Kelly Stevens
About Kelly Stevens
Kelly Stevens is a Senior Manager of Customer Care with over 11 years of experience in the field. She has a strong background in customer experience management, implementing Lean methodologies, and utilizing NLP techniques to enhance customer satisfaction.
Work at Nationwide Building Society
Kelly Stevens currently holds the position of Senior Manager in Customer Care at Nationwide Building Society. She has been in this role since 2013, contributing to the organization's customer service strategies and initiatives. Her responsibilities include overseeing customer care operations and implementing processes that enhance customer satisfaction.
Education and Expertise
Kelly Stevens studied at St Mary's College, where she earned a Bachelor of Arts degree in English and Business Management from 2000 to 2003. She also attended St Joseph's RC School in Swindon, where she focused on English and Business Management from 1993 to 1998. Her educational background supports her expertise in customer care and management.
Background
Kelly Stevens has a diverse professional background in customer service roles. She began her career as a Complaints Business Consultant from 2005 to 2007. Following this, she worked as a Service Delivery Consultant from 2007 to 2010, and then as a Customer Experience Manager for Savings from 2010 to 2012. Additionally, she served as an End to End Service Delivery Manager in 2012-2013.
Achievements
Throughout her career, Kelly Stevens has played a key role in shaping customer experience propositions and delivering measurable improvements in customer satisfaction. She has expertise in implementing Lean methodologies to enhance customer care processes and utilizes NLP techniques to improve customer interactions. Her strong background in conducting root cause analysis has enabled her to effectively address and resolve customer complaints.