Rebecca Gaywood
Customer Experience Manager @Auk Hygiene
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WORK HISTORY
Customer Experience Manager @Auk Hygiene
EDUCATION
Heriot-Watt University
Organisational Development and Management of Change
Cranfield School of Management
Breakthrough Strategic Thinking
University of Exeter
MA, Professional Development in Management
Cranfield School of Management
Customer Experience Strategy
SKILLS
ABOUT REBECCA GAYWOOD
An experienced senior manager/leader with over 20 years management experience working within Employability, Healthcare, Information Technology, Security/Manufacturing and Financial Services. Skilled in Customer Experience Strategy, Contact Centre and Customer Service/Support Management, Business Administration and operations management.Focused on enhancing customer and employee experience, creating customer centric cultures and driving operational, process and customer service improvements and efficiencies. Experience of successfully implementing new customer service/support and operational teams/departments and setting up omni channel contact centre software platforms from scratch and new to the business, contact centre reporting/analytics. Understanding and experience of using workforce management tools.Managing multiple teams and business operations, including customer service, purchasing, business administration and finance administration. Experience of implementing customer satisfaction and feedback programmes, measuring satisfaction, effort and Net Promoter Scores.A passion for people with extensive experience of managing and supporting teams and team leaders, implementing performance management and skills matrices and interventions to enhance performance.Skilled in complaints management, Customer service training.Graduated from University of Exeter with an MA in Professional Development/ManagementHeriot Watt University with a Post-Graduate Certificate in Organisational Development and Change.
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