Kim Kehoe
Aubin Grove,WA
Summary
For the last 13 years I have been working for the Welsh water board Dwr Cymru Welsh Water (DCWW) in the UK. Throughout my 13 years with Welsh Water I have gained valuable experience in various roles and enhanced many professional skills. I am a proven leader in improving customer service and satisfaction. I am skilled in strategic planning and problem-solving.
I have excellent abilities in report writing and computer systems therefore significantly improving operational efficiency. I demonstrate innovation by developing strategies to improve business efficiency. I am a committed and reliable business professional with experience in being a team leader, this experience has allowed me to support and guide other team members to excel within their own roles while effectively managing their progression.
Overview
9
9
years of professional experience
Work History
Customer Resolution Officer
Dwr Cymru Welsh Water
05.2022 - 06.2024
- Scheduled both planned maintenance and reactive tasks to field operatives via SAP, ensuring timescales are adhered to and full job instruction followed through.
- Responsible for prioritising, and scheduling work for both customer service and environmental incidents to the available operational resources, ensuring efficient use of resource, whilst delivering to Service Level Agreements (SLAs) and regulatory requirements, including traffic management.
- Actively monitored incoming feedback, raising / releasing of follow on tasks where required to ensure continuity of workflow in a timely manner.
- Optimised resource allocation for projects by closely monitoring deadlines and adjusting schedules accordingly, ensuring timely completion of tasks.
- Recognised and raised to the challenges of driving and embedding change in a rapidly moving environment.
- Managed high-stress situations calmly and effectively, resulting in positive outcomes for both the company and the customer.
- Managed field operations resource efficiently, producing an effective schedule of work, minimising on travel/sleep-time requirements and overtime.
- Contributed to the development of best practices in scheduling methods that led to more accurate forecasting models and resource allocation strategies.
- Resolved scheduling conflicts proactively by identifying potential issues early on and implementing alternative solutions as necessary.
- Develop and maintain strong working relationships with Network, Operational and Technical teams, and other areas of the business, to ensure the busisness meets its performance targets.
- Mentored new team members. Reviewed staff performance and provided coaching where needed.
- Coordinated teams to address complex issues, leading to more efficient problem-solving processes.
- Liaised with multiple agencies to streamline operations, enhancing overall response times during emergencies.
- Assisted customer service manager with complaints and issues during times of department short staffing. Cross-trained and provided backup support for organisational leadership.
- Adhered to industry regulations, minimising risk exposure for the organisation.
- Enhanced communication between team members by organising regular meetings.
- Built effective relationships with key stakeholders both internally and externally.
- Utilised decision-making techniques to inform strategic planning processes and measure progress towards goals.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Generated reports detailing findings and recommendations.
- Maintained up-to-date knowledge of product and service changes.
- Participated in regular staff meetings where ideas were exchanged to improve overall team performance levels.
- Facilitated smooth transitions between projects by coordinating handovers between different teams or departments involved in overlapping activities.
- Enabled timely decision-making by providing accurate real-time information on resource availability and utilisation rates to management teams.
- Monitored employee availability to efficiently manage vacation requests, sick leaves, and overtime hours while maintaining optimal staffing levels.
Complaints Officer
Dwr Cymru Welsh Water
04.2015 - 05.2022
- Edited and proofread letters and written material for correspondence.
- Read incoming correspondence to ascertain nature of writers' concerns and to determine disposition of correspondence.
- Reduced response timeframes by creating standard response letters for frequently asked questions or common issues reported by clients or stakeholders.
- Expedited response times to inquiries by promptly addressing incoming communications directed to the Managing Director.
- Contributed to strategic decision-making by conducting research and preparing reports for the Managing Director's review, following written complaints or queries received from Members of Parliament, Council, Assembly Members or Environmental Health officers.
- Analysed complaint data to identify root causes, trends, issues and regulatory concerns.
- Maintained a good telephone manor to deliver exceptional customer service.
- Met customers, face to face or on site to help resolve their enquiries or complaints, which is something I have always enjoyed.
- Conducted quality control reviews on complaint data and addressed results with colleagues to influence positive change.
- Served as a role model for other complaints officers by maintaining a professional demeanour and providing exceptional service in all customer interactions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained accurate records of all complaints received, actions taken, and outcomes achieved for reporting purposes.
- Handled confidential and sensitive information.
- Achieved high levels of customer retention by providing personalised solutions tailored to individual needs.
- Maintained accurate records of all customer interactions, providing valuable insights for future engagements.
- Used advanced software to prepare documents, reports, and presentations.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed strong working relationships with external partners, strengthening collaboration on joint initiatives.
Education
Bachelor of Arts - Business Management Degree
University of South Wales
South Wales, UK04.2022
NVQ Level 1 - Customer Service
Dwr Cymru Welsh Water
South Wales, UKNVQ Level 2 - Customer Service
Dwr Cymru Welsh Water
South Wales, UKSkills
- Strategic Planning
- Innovation and Creativity
- Report Preparation & writing
- Computer literate
- Investigation leadership
- Teamwork and Collaboration
- Problem-Solving
- Decision-Making
- Written Communication
- Data Analysis
- Multitasking Abilities
Timeline
Customer Resolution Officer
Dwr Cymru Welsh Water
05.2022 - 06.2024
Complaints Officer
Dwr Cymru Welsh Water
04.2015 - 05.2022
Bachelor of Arts - Business Management Degree
University of South Wales
NVQ Level 1 - Customer Service
Dwr Cymru Welsh Water
NVQ Level 2 - Customer Service
Dwr Cymru Welsh Water
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