LOUISE CASSIDY

Reporting to Chief of Staff

Managing: WFM lead, 3 Leads, Training manager, Process Manager, Delivery Manager (B2B)

• Fostered a motivational and productive team culture via reward and recognition programme.
• Partnered with Business Operations to design and implement enhanced reporting tools, providing deeper insights into team and individual performance.
• Aligned team SLA's with business OKR's
• Represented Customer Operations in P&L/Budget meetings with finance team.
• Re-established how we quality assured to surface CSAT and process improvement insights.
• Conducted root cause analysis with the objective of exposing self serve opportunities.
• Reduced overhead costs through efficient resource allocation and budget management.
• Maintained CSAT scores above 85% consistently. Average of 95% QA, FRT in chat 90secs and 12hr email response times.

Managed four team leads, Process Manager Training and Quality Manager.

• Ensured timely achievement of departmental KPIs and core deliverables managing 16k conversations, closing 12k inbound contacts per month across email, live chat and tickets and phones.
• .Managed key admin functions amounting to 60% of allocated resource supporting B2B and tutor onboarding support tasks in alignment with stakeholder SLA's.
• Accountable for process improvement initiatives that reduced costs and increased team efficiency.
• Delivered actionable insights through improved contact categorisation, streamlining internal workflows and inbound routing.
• Worked closely with workforce management to ensure resource and coverage was consistent across opening ours and across channels.
• Remodelled frontline support in response to business changes to create skills and knowledge based SME frontline support team.
• Handled complex people matters in collaboration with People Team, ensuring fair and compliant outcomes.

Oversaw a team of 35 associates,4 team leads and a process lead, enhancing customer service in a dynamic environment.

• Improved live chat SLA's by introducing clearly defined performance metrics.
• Implemented WhatsApp as a communication channel, increasing service flexibility and improving overall SLAs by 10% evenings and weekends.
• Refined operational work streams to minimise costs using failure demand data analysis.
• Collaborated with key stakeholders to reduce tutor pay-related inquiries by 70% through process optimisation.
• Simplified ways of working by creating an admin function to optimise resources and better serve frontline coverage.
• Partnered with operations leaders to restructure the support model into a Centre of Excellence, improving quality, efficiency, and service consistency.

Reporting to Director of Customer Service

• Managed London-based contact centre, overseeing six bilingual teams in German, French, and Spanish.
• Monitored key performance indicators to optimise customer journey and enhance profitability.
• Streamlined processes to boost team efficiency and productivity.
• Implemented Employee Engagement Strategy, raising engagement scores from 553 to 632 within one year.
• Increased upselling revenues by 59%, generating over £1 million in annual sales.
• Mentored Team Leaders through coaching, identifying high-potential individuals for internal promotions.
• Developed guidance pack for Team Leaders, applying SLAs to ensure task consistency.
• Designed an improved promotional process for employees, improving fairness, motivation and resulting in stronger KPI performance.

• Assisted Customer Services Manager in achieving Contact Centre KPIs for call handling and email response times.
• Managed team resourcing and supported recruitment processes, including interviews.
• Resolved escalated queries and addressed daily issues faced by team members.
• Represented contact centre in interdepartmental meetings with Marketing, Buying, and Merchandising.
• Coached CSRs weekly on call and email handling techniques.
• Conducted monthly performance reviews and management tasks for team members.
• Motivated team through clear daily targets and productivity management.
• Fostered a positive environment by implementing reward and recognition programmes.
• Dealt with customer complaints, ensuring a satisfactory resolution.
• Liaised between customers and internal departments to address and resolve customer service concerns.

• Managed one account with 60 staff and two supervisors, reporting directly to Account Manager.
• Expanded team from 12 to over 60 advisors through strategic hiring and training initiatives.
• Set clear goals, delegated tasks, and established deadlines to optimise workflow.
• Identified training needs and delivered coaching to enhance team effectiveness.
• Developed new employee evaluation process, resulting in significant performance improvements.
• Produced comprehensive reports and forecasts on a weekly, daily, and monthly basis.
• Delivered exceptional client service by addressing concerns and providing tailored solutions.
• Led team of 60 advisors and sales associates to boost performance in a busy outsourcing environment.

• Successfully managed administration, marketing, and bookings for a performing arts start-up.
• Oversaw job placements for approximately 30 freelance professionals across various projects.
• Facilitated hiring, training, and professional development of contractors in diverse settings.
• Developed job opportunities for young creatives to foster industry growth.
• Established affordable spaces for youth to learn performing arts skills.