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I'm a passionate Customer Service Manager with over 10 years experience providing a personalised, fun and memorable customer experience. I love to dig into customer problems and analyse business processes to find new ways of implementing and using technology, automation and artificial intelligence.
I have experience in building and leading strong, motivated and successful teams who can exceed targets and KPIs. I believe in the idea that everyone is unique and I enjoy understanding someone's individual psychology. This deeper understanding has allowed me to develop others in a collaborative and supportive environment that fosters strong team values.
My current role as the Manager of the Customer Service Department at Bailey Nelson, involves the recruitment, training and continued development of a team of customer service agents, to deliver a personable and human based contact point for our customers to reach out to. We take a proactive approach to customer service as a company and this involves looking for trends and evaluating current systems and processes to make sure that we catch problems early and find effective solutions. As part of this role I also am tasked with building automated bots and integrating a range of automation and Artificial Intelligence into the company's processes.
One of my strongest values is continual improvement. As a lifelong learner I am always looking for ways to increase my knowledge and develop myself both personally and professionally. My goal is to continue to have a lasting impact on the businesses I work for, while showing that the collaboration between humans and technology can give the best outcomes.