Mary Noel

• Respond to emergency 999 calls with a high degree of professionalism, quickly assessing situations and gathering critical information to accurately prioritize and dispatch appropriate emergency services (police, fire, ambulance).
• Demonstrate composure and empathy in high-pressure situations, ensuring callers feel supported and reassured while providing clear instructions to aid in their safety.
• Handle an average of 400-500 calls per shift, maintaining response accuracy and speed, resulting in a 99% accuracy rate for service dispatches.
• Trained in emergency response protocols, safeguarding procedures, and data privacy policies to ensure the highest standards of caller confidentiality and compliance with BT’s guidelines.
• Utilize state-of-the-art call-handling technology and real-time databases to locate caller information, providing accurate and swift assistance to emergency services.
• Collaborate with dispatch teams and other emergency handlers to ensure seamless communication and coordination, optimizing response times for life-saving interventions.
• Recognized by management for quick-thinking, empathy, and adherence to protocols, receiving a commendation award for outstanding call-handling skills and service excellence.

Execute recurring surveillance testing for the defined testing scope within a surveillance review Document detailed test instructions and results to documentation standards and meet required deadlines.

Analyze test results to identify defect categorization and root cause Make recommendations on final test outcome to Marketing Surveillance management

Effectively communicate test results to process owners and actively manage the closedloop for all defects identified during testing Maintain an appropriate depth of knowledge of Marketing processes that is necessary to effectively conduct surveillance testing.

Actively seek training and learning opportunities to increase knowledge and stay abreast of process changes

.Establish effective relationships with all Marketing teams that own processes and activities tied to the annual surveillance plan

Create and maintain repository of evidence documentation and workpapers to support testing activities that align with documentation standards.

As a Marketing Process Surveillance Manager, collaborated with QA teams to validate and test Avaya contact center platforms and related marketing communication workflows to ensure compliance, functionality, and customer experience standards.

 Developed and implemented a company-wide Customer Experience (CX) strategy, enhancing customer satisfaction and loyalty by addressing critical touchpoints and streamlining omnichannel interactions across web, mobile, contact center, and chatbot platforms.

 Analyzed customer feedback and survey data (NPS, CSAT, CES) to identify experience gaps; partnered with Product, Marketing, IT, and Support teams to implement targeted improvement initiatives, driving a 20% increase in customer satisfaction within one year.

 Optimized end-to-end customer journeysby identifying friction points and root causes of dissatisfaction, implementing process enhancements and targeted retention strategies that reduced customer churn by 15%.

Collaborated with IT, Product, UAT and QA teams to enhance digital experiences, leading website and mobile app usability improvements that resulted in a 30% increase in positive digital touchpoint feedback.

Conducted comprehensive chatbot testing and validation, including functional, NLP, intent recognition, and conversation flow testing to ensure accuracy, compliance, and seamless customer interactions. Partnered with QA teams to validate chatbot integrations, response accuracy, fallback handling, and escalation to live agents, improving first-contact resolution and reducing response times.

Established and monitored key CX performance metrics and dashboards, delivering executive-level reporting and actionable insights to drive data-informed strategy adjustments and continuous improvement.

Championed adoption of emerging CX technologies, including CRM enhancements and AI-powered chatbots, improving personalisation, automation, and customer response efficiency.

• Delivered exceptional customer service by handling inbound and outbound calls, emails, and chat inquiries with a high level of professionalism, achieving an average customer satisfaction score of 95%.
• Built rapport with customers to understand their financial needs, proactively identifying and offering relevant products and services to enhance their experience and meet sales goals.
• Consistently exceeded monthly cross-sell and upsell targets, contributing to an increase in product adoption rates by 20% and boosting overall account profitability.
• Conducted needs-based assessments and presented personalized product solutions, including credit card offers, loan products, and financial tools, helping customers make informed financial decisions.
• Resolved complex customer issues promptly, resulting in a reduction of repeat calls by 15% and enhancing first-contact resolution rates through in-depth product knowledge and efficient troubleshooting.
• Maintained accurate and up-to-date records of customer interactions and sales activities in CRM systems, ensuring compliance with Synchrony’s policies and regulatory guidelines.
• Participated in regular training and development programs, continuously improving product knowledge, sales skills, and customer service techniques to deliver a better customer experience.
• Collaborated with team members and managers to share best practices, identify opportunities for process improvement, and achieve team goals.