Rebecca Hale

Open to Head of Operations roles

Rebecca Hale

Customer Service Manager · Birmingham, UK

Fast answers, real fixes and customers who feel listened to.

71% → 92%
customer satisfaction
60
advisors
−45%
complaints

Roadmap so far

  1. 2015 – 2019

    Team Leader

    Midland Energy

  2. 2019 – PresentNow

    Customer Service Manager

    Midland Energy

How I work

I run a 60-person contact centre handling phone, email and chat for 400,000 customers.

Satisfaction went from 71% to 92% after we stopped counting call length and started counting problems solved.

Toolkit

Contact centre operationsCustomer experienceQualityWorkforce planningComplaintsZendeskCoaching
“She made the team proud of working in customer service again.”
Team Leader · Her team

Education

CCXP, Certified Customer Experience Professional

CXPA · 2021

Got a problem worth solving? Let’s talk.

Email RebeccaLinkedIn ↗