Amy Kenton

Accomplished and results-oriented leader with progressive experience delivering outstanding customer service. Enthusiastic problem-solver, collaborating closely with key stakeholders and executive management to develop budget-sensitive, customer-centric, and goal-oriented targeted business strategies. Articulate communicator, adept at multi-tasking, performing in fast-paced, high-pressure environments, and exhibiting exemplary leadership qualities with a passion for developing teams to their full potential.

Self-motivated and adaptable individual, with a desire to constantly learn, evolve, and succeed.

Chief Operating Officer at WorkL, Engaging Works Group Ltd (2021-06 – Present)

Leadership of Customer Success, Data and Insight, and Employee Experience teams to ensure the day to day success of the business. Deliver results for the business and its clients by building lasting customer relationships.

• 95% of clients renew their contracts at the end of their term.
• Established new practices to ensure successful delivery and to continuously improve ways of working.

Manager, Customer Care at Central Retail, Waitrose & Partners (2016-05 – 2021-06)

Leadership of 400 seat multi-site customer contact centre operation. Deliver significant effort in overseeing and monitoring customer experience standards to enhance customer experience. Provide highest level of customer service to develop lasting customer relationships.

Identified customers' problems by conducting root cause analysis and implementing corrective action plans to improve customer service. Expand customer base by utilising effective relationship management techniques. Achieve work objectives by using excellent leadership and effective development of people talent.

Tackle different challenging situations through excellent decision-making skills.

• Cut down company cost by creating and implementing cost effective operating model (90% outsourced, 10% in house) for continuous process improvement.
• Improved customer satisfaction by 5% per annum through developed and maintained positive relationships with customers.
• Restructured and nurtured multitasking team by delivering quality leadership to streamline management structure.
• Consistently reduced £9m annual cost by executing best practices to achieve organisations goals and values, while consistently delivering quality service.
• During Covid-19 pandemic, contact volumes have doubled, customer satisfaction has increased by 5% and cost per contact has reduced by 20%.

Various roles at John Lewis Partnership (2000 – Present)

• Supermarket department management.
• Delivered operational risk management framework and operating procedures for all Waitrose shops.
• Implemented organisational change to fulfill company strategic initiatives and goals.
• Active member of the Partnership Coaching Bank. GCGI Graduateship in Coaching Practice

Various volunteer roles on the Governing Body at Beech Hyde Primary and Nursery School (2018 – 2024)

Co-chair of the Local Governing Body, which is one element of the Governance structure for the multi-academy trust the school is part of.

BSc (Hons) in Applied Biology – Bath University