EE - Contact Center Professional of the Year
Company: EE, Hatfield, Hertfordshire, United Kingdom
Company Description: EE is the parent company for the Orange, T-Mobile and EE brands, with 27 million customers, 16,000 employees and 700 stores. Operating under the name Everything Everywhere until EE launched with 4G services in October 2012, it has always been our mission to give people instant access to telecommunications services, accessing whatever they want, whenever they want it, wherever they are in
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Contact Center Professional of the Year
Nomination Title: Karla Cagney, Business Operations Manager
Tell the story about what this nominee achieved since the beginning of July 2011 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Karla Cagney currently manages our Corporate Business Operation in Greenock as an Operations Manager and has worked for EE for over three years. In that time Karla has not only established herself as an exceptional leader in her area but across the Business and Collections Directorate as a whole; widely recognised as an outstanding professional and a role model for behaviour and execution of delivery.
Karla has consistently demonstrated benchmark leading performance across a diverse and multi-functional department. Since July 2011 she has exceeded performance metrics for Customer Experience scores, surpassed service level agreements and executed critical change.
Since July 2011 Karla’s areas have:
•Delivered ‘9/10’ results for the Customer Experience Scorecard – an unsurpassed result in the EE business.
•Delivered excellence in Contract Support and Validation, having never missed a service level in the rolling 12 months. She’s also grown the size of this team to accommodate the increasing work being delivered - a result of their operational excellence.
•Delivered over 95% call answered service level (within 20 seconds) and over 90% email service level (within 24 hours).
•Delivered over £3million revenue through her medium retention team in 2012 YTD – a comparitable revenue uplift of 15% from 2011 equating to 18% Save Rate improvement.
•Delivered multiple business critical projects in 2011 and 2012, such as a project to migrate work (the operational ownership of Scottish Government and Scottish NHS contracts and implementation) from a Business unit in Sunderland to her teams in Greenock .
•Delivered Corporate ‘Orange’ to EE seamlessly in Greenock in time for EE brand launch with no impact to Corporate customers.
To deliver her business plan for ‘Best’ results Karla has been the public face of her operation, for customers and especially for internal stakeholders. She has shown resilience and professionalism in ensuring all needs are met and has personally visited them to resolve any concerns.
The work Karla has carried out overall in executing delivery plans for operational change has been nothing short of exceptional and as a direct result, two high profile Scottish Public Sector accounts were brought under her remit. To support the delivery, not only has she personally overseen the connections coming to the ‘in-life’ teams, she has facilitated on-site visits to give credibility in the delivery and has been commended for her level of professionalism in this process.*
In delivering the transfer of work from Sunderland to Greenock, Karla has not only delivered an efficiency saving of £80,000, she has migrated the work seamlessly so no impact has been felt within the customer base; so much so she has received fantastic feedback from another Head of Business for her contribution in the key project**
In summary Karla personifies professionalism and can be commended as a role model.
Provide a brief (up to 100 words) biography about the nominee:
Karla Cagney is the Operations Manager for our Corporate Business operation. Passionately the public face for her area, she has a highly supportive and collaborative leadership style and is widely recognized as an outstanding professional.
Truly passionate about making a difference, Karla owns customer issues in their entirety, managing through to solutions. Highly resilient, Karla is a perfect role model and she considers corporate customers’ end to end processes constantly when on project calls planning for launches, right through to delivery, with outstanding results.