Sarah Rowe

WORK HISTORY

EDUCATION

ABOUT SARAH ROWE

I\'m a committed and collaborative leader, with significant experience in Operational Leadership and Customer Service and Experience, within fast paced, margin-conscious and highly regulated businesses, in both B2B and B2C environments.I\'m always accountable for metrics of service delivery including customer experience (inbound and outbound contacts, query and complaint resolution and customer satisfaction ), whilst driving continuous improvement and efficiency in how high quality service and experience is delivered to our customers, and how value is added ultimately to the bottom line.I led the transformation of Customer Service Operations from a dispersed multi-site operation, to a centralised Contact Centre. This transition programme was achieved across 4 years of improvement initiatives, from virtual centralisation, to Contact Centre completion December 2017.I\'m an experienced leader of people with exceptional interpersonal skills, successful in motivating and creating empowered, loyal teams. I leverage internal and external networks to support delivery of major changesI\'ve been a key player in cultural transformation initiatives – central in getting Customer Service on Board Room agendas.I bring impact to organisations through leading programmes of work which drive improved customer experiences and maximise operational efficiencies.My focus is developing the potential in ANY team, managing with a collaborative style and leading by example, to ensure that we deliver on promises and plans and are the best we can be.