Isabel Naylor

Results driven Support Manager with 10+ years of experience in service desk operations, team leadership, and customer satisfaction. Proven ability to streamline processes, lead cross-functional teams, and deliver SLA-driven support in high-demand environments. A dedicated people manager with a track record of improving team performance and operational efficiency, now seeking to leverage strong leadership, operational insight, and coaching expertise in a senior management role.

First Line Support Manager at Ask4 (IT Services) (2023-12 – Present)

• Led the first-line support team, ensuring seamless daily operations across all service areas.
• Managed resolution of 2,000+ monthly incidents, maintaining a 95% SLA compliance rate.
• Drove a 20% improvement in team performance scores through targeted coaching and QA reviews.
• Handled internal and supplier escalations to maintain service excellence and customer satisfaction.
• Designed and implemented new processes and system improvements to enhance operational efficiency.
• Created and maintained policies, procedures, and quality documentation.
• Delivered regular KPI reporting to senior leadership and oversaw end-to-end hiring and onboarding.

Customer Service Manager at Virgin Media (2020-01 – 2023-12)

• Motivated, coached, and developed team members through call evaluations, structured feedback sessions, and performance management.
• Conducted regular 1-2-1 meetings, managed end-to-end onboarding, and led the full disciplinary process from initiation to resolution.
• Supported senior leadership in achieving business objectives, including management of ad hoc strategic projects.
• Handled escalations proactively, identifying and resolving operational issues before they impacted customers.
• Balanced sales performance management with customer retention responsibilities, consistently achieving KPIs.

Conveyancer at Oxley and Coward (2018-02 – 2019-12)

• Managed end-to-end processing of legal contracts for the purchase and sale of freehold and leasehold properties.
• Developed and executed a strategic business plan to drive growth and increase profitability.
• Designed and implemented a people strategy focused on employee development, coaching, and business success.
• Provided expert support to clients throughout the conveyancing process, addressing enquiries and managing escalations.

Lead Service Desk Analyst & Customer Service Agent at Telefónica UK / O2 (2008-02 – 2018-02)

• Managed end-to-end incident, problem, and change management, ensuring consistent SLA compliance across a 10-year tenure.
• Handled complex customer complaints and technical enquiries, achieving consistently high satisfaction scores.
• Conducted stakeholder meetings at a national level and led root-cause analysis for major incidents.
• Mentored and coached team members through performance evaluations and training programmes.
• Assisted in testing and developing Webchat and video chat services, contributing to product innovation.
• Gained broad cross-functional experience across multiple departments, strengthening both technical and customer service capabilities.