service team management
- Microsoft Outlook, Word and Excel
- CRM Software proficiency
- Exceptional telephone etiquette
- Call centre operations
- Skilled multitasker
- Process improvement specialist
- Adherence to high customer service standards
- Logistics policies and procedures
- Creative thinking
Affiliations
- Kyokushin Karate and supporting my children who compete at National and International Level
- Ice Hockey Fan, if I'm not at karate competitions or training sessions you will find me a the Vindico Area watching the Cardiff Devils.
Timeline
Customer Experience Manager
Molson Coors Brewers
2006.09 - Current
Sales Team Leader
HBOS
2003.03 - 2006.09
Retail Supervisor
Republic
2000.06 - 2003.02
NVQ Level 3 - Customer Service
ACT
NVQ Level 3 - Management
ILM
A-Levels - English Lit and Language
Mountain Ash Comprehensive
GCSEs - Maths, English, Science, Art, Business Studies, History
Mountain Ash Comprehensive