Laura Kelly

Versatile, results-driven professional with over a decade of experience across operations, client management, cross-functional collaboration, and information design. Proven track record at OVO, Sky, and in facilities management of streamlining complex workflows, maintaining rigorous data and financial accuracy, and translating technical processes into actionable solutions. A skilled communicator adept at managing end-to-end account lifecycles, driving operational efficiency, and leading diverse teams to deliver exceptional performance and customer retention.

Zero Carbon Living Advisor (L3 Hammer) - OVO Energy

(2021-01 - 2024-12)

• Managed the end-to-end customer account lifecycle, delivering high first-call resolution rates across billing, technical issues, and service outages.
• Streamlined complex relocation transitions, managing account transfers, reconciliations, and new activations with strict data accuracy.
• Educated customers on intricate energy usage data and billing cycles, translating technical concepts into actionable steps to reduce churn.

Zero Carbon Living Advisor (L3 Hammer) - OVO Energy

(2026-01)

• Managed the end-to-end customer account lifecycle, delivering high first-call resolution rates across billing, technical issues, and service outages.
• Streamlined complex relocation transitions, managing account transfers, reconciliations, and new activations with strict data accuracy.
• Educated customers on intricate energy usage data and billing cycles, translating technical concepts into actionable steps to reduce churn.

Learning & Development Specialist (Customer Fulfilment) - OVO Energy

(2024-01 - 2025-12)

• Designed and deployed compliant, blended learning programs and induction modules covering technical and soft skills across nationwide hubs.
• Conducted full-scale Training Needs Analyses to map critical skill gaps and align L&D roadmaps with core business KPIs.
• Partnered with Product and Engineering teams to translate complex technical specifications into accessible knowledge bases and job aids.
• Evaluated post-training performance analytics to iterate content continuously, measurably improving knowledge retention and field consistency.

Bar Manager - The Colonial Bar

(2016-01 - 2021-12)

• Operational & Facilities Leadership: Oversaw daily venue operations, facilities maintenance, and end-of-day security, enforcing 100% compliance with licensing, health, and safety regulations.
• Financial Management & Reporting: High-volume cash handling, daily float balancing, and financial auditing with zero-discrepancy standards; managed secure banking transactions and weekly revenue logs.
• Inventory & Supplier Control: Managed stock levels, conducted weekly inventory audits, and coordinated directly with external suppliers to optimize margins, reduce waste, and manage operational costs.
• Team & Resource Optimization: Recruited, onboarded, and supervised floor and bar staff; and co-ordinated weekly staff rotas.
• Customer Experience: Maintained high service standards under pressure preserving brand reputation and ensure customer safety.

Learning & Development Trainer - Sky

(2014-01 - 2016-12)

• Designed and delivered targeted training modules for the Sky Mobile portfolio, enabling sales teams to consistently meet and exceed performance metrics.
• Facilitated high-engagement group training sessions and managed regulatory compliance tracking across frontline teams.
• Gathered operational feedback to continuously adapt training strategies and optimize weekly scheduling models.

English, Mathematics, and Business Studies - Grangemouth High School