Kerry Louise Swaine

• Communicating daily with Clients discussing current affairs and procedures.
• Provided strong leadership to enhance team productivity and morale.
• Concentrating on call listening on both inbound and outbound calls, helping to resolve a queries at high speed for the Client.
• Creating task rotas and scheduled breaks for advisors.
• Managing large-scale projects and introducing new systems, and processes to advisors helping to achieve challenging objectives.
• Mentored advisors focusing on skill development and career progression.
• Using initiative to raise any operational or technical concerns as soon as they are identified to ensure rapid resolution either in-house or via the Client.
• Investigating and delivering constructive feedback helping to coach agents regarding calls or process led work.
• Note taking in MBR meetings with Clients and upper Management teams.
• Generated action plans and procedure documents for struggling agents regarding KPI’S and targets.
• Hosting weekly training sessions discussing new announcements and process updates for advisors.
• Ability to direct requests and unresolved issues accurately to the designated point of contact.
• Proactively carry out tasks required to meet business needs (Management support, Coaching, Training, Feedback).

• Embraced customer interactions and showcased excellent product knowledge.
• Ensured accurate representation of the brand by maintaining consistent messaging and visuals across all work platforms.
• Collaborated with various departments within the organization to gather valuable insights on consumer and competitor activity.
• Contributed to a positive team culture by opening up communication and providing constructive feedback to colleagues.
• Responding to email enquiries from both the Client and Management team to help produce daily updates for my advisors relaying critical product knowledge needed for the day.
• Responsible for supporting, encouraging and managing customer service advisors to help resolve customer queries, ensuring the customer and the client’s needs remain a priority at all times.
• Being a key contact for advisors resolving real time queries on the floor and handling of call escalations where required.
• Creating procedure documents quickly and efficiently helping advisors to refer and advise correct guidelines in real time activity.
• Continual checks for SLA regarding agent wrap times and call lengths.
• Delegating workload based on agent skillset and targets provided by the Client.
• Capacity to work across a number of computer systems and software to record data and solve queries.
• Ability to take ownership and responsibility for each customer journey.
• Excellent interpersonal and communication skills, both written and verbal.

• Courier and warehouse intermediate.
• Order and payment inquires.
• Seasonal & trend advisory.
• Handling of escalations & customer care.
• Multi channel soft skills.
• Material & special parts advisory.
• Third party handling & advice.
• Investigation & process led work.

• Factories and pattern queries
• Pattern and downloads / configure and sending
• DHL queries
• Organisation of in house deadlines / seal by dates / factory deadlines
• Intermediate between pattern room, qa & merchandising
• Coordinator of archive, trend, fabric, seasonal & sketch folders
• Invoice & admin organisation / accounts / payment
• Handling of deliveries and packaging
• Photo and documentation edits
• Seasonal files / coding sequences
• Runner / garments and documents