Rikki Sollis

Experience

• 

  The Compton Swan

  Sept 2011 - Dec 2011

  FOH Staff

  • Worked in both the bar and restaurant concurrently, ensuring customer satisfaction and excellent service at all times• Delegated tasks amongst part-time members of staff and ensured that all necessary preparation and closing jobs had been completed correctly• Dealt with challenging customers and strived to achieve win-win situations• Provided training to new starters

• 

  Yell

  Mar 2012 - now

  • Leading a team of 10-18 Digital Consultants in a complex operation to ensure outstanding delivery of products and services• Empowering and motivating teams to meet KPIs and SLAs throughout the Welcome journey• Identifying opportunities and best practice to improve process, productivity and customer experience from the first point of contact through to go live• Responsibility for monitoring inputs and outputs through measures such as communication, quality, tools and systems, environment, learning and development, reward, and recognition• Building relationships with Sales, Customer Experience, Customer Care and Product Operations functions to deliver an optimal customer experience to drive revenue and an outstanding customer experience• Collaborating with Workforce Management to maximise team efficiency, optimise resource to maintain inbound and outbound SLAs and work in progress KPIs• Working with Sales to drive operational excellence across both areas, promoting a right first time, single touch customer experience that results in world class NPS scores• Transforming team performance through 121s, training and coaching, so that they can successfully support customers across several channels• Recruiting top talent, collaborating with L&D to ensure the team are set up for success from induction through to deliveryAdditional Achievements:• FY21, FY22, FY23 & FY24 Platinum Club Member• Hartley Award Winner on three occasions - Collaboration in May 2021, Courage in August 2022 & Ownership in April 2023• Instrumental in the delivery of "Welcome Plus" - an enhanced customer experience that improved NPS scores for Ultimate websites by +31 (50% improvement), reduced pre-live cancellations by 62% and increased 3-month retention by 19%• Lead multiple recruitment drives, hiring circa 90 agents• Design and implementation of scheduling model which more than doubled output productivity Show less • Onboarding UK SMEs and managing the creation of their digital portfolio, comprising of Yell's key products; Websites, e-Commerce, PPC, Video, Display, Social Ads, Reputation Manager and Yell.com• Working within the specialist tier, I was primarily tasked with managing higher spend clients and clients who had purchased more complex or technical products• Managing each customer from initial onboarding call through to setting their new digital products live• Identifying additional products which may benefit the client and relaying these leads back to their Account Manager or Customer Relationship ManagerAdditional Achievements• Awarded a place in Yell's Elite Club, for being amongst the top 10% of performers across Sales and Service.• Provided e-commerce product training to Product Support and InLife teams• Completed Amplify - Yell's national talent programme for aspiring managers• Regularly recognised at quarterly events for performance and contribution• Winner of a Yell ACE Award Show less • As the highest performer in the department, I was one of four selected to pilot Yell’s new Stores product, creating online stores for UK SMEs• Management of each customer from initial consultation through to publishing online• Leading a one-to-one tutorial of the store control panel, to ensure that the customer had the knowledge required to make their new store a success• Wrote copy that was optimised for search engines and completed the initial setup of the the customer's Online Store based on their requirementsAdditional Achievements• During this role I earned an exceptional reputation throughout the business for extensive product knowledge and for having an ability to rectify problems efficiently. I became the go-to person for both sales and service for e-commerce queries• Worked with the Yell Websites Product Manager and one of our Third Party Suppliers to create informative customer-facing tutorial videos, helping to increase customer knowledge and reduce product churn• Created training materials and videos for onshore and offshore colleagues• Regularly recognised at quarterly events for performance and contribution• Nominated for a Yell ACE Award• Nominated for a Yell Team ACE Award Show less • Created websites for UK SMEs• Researched each customer’s business and industry using appropriate and available resources• Provided excellent customer service and advice over the telephone to guide customers through the process of building and proofing their new website, whilst also providing them with the knowledge to help their website perform within the search engines• Wrote copy and proofread content to ensure error-free websites which accurately reflected the customer’s businessAdditional Achievements• As one of the department's top performers, I was selected to pilot and help land Yell's new Premium Plus website product Show less Secondment• Managed a team of around 10 Web Associates, monitoring their daily, weekly and quarterly performance against department KPIs• Offered regular support and coaching to team members to improve their performance against department KPIs• Worked effectively as part of a management team to compare performance of individuals and teams, sharing best practice and discussing potential areas for improvement• Built strong relationships with other departments within the business, creating mutually beneficial links• Utilised a range of different methods and incentives to help motivate team membersAdditional Achievements• Nominated for a Yell ACE Award Show less • Created websites for UK SMEs• Researched each customer’s business and industry using appropriate and available resources• Provided excellent customer service and advice over the telephone to guide customers through the process of building and proofing their new website, whilst also providing them with the knowledge to help their website perform well, and achieve a good return on investment• Wrote copy and proofread content to ensure error-free websites which accurately reflected the customer’s business Show less

  • Customer Welcome Team Manager

    Apr 2019 - now

  • Digital Specialist

    May 2018 - Apr 2019

  • Digital Customer Service Executive (E-Commerce Specialist)

    Jan 2016 - May 2018

  • Digital Customer Service Executive

    Jun 2014 - Jan 2016

  • Operations Team Manager

    Feb 2013 - May 2014

  • Web Associate

    Mar 2012 - Feb 2013