Kévin COSTELLOE

Pioneered customer service automation initiatives, including chatbots and intelligent ticket triage, to enhance efficiency and response times.

Optimized critical processes and tools for the support team, improving operational workflows.

Streamlined inter-departmental interactions and escalation protocols to ensure seamless customer issue resolution.

Customized Zendesk functionalities to align with agent needs, boosting productivity and user experience.

Strategically balanced customer expectations with key business objectives to drive sustainable growth.

Successfully deployed and established a new contact centre, overseeing all aspects from setup to operational readiness.

Managed diverse professional activities as an employed entrepreneur within a cooperative framework.

Demonstrated autonomy and adaptability in project execution and client engagement.

Built and scaled the CS Operations organization for UK, Germany, Norway, and Austria, managing 50 FTEs across 2 centers, including Team Leads and Quality Managers.

Directed daily CS operations, achieving a 30-minute email first reply time and maintaining 95% CSAT by optimizing service reactivity and quality.

Resolved complex customer cases through expert problem-solving and escalation management.

Led and collaborated with cross-functional teams (Product, Legal) to optimize processes and enhance service delivery.

Managed strategic projects, including implementing a worldwide telecom infrastructure and a comprehensive Zendesk revamp.

Managed customer service operations across Austria, Germany, and the UK, ensuring consistent service quality and operational efficiency.

Implemented best practices to enhance regional customer support frameworks.

Oversaw all aspects of customer service operations for the UK market.

Contributed to regional strategy and operational improvements.

Managed UK customer service operations prior to the company's acquisition by Getaround.

Maintained high service standards and operational effectiveness during a period of significant transition.

Led training and quality initiatives for a luxury Japanese vehicle brand across 10 international markets, including UK, France, Italy, and Germany.

Directed knowledge dissemination, market-specific adaptations, and legal compliance for training programs.

Implemented and managed quality audits, ensuring high service standards.

Collaborated with supervisors on KPI management, action plans, and performance improvement initiatives.

Provided direct supervision for a 40-person team, ensuring timely task completion and performance excellence.

Successfully advanced from an agent role to a quality leadership position, handling complex escalations.

Managed daily operations for multi-site bar/restaurant venues, overseeing personnel, cash and card transactions, and comprehensive reporting.

Resolved customer issues, staffing challenges, and technical malfunctions promptly to maintain service continuity.

Ensured strict adherence to Standard Operating Procedures (SOPs) and company policies.

Achieved exceptional Customer Service Excellence (CSE) scores (two consecutive 50/50, one 48/50, one 46/50), significantly surpassing the location average of 43/50.

Served as a primary contact for diverse client and financial planner inquiries on the Elevate Platform, covering valuations, investments, and platform challenges.

Ensured prompt and effective responses in a dynamic financial services environment, meeting stakeholder needs.

Developed a comprehensive understanding of wealth management complexities and client interactions.

Demonstrated rapid career progression from Customer Assistant to Team Leader, recognized for leadership potential by Area and Store Managers.

Received a Customer Service Excellence award from the Regional Manager for outstanding contributions to the 'Tell Tesco' campaign, leading to a higher response rate for the home store.

Managed cash transactions, stock, and assisted with substantial safe collections.

Contributed to efficient store operations, including shelf stocking and managing deliveries.

Managed telephone escalations and made critical decisions on voucher validity as Customer Service/Social Media Supervisor.

Handled customer correspondence (letters, emails, calls) and rebooking requests, consistently meeting company standards.

Spearheaded IT/System Support and Compliance initiatives, including system upgrades and a pivotal telephone system migration.

Managed supplier documentation, banking details, and insurance, serving as the primary liaison for supplier communications and promotional materials.

Oversaw product uploads and imagery on the company website, ensuring accuracy and appeal.

Served as the initial point of contact for drivers involved in incidents, coordinating with repair agents, insurers, and hire companies for comprehensive claims management.

Arranged estimates, repairs, and hire vehicles for clients and third parties, covering all types of vehicle damage.

Managed incoming calls for service bookings, mechanical repairs, and emergency breakdowns, directly liaising with a network of garages and recovery agents.

Provided out-of-hours emergency breakdown and hire assistance, demonstrating expertise in commercial vehicles and authorization procedures.

Managed invoicing coding for both car and commercial vehicles, ensuring accurate financial records.