Kerry Oliver
Chartered Manager Degree Apprentice @Re Gen Group
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WORK HISTORY
Chartered Manager Degree Apprentice @Re Gen Group
Newcastle Upon Tyne, GB
EDUCATION
University of Southampton
Contract Management: Building Relationships in Business
The Open University Business School
The Digital Economy : Effective Supply Chain Management
Hanken School of Economics
Principles of Service Management
University of Reading
Managing People: Connecting Motivation and Performance
The Open University
Capacity and demand management
The Open University Business School
The Digital Economy: Selling Through Customer Insight
The University of Sheffield
Supporting Victims of Domestic Violence
University of Exeter
Understanding Gender Inequality
The Open University
Management and Leadership: Growing as a Manager
Durham University
Leading and Managing People - Centred Change, Management
CIPD Qualifications
People Management Skills
Northumbria University
BACHELOR OF ARTS (HONOURS) BUSINESS LEADERSHIP AND MANAGEMENT PRACTICE
ABOUT KERRY OLIVER
I’m an experienced customer service leader with lots of experience in enhancing customer experiences through colleague training, process reviews & implementation of best practices, resulting in maximum customer satisfaction. I’ve worked for the UKs’ flag carrier airline,one of the largest housing associations in the UK,a major UK house builder,the independent voice and home of professional standards for housing, an award winning family owned house builder and an ALMO responsible for managing a range of council housing services. My background gives me a unique insight into the challenges faced in customer service management. √ Customer Service √ Partnership & Team Working √ Customer Engagement √ Best practice √ Coaching & Motivating √ Training & Development √ HR √ Vision, Strategy & Leadership √ Continuous Improvement √ Team growth & motivation √ Building & Growing Relationships √ Business & Service Improvement √ Customer Experience √ CX6 √ Communication √ Data Analysis √ Strategic Planning √ Risk Management √ Complaint Management 23% reduction in aged defects by implementing more efficient working practices Re-focused & re-shaped customer service operations resulting in increased customer satisfaction scores89% reduction in time taken to resolve complaints through teamworking I’ve lots of experience & expertise in customer service, sales & marketing activities & enjoy playing an integral part in developing long term, strategic relationships. I’ve made significant contributions in planning & implementing customer service proposals & have proven success in delivering results & exceeding targets, particularly in the Housing Industry. I monitor customer feedback & data closely to understand customers’ experiences to identify & drive areas for improvement. I constantly review performance to identify, resolve & prevent recurring blockages to customer delight. I actively look for customer focused innovations & gather intelligence on customer needs to improve customer satisfaction & gain competitive advantage. Able to engage, influence & negotiate with a wide range of customers, partners & other stakeholders. I\'m passionate, efficient, creative, reliable & always willing to be different & step up to the challenge. I\'m a ‘learn-it-all’ not a ‘know-it-all’. I love making my colleagues & customers happy~take a look at some of their blush-worthy comments below
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