Kelly Feeney

Confident, enthusiastic and adaptable professional with strong communication and organisational skills. Experienced in customer service management, complaint resolution, and stakeholder engagement within fast-paced operational environments. I work effectively both independently and as part of a team and consistently demonstrate reliability, excellent attendance, and strong time management.

I am highly organised, quick to learn new systems, and proactive in identifying solutions and improvements. Currently seeking a permanent role that offers opportunities for progression, development, and the ability to contribute positively to team and organisational success. Full UK Driving Licence.

Customer Communications Manager at OCU Limited (2023-01 – Present)

Responsible for managing customer communication and engagement across operational sites while ensuring high service standards and effective complaint resolution.

• Conduct customer service audits and deliver staff training using internal systems and reporting tools
• Liaise with contractors, project teams and external stakeholders regarding site activity and resident concerns
• Manage and resolve customer complaints in a professional and timely manner
• Maintain a visible presence on site, supporting residents and operational teams
• Ensure site communications meet company and regulatory standards
• Log, monitor and track customer interactions through internal systems
• Identify risks and opportunities and report findings to management
• Engage directly with residents through door-to-door visits, meetings and letter drops
• Apply SLG knowledge to ensure safe and compliant site environments

Customer Experience Coordinator at Lightsource (2020-01 – 2023-01)

Managed customer service processes across multiple projects while supporting operational teams and ensuring service standards were maintained.

• Processed and managed customer complaints and claims
• Coordinated project activities, resources and documentation
• Monitored complaint progress and ensured timely resolutions
• Maintained detailed records and internal reporting systems
• Conducted quality assurance to maintain service standards
• Identified risks and opportunities for service improvement
• Collaborated with stakeholders to remove operational blockers

Customer Experience Advisor at KCOM Group Ltd (2018-01 – 2020-01)

Delivered high-quality customer support while consistently exceeding performance targets.

• Managed inbound and outbound customer communications
• Diagnosed and resolved broadband and telephony issues
• Built strong rapport with customers and handled escalations professionally
• Supported recruitment and training of new team members
• Delivered soft skills coaching to colleagues
• Organised charity events within the team
• Consistently exceeded SLA and KPI targets and received recognition for outstanding performance

Trainee Supervisor at Iceland Foods (2017-01 – 2018-01)

• Supervised store operations including tills and cash handling
• Coordinated deliveries and delegated tasks to team members
• Maintained high standards of customer service and store presentation

Bar Staff at The Meadows Public House (2014-01 – 2017-01)

• Delivered customer service in a busy hospitality environment
• Managed stock and processed deliveries
• Cash handling and food service

Management Training Programme – Iceland Foods

On-the-Job Training – The Meadows Public House

GCSEs in Multiple (1996-01)