Maisie Lee

Versatile, dedicated and highly organised professional with experience across operational management, learner support, quality assurance, performance reporting and continuous improvement. Skilled in analysing data, identifying trends and implementing process improvements that enhance service quality, operational efficiency and customer experience. Experienced in managing complex enquiries, resolving issues, supporting performance improvement initiatives and collaborating with internal stakeholders to achieve organisational objectives.

Recognised for strong communication, organisational and problem-solving skills, with a proactive approach to delivering high standards, driving positive change and adapting to evolving business needs.

Contact Centre Manager - The Skills Network

(2024-12)

• Produce and analyse operational reports to support data-driven decision making, including the design and implementation of a semi-automated KPI tracker that accounts for role variations and provides visibility of daily, weekly and monthly performance against targets.
• Develop and maintain quality assurance processes to monitor service standards and drive continuous improvement. Established a quality monitoring framework that provided visibility of individual and team performance trends, supporting targeted development and continuous improvement.
• Review operational processes and customer journeys to identify inefficiencies and implement improvements, including the development of a Withdrawal Audit Tracker used to monitor audit performance, identify trends and target improvement opportunities.
• Investigate service issues and conduct root cause analysis to implement practical solutions, using audit insights to design and deliver targeted training that improved withdrawal audit performance from 70% pass with no advisories to 100% pass with no advisories within six months while eliminating audit failures.
• Monitor performance against key service indicators and use insight to improve customer and learner experiences, supporting operational efficiency and service quality across the contact centre.
• Coordinate cross-training and workforce development activities for 26 team members, creating and maintaining a live training matrix to plan, schedule and monitor training completion and ongoing development requirements.
• Handle complex customer and learner complaints, ensuring fair, timely and effective resolutions while maintaining high levels of customer satisfaction and compliance.
• Collaborate with internal stakeholders across departments to achieve operational objectives, ensuring activities are delivered in line with organisational policies, regulatory requirements and quality standards.

Learner Support Advisor - The Skills Network

(2023-04 - 2024-12)

• Provided personalised support and guidance to learners throughout their learning journey, delivering a high standard of customer service.
• Managed a varied caseload alongside inbound calls and email enquiries, effectively balancing priorities to meet service targets and deadlines.
• Built positive relationships with learners, including those identified as at risk, supporting engagement, progression and successful outcomes.
• Investigated complex learner queries, identified appropriate solutions and maintained ownership until resolution.
• Managed complaints and challenging situations with empathy, professionalism and a solution-focused approach.
• Worked collaboratively with colleagues to maintain service standards and contribute to service improvements.
• Maintained accurate learner records and ensured compliance with GDPR and data protection requirements.
• Applied safeguarding procedures appropriately and escalated concerns in line with organisational policy.

Waitress - Cosy Club, Lounge

(2022-10 - 2023-04)

• Delivered friendly and professional customer service in a busy hospitality environment.
• Managed multiple priorities while maintaining attention to detail and high service standards.
• Worked effectively within a team to ensure smooth service delivery during busy periods.
• Adapted quickly to changing customer needs and operational demands while remaining professional under pressure.
• Developed strong communication and relationship-building skills through daily customer interaction.

A Levels - Rochdale Sixth Form College

GCSEs - Hollingworth Academy