Kelsey Hughes

Experienced Operations and Customer Service Professional with over five years' experience in logistics, warehouse operations, team leadership and customer support. Proven track record of supervising teams, coordinating daily operations, resolving escalated customer issues and maintaining high standards of productivity, compliance and service delivery. Skilled in training and mentoring staff, managing workloads and supporting business objectives within fast-paced environments.

Adaptable, organised and highly dependable, with experience across logistics, insurance claims, customer service and administrative operations.

Team Leader at Amazon Sortation Centre (2021-09 – 2024-03)

Supervised teams within a high-volume logistics operation, ensuring productivity, quality and safety targets were consistently achieved.

• Coordinated daily floor operations, allocating resources and rotating staff to maximise operational efficiency.
• Monitored workflow performance and identified operational risks, bottlenecks and process issues, escalating concerns where necessary.
• Trained, coached and mentored new starters, supporting successful onboarding and long-term performance development.
• Collaborated with management teams to resolve operational challenges and maintain smooth workflow throughout shifts.
• Maintained compliance with health and safety procedures while promoting a positive and productive working environment.
• Supported continuous improvement initiatives aimed at increasing efficiency and service standards.

Floor Supervisor at Allay Claims (2020-03 – 2021-09)

Led a team of customer support agents within a regulated insurance claims environment, ensuring service quality and operational targets were met.

• Managed day-to-day team activities, workload distribution and staff scheduling to maintain efficiency and productivity.
• Acted as the primary escalation point for complex customer cases, resolving complaints professionally and fairly.
• Conducted quality assurance reviews of completed cases and recorded calls to ensure regulatory and company compliance.
• Delivered one-to-one coaching, performance reviews and ongoing development support to team members.
• Produced performance feedback and monitored team KPIs to drive service improvements.
• Provided management cover during Team Manager absences, ensuring uninterrupted department performance.

Customer Service Office Assistant at Britannia Taxis (2019-01 – 2020-12)

Delivered customer service and administrative support within a busy transport and dispatch operation.

• Managed inbound enquiries from customers, corporate accounts and drivers, resolving issues efficiently and professionally.
• Coordinated real-time booking and dispatch activities, responding effectively to urgent requests and service disruptions.
• Maintained accurate records, booking information and driver logs with a high level of attention to detail.
• Assisted with complaint handling and operational problem-solving within a fast-paced environment.

Subsidiary Diploma in Applied Science – Kirklees College (2016-01 – 2017-12)

GCSEs – Spen Valley High School (2011-01 – 2016-12)