Hannah Lush

Experience

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  INTERCALL

  Mar 2007 - Dec 2012

  Event Support/Call Delivery Team Leader

  Global Audio & Visual conferencing supplier. Managing the Event Team responsible for all VIP customer bookings and conferences.General day-to-day staff/inbound call centre management, handling Customer Complaints, HR duties, Customer Service call coaching monitoring, staff development, KPI monitoring & out of hours on-call support for high profile customers.

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  Anchor Hanover Group

  Dec 2012 - Aug 2019

  Team Leader

  HOC are Anchor Hanover Groups’s 24hr/365 day a year emergency response call centre, responding to emergency situations and various other Housing related calls from vulnerable and elderly customers. General day-to-day staff/inbound call centre management, handling Customer Complaints, HR duties, coaching, staff development, KPI monitoring & OOH on-call management support for 35 FTE. Key achievementsDesigned & implemented department dashboard, which enables monitoring of Individual, team & department KPI performance of 35 FTE. Reduced overall team error rate from >5% to less than <1% per month.As a subject matter expert improved working practices, engagement levels & contributed to achieving a record high Customer Satisfaction score in excess of 97% in 2019. Designed staff training material including a detailed training plan and all documentation, to ensure consistent training for all staff. Introduced a Verification of Skills to monitor and maintain current staff training and development, ensuring knowledge standards are maintained. And through providing support and coaching for a team member, they were successful in obtaining promotion from Operator to Team Leader. Awarded organisation ‘Making it Happen’ colleague of the year 2017, for developing a South West committee to provide opportunities for staff to make positive relationships across the organisation, create opportunities for all staff to have an impacting and active voice and to build a community culture which encompassed the organisations values. Raising £1,000+ for charities each year and enabling relationships to be built by staff across differing departments. Developed & implemented Cloud based Omni Channel Telecare Solution, as a subject matter expert successfully re-engineered customer contact and operational practices, introducing skills-based routing. Quickly learnt database configuration and successfully configured workflows, user profiles, routing & enhanced dynamic reports/dashboards. Show less

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  KBR, Inc.

  Sept 2019 - now

  • National Service Hub Manager

    Jun 2021 - now

  • Contact Centre Manager

    Mar 2020 - now

  • ICC Assistant Manager

    Sept 2019 - Mar 2020