Rebecca Hartley
Growth Call Quality & Experience Manager at Virgin Media
- Location
- Manchester, United Kingdom
- Industry
- Marketing and Advertising
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Rebecca Hartley's Overview
- Current
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- Growth Call Quality & Experience Manager at Virgin Media
- Past
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- Client Services Manager at Adept Marketing
- Business Analyst at The Co-operative Group
- Project Manager at Langdon Systems
- Education
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- Winstanley College
- The Deanery High School
- Recommendations
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5 people have recommended Rebecca
- Connections
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299 connections
- Websites
Rebecca Hartley's Experience
Growth Call Quality & Experience Manager
Virgin Media
Public Company; 10,001+ employees; VMED; Telecommunications industry
August 2011 – Present (1 year 11 months) Manchester, United Kingdom
Head of the Quality & Customer Experience function within Virgin Media's Contact Centre Growth division. Responsible for the creation of a sales specific quality management strategy, robust quality management processes and delivery of brand reflecting customer experiences during the join and change journeys.
- Cultural & process change programmes
- Design and implementation of a call frameworks
- Developing a quality & customer experience strategy & operational model
- CSat and Voice of Customer measurement
- Management & Development
Customer Experience Manager
LBM
Privately Held; 1001-5000 employees; Outsourcing/Offshoring industry
January 2010 – September 2011 (1 year 9 months)
Responsible for the delivery of great customer experience for LBM's clients customers (the end customer). By looking at the end to end contact process and advisor lifecycle, combined with customer feedback intelligence, I work to ensure that all elements that affect the end customer experience are optomised.
Across the 15 months I have delivered an 11% increase on customer satisfaction scores across multiple activities and customer touchpoints, which has simultaneously improved core performance for our clients.
Bid Manager
LBM
Privately Held; 1001-5000 employees; Outsourcing/Offshoring industry
August 2008 – December 2009 (1 year 5 months)
Senior Account Manager
LBM
Privately Held; 1001-5000 employees; Outsourcing/Offshoring industry
2004 – 2008 (4 years)
Business Analyst
The Co-operative Group
Privately Held; 10,001+ employees; Retail industry
1999 – 2001 (2 years)
Rebecca Hartley's Skills & Expertise
Rebecca Hartley's Education
Winstanley College
1990 – 1999
The Deanery High School
1988 – 1993
Rebecca Hartley's Additional Information
- Websites:
- Groups and Associations:
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Contact Rebecca for:
- career opportunities
- consulting offers
- new ventures
- job inquiries
- expertise requests
- business deals
- reference requests
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