Karen Sullivan

I'm an experienced operations and customer service leader with over 35 years in team management, performance delivery and customer experience. I have a proven track record and strong focus in driving engagement, delivering KPI results, managing change and improving processes. I possess a strong coaching background with a focus on retention, quality and team development.

I'm well experienced in leading teams through organisational change and I continue to be passionate around striving for continuous improvement and providing innovative ways of working whilst enhancing customer satisfaction.

Operations Support Team Manager (Aftersales Retention) - QVC

(2020-01)

• Lead the aftersales retention function, ensuring high levels of customer satisfaction and loyalty.
• Manage and coach teams to deliver against key KPIs and service targets.
• Oversee budget management and resource allocation.
• Drive engagement initiatives to improve team performance and morale.
• Lead change management initiatives across operations.
• Continuously improve customer experience through insight and feedback.

Product Information & Carrier Delivery Team Leader - QVC

(2015-01 - 2020-12)

• Managed a team of 15 staff focused on product information and delivery operations.
• Coached team members to improve performance, quality, and communication.
• Monitored and measured quality standards, ensuring consistent service delivery.
• Enhanced internal communication processes for greater efficiency.
• Supported operational improvements in logistics and customer communication.

Call Centre Team Leader - QVC

(2010-01 - 2015-12)

• Led a customer service team handling order processing and enquiries.
• Managed performance and productivity within a fast-paced call centre environment.
• Delivered coaching and support to improve customer interactions.
• Ensured service levels and customer satisfaction targets were consistently met.

Sales Team Leader - QVC

(1996-01 - 2010-12)

• Coached and developed sales teams to achieve targets.
• Led projects focused on process improvement and operational efficiency.
• Reviewed and implemented changes to improve sales performance.
• Drove team engagement and motivation.

Team Manager - Royal Sun Alliance

(1985-01 - 1996-12)

• Managed a team delivering customer service and operational support to the sales team dealing with life insurance.
• Developed staff through coaching and performance management.
• Ensured service standards and business objectives were achieved.

GCSEs - Fazakerley High School (1978-01 - 1985-12)