Sarah Berry

Customer Focussed Manager with 20 + years experience of working within a customer service industry. Skilled in all aspects of people management throughout the employee lifecycle. Recognised subject matter expert in handling complex underperformance, sickness absence and long term disability cases effectively. Experienced in delivering continuous improvement programmes, change initiative's and securing performance improvements across large teams through the design and delivery of effective training material and coaching sessions, tailored feedback and where necessary performance management to secure required uplifts. Experienced in managing remote as well as office based teams - successfully migrating my contact centre team to individuals homes within 1st week of lockdown with no interruption to service. Responsible for creating and delivering effective training, simplifying complex topics such as GDPR legislation to ensure compliance. Proven track record in succession planning, identifying and developing talent through coaching and mentoring. Responsible for ensuring resource is maximised on a daily/weekly and monthly basis across the contact centre, for telephony and service desk (HubSpot).