Julia Bailey

Background

About Julia Bailey

WHAT I’M GREAT AT: Cx & operational strategy, design & implementation | Team leadership & Development | Transformation & change | Data analytics, trends & insights | Service delivery excellence | Customer & stakeholder relationships & engagement | Business development, renewals & retention | Product adoption | Journey mapping | Optimising touchpoints & reducing pain points| Continuous service improvement | Growth planning | Customer satisfaction - NPS & CSAT | Strategic planning | Value proposition realisation | Cost effective & efficient service delivery | Budgets & forecasting | Coaching & mentoring | Resource planning | Digital, automation & self-serve initiatives | Process optimisation | Project delivery | End to end experience excellence | SOP, SLA, CSAT, NPS & KPI implementation & management | Board & senior leadership level reports & presentations | Culture & behavioural change | Creating & monitoring quality & consistency standards | Increasing product adoption & brand loyalty | Complaint & escalation management, including root cause analysis | Influencing product development and roadmaps | Onboarding | Compliance and regulation HOW I LEAD: By example to positively influence and engage employees | Empowering | Motivating | Encouraging ownership | Collaborative problem solving and continual improvement initiatives| Clear business and personal objectives and KPIs | Communicating business goals, vision and values | Sharing feedback & recognising success |Encouraging innovation and creativity | Understanding career goals, providing personal development plans and training | Providing resources and technology to improve productivity and performance WHY I’M GOOD AT MY JOB: Excellent Communication and Interpersonal Skills | Keen collaborator | Thrive under pressure in fast paced environments | Results & outcome driven | Empathetic, emotionally intelligent & passionate about people & delivering best in class customer service | Create a customer centric culture. providing the Voice of the Customer | Critical thinker and love a problem to solve | Able to inspire and lead INDUSTRY EXPERIENCE: Technology | Healthcare | Not for Profit Sector | Pharmacy | Regulatory Compliance | ISO 27001 and 9001 | B2B | B2C | SaaS | Cloud-based | Software Delivery and Support |Contact/Service Centres | SME, Enterprise & Startup | Oracle Netsuite CRM WHAT I AM LOOKING FOR: A new opportunity to create or transform a customer service/support or operations for a company dedicated to making a real difference to their customers.