Colin Mckenna

Dynamic professional with 8 years of experience in Service Excellence, dedicated to driving operational enhancements and elevating customer satisfaction. Expertise in implementing best practices that foster exceptional service quality and streamline processes. Proven ability to collaborate across teams, develop effective training programs, and leverage performance metrics to identify growth opportunities.

Committed to continuous improvement and delivering measurable results that enhance the overall customer experience.

Service Excellence - Scottish Power - Kura - Glasgow

(2017-02 - 2025-01)

In my role within Service Excellence, I focused on driving operational improvements and improving customer satisfaction through analysis, collaboration, and continuous improvement initiatives. Working in a fast-paced environment, I worked closely with internal stakeholders and cross-functional teams to ensure service standards were consistently maintained and improved. I also facilitated governance sessions to review performance, discuss service improvements, and support operational decision-making.

The core objective of the role was to maximise revenue generation through efficient service delivery, while maintaining a strong customer service focus.

• Spearhead the implementation of best practices to elevate service quality and streamline operational efficiency.
• Introduce targeted training programs that enhance team performance and improve customer interaction skills, resulting in stronger satisfaction scores.
• Monitor key performance indicators (KPIs) to assess service delivery effectiveness and identify opportunities for revenue growth.
• Conduct in-depth analysis of billing performance by consolidating report data and breaking down revenue across billing models. Identify earnings, losses, and gaps against financial targets to support strategic planning and decision-making.
• Perform regular audits of service processes, leading to measurable improvements in customer experience and operational consistency.

IT Asset Auditor & Data Sanitization - HPEFS - ManPower

Responsible for the intake, visual inspection, and secure data destruction of end-of-life or off-lease laptops and desktops. This role ensures all incoming computers are accurately checked for cosmetic damage, assigned a marketplace grade, and completely purged of sensitive information using certified Blancco erasure software to prepare them safely for resale.

• Cosmetic Audit & Grading: Thoroughly inspect laptops and desktops for physical wear, marks, scratches, or dents. Assign an accurate grading tier based on cosmetic condition to determine resale value.
• Secure Data Sanitization: Deploy Blancco Data Erasure software to securely wipe all storage drives (HDDs/SSDs), ensuring the total destruction of all user data and corporate operating systems.
• Inventory Logging: Scan and record the unit's serial number, system specifications, and finalized grade into the asset management database to release the unit for resale.