Louise Pitt
Head of Customer Service @Verifile Limited
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WORK HISTORY
Head of Customer Service @Verifile Limited
ABOUT LOUISE PITT
I’m a customer-obsessed operations leader with over 15 years’ experience driving service excellence for award-winning brands across retail and SaaS.Passionate about creating effortless customer journeys, I blend operational excellence with creative thinking — always looking for new ways to connect the dots, solve problems, and deliver better outcomes for both customers and businesses.At the heart of my approach is a deep belief in people, whether that’s building high-performing teams, developing strong and sustainable stakeholder relationships, or empowering individuals to deliver brilliant service moments.I thrive on bringing energy, focus, and fresh perspectives to every challenge, embedding customer-first thinking into strategy, operations, and everyday decision-making. It’s this mix of creativity, resilience, and commercial sharpness that fuels the operational and cultural transformations I lead.Key SkillsLeadership | Customer Experience Strategy | Relationship Management | Operational Excellence | Continuous Improvement | Influencing & EngagementKey Achievements*Redesigned customer engagement through Live Chat implementation, enabling support to be more human, immediate and accessible across all Customer platforms.*Launched Customer Satisfaction (CSAT) programme from scratch, achieving >75% satisfaction in 2024 — putting continuous listening and improvement at the heart of service.*Implemented a self-service Help Centre attracting users in 6 months; leveraging customer insight to continuously evolve support content and reduce contact rates.
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