Catherine Killick

Experience

• 

  Next Ltd

  Oct 2008 - Oct 2018

  Managed the Womenswear and Childrenswear department in a 25,000 square foot store and led a team of 40+ sales staff, including 5 junior managers and sales coordinators. • Awarded Sales Manager of the Season for exceptional visual merchandising, department commerciality, and high area sales performance. Trained other stores on these techniques resulting in increased regional sales.• Oversaw 3 new store openings and refits, including Hatfield (Jan 2012), Enfield (Summer 2015), and Hitchin (Jan/Feb 2016).• Planned and executed seasonal events and key tasks, managing 40-60 temps during peak periods. 📍 Sales Manager Grade 4, London Colney Store (June 2013 - October 2018)📍 Sales Manager Grade 5, Hatfield Store (April 2012 - June 2013)📍 Sales Manager Grade 7, Hatfield Store (January 2012 - April 2012) Show less

  • Sales Manager

    Jan 2012 - Oct 2018

  • Senior Sales Supervisor / Sales Consultant

    Oct 2008 - Dec 2011
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  ASOS.com

  Nov 2018 - Sept 2020

  Customer Care Team Leader

  Led a team of 11 Customer Care Advisors and 1 Senior Advisor in a global, multi-channel, and multi-lingual contact centre during a high-expansion period where headcount increased by 125% within 18 months.• Transformed relationship with largest UK partner by introducing an enhanced referral process. Increased first-contact resolution rate by 6% and reduced cost to business through claim back method on lost orders fulfilled by partner.• Contributed to the implementation and training of a new customer-focused Quality framework resulting in quality scores above 90% on average within the first 3 months of rollout. • Developed a performance rating matrix for 3 customer operation roles, which was presented to HR and SLT and received unanimous sign-off, creating new objectives and development opportunities based on customer and business needs. Show less

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  Majestic Wine

  Sept 2020 - Feb 2021

  Contact Centre Team Leader

  Led and motivated a team of 8 Customer Care Advisors to achieve exceptional customer satisfaction levels, whilst meeting productivity KPIs in a multi-channel contact centre. Managed the Complaints and Delivery Exceptions (DE) team of 4 Advisors by effectively liaising with Supply Chain and the 3rd party warehouse to resolve orders outside of service level agreements.Successfully delivered projects to support the newly appointed Head of Contact Centre Transformation with a new strategy in Customer Care. Improved processes and performance during a period of significant change and growth for the business while overcoming challenges due to COVID.• Restructured and improved key DE team processes, resulting in a 13% increase in team productivity within 6 weeks. Implemented an Insights Performance Tracker to report on all offline tasks.• Established effective performance management processes, increasing customer satisfaction survey requests by 20%. Created and managed a shared Team Leader Performance Tracker with weekly Absence % calculation to monitor and drive KPI targets.• Facilitated training sessions and devised Advisor and Team Leader Ways of Working Packs, ensuring successful operations both remotely and in-office while meeting KPI targets. Show less

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  Discovery Inc

  Mar 2021 - Mar 2022

  Training and Quality Lead

  Built and developed the Training and Quality department from scratch, creating a scalable strategy to support globalisation and rapid growth of Discovery International's entertainment and sports businesses across EMEA, APAC and LATAM.Recruited 3 quality assurance and training specialist roles and worked with the CX team to leverage customer and agency feedback and KPIs to continuously improve the customer experience and drive operational excellence. • Managed major change programme for discovery+ customers through intensive planning of impact and scale assessments and proactive support to reduce customer friction for codebase migration. • Established and localised a new hire training curriculum and quality standards across all support channels for discovery+, Eurosport, GCN and GTV.• Successfully launched multi-channel customer support in 2 new regions, Brazil (LATAM) and Philippines (APAC). • Trained teams and delivered market-specific training programmes and customer communications for both Tokyo 2020 and Beijing 2022 Olympic Games across EMEA territories on a new codebase. • Designed and implemented a global QA framework, ensuring effective quality control processes were in place for BPOs and established ownership of calibrations within my team to drive alignment. Show less

• 

  Warner Bros. Discovery

  Mar 2022 - Mar 2023

  Training And Quality Manager

  Led the Training and Quality department, a key pillar in the multi-lingual, multi-channel, and multi-brand CX team within the digital team for Discovery International’s entertainment and sports businesses across Europe, Asia-Pacific and Latin America. Managed a team of 3 training and quality assurance specialists and developed regional training, quality, and transformation programmes across 100+ markets and a suite of direct-to-consumer products: discovery+, Eurosport, GCN, Golf TV, HBO Max and HBO GO. I oversaw the vendor relationships with the BPOs to manage performance and drive customer satisfaction.Focussing on the business deliverables and growth strategy, I delivered multiple global projects, new market launches and product releases, working collaboratively with all aspects of the business from Product, Legal, Marketing, Corporate Communications, PMO, Procurement, local market stakeholders and Partnership teams.• Executed a progressive and realistic CRM programme across international territories and established KPIs and metrics to measure effectiveness of the CRM initiatives.• Designed and implemented training programmes for various projects including new market launches of discovery+ in Germany & Austria, the BT Sport Joint Venture, platform expansions such as Roku & Amazon, commercial partnerships such as Sky & Vodafone, and large sporting events like the Australian Open. • Facilitated the introduction of Ad-Lite across scoped discovery+ EMEA territories by facilitating training sessions, creating learning materials and publishing FAQ articles. • Released an enhanced global QA framework and calibration strategy across legacy Discovery products and HBO Max EMEA. • Implemented new CSAT campaign using SurveyMonkey and set up automations and triggers in Zendesk. • Collaborated with new partner to onboard social media management tool to CX whilst coordinating training and compliance on new EU consumer rights directive for digital services. Show less

• 

  Marshmallow

  Sept 2023 - now

  • Senior Quality Assurance & Training Manager

    May 2024 - now

  • Senior Quality Assurance Manager

    Sept 2023 - May 2024