$$$$
{{ $t($store.state.user.experience_value_in_dollars) }}
Expert
{{ $t($store.state.user.experience_search_name) }}
0
jobs
Senior business transformation professional with programme management expertise
Sarah Kennard
,
London, United Kingdom
Experience
Other titles
Skills
I'm offering
My name is Sarah. I am a dynamic, innovative and versatile senior consultant with a proven record advising on/leading cross-functional business transformation initiatives from inception to completion; developing people, optimising systems, enhancing customer experience and, ultimately, boosting profits for top-tier companies and fast-growing start-ups in pressurised settings globally.
I have a reputation as a solutions-focused and results-driven leader, able to challenge the status quo and deliver highly complex programmes to remit, quality, budget and deadline. An accomplished communicator, presenter and coach, I am also able to forge client/stakeholder relations at all levels, as well as developing, training and motivating high-performing onshore and offshore teams.
A confident and influential communicator, coach and trouble-shooter with first-class stakeholder management skills and the ability to hit the ground running on short and long-term contracting assignments with progressive companies and start-ups
A confident and influential communicator, coach and trouble-shooter with first-class stakeholder management skills and the ability to hit the ground running on short and long-term contracting assignments with progressive companies and start-ups
Markets
United Kingdom
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2019 - ?
freelance
Service Improvement Transformation Lead / Associate Consultant
unknown.
2015-2016
Ember Services (Contract)
• Headhunted to transform Moorfield Hospital's enquiry team as an Ember Services transformation lead (2019-date)
• Successfully built on recent discovery work, research and analysis; identifying opportunities to maximise revenue growth
• Quickly won a reputation as a proactive, insightful and solutions-focused consultant with programme delivery expertise
• Advised on people, processes and technology improvements; making recommendations and influencing key decisions
• Restructured the enquiry team and devised/rolled out a new operating model to drive efficiencies and realise synergies
• Introduced new KPIs and targets fully aligned to commercial goals; strengthening progress and performance monitoring
• Implemented cost effectiveness tracking across cost per contact, patient satisfaction, quality monitoring and appraisals
• Developed a cutting-edge customer interaction system to provide a single view of the customer; enhancing insights
• Coached team leaders to build capabilities and capacity; promoting leadership best practices and optimising performance
• Modernised staff development activities and created new onboarding processes for advisers to accelerate their impact
• Forged relations with key stakeholders at all levels to rapidly develop customer experience in line with business needs
• Successfully delivered client projects full lifecycle and 100% to remit and deadline as a principal consultant (2015-16)
• Delivered cross-functional business change initiatives and innovative transformational solutions for healthcare clients
• Nurtured existing and cultivated prospective client relations to surpass revenue generation and service-level objectives
Ember Services (Contract)
• Headhunted to transform Moorfield Hospital's enquiry team as an Ember Services transformation lead (2019-date)
• Successfully built on recent discovery work, research and analysis; identifying opportunities to maximise revenue growth
• Quickly won a reputation as a proactive, insightful and solutions-focused consultant with programme delivery expertise
• Advised on people, processes and technology improvements; making recommendations and influencing key decisions
• Restructured the enquiry team and devised/rolled out a new operating model to drive efficiencies and realise synergies
• Introduced new KPIs and targets fully aligned to commercial goals; strengthening progress and performance monitoring
• Implemented cost effectiveness tracking across cost per contact, patient satisfaction, quality monitoring and appraisals
• Developed a cutting-edge customer interaction system to provide a single view of the customer; enhancing insights
• Coached team leaders to build capabilities and capacity; promoting leadership best practices and optimising performance
• Modernised staff development activities and created new onboarding processes for advisers to accelerate their impact
• Forged relations with key stakeholders at all levels to rapidly develop customer experience in line with business needs
• Successfully delivered client projects full lifecycle and 100% to remit and deadline as a principal consultant (2015-16)
• Delivered cross-functional business change initiatives and innovative transformational solutions for healthcare clients
• Nurtured existing and cultivated prospective client relations to surpass revenue generation and service-level objectives
Research, Customer experience, Leadership, Onboarding, Service, Technology, Growth, Transformation, Monitoring, Development, Processes
2013 - ?
freelance
Consultant
unknown.
Counselled clients in the UK and internationally; motivating individuals to achieve and surpass their personal goals
2014 - 2015
freelance
Senior Consultant and Project Lead
Merchants Consulting.
India (Contract)
• Spearheaded the design and build of a cutting-edge customer management model as a Merchants senior consultant
• Led a team of 15 consultants to successfully deliver the project for Reliance Jio, India's first ever national 4G network
• Defined and rolled-out customer experience strategy and contact centre operating model; optimising issue resolution
• Advised on RFI/RFP for BPO selection and updated geographically dispersed teams/stakeholders on project progress
• Worked alongside the digital marketing team to successfully create an omnichannel strategy aligned with the TOM
• Spearheaded the design and build of a cutting-edge customer management model as a Merchants senior consultant
• Led a team of 15 consultants to successfully deliver the project for Reliance Jio, India's first ever national 4G network
• Defined and rolled-out customer experience strategy and contact centre operating model; optimising issue resolution
• Advised on RFI/RFP for BPO selection and updated geographically dispersed teams/stakeholders on project progress
• Worked alongside the digital marketing team to successfully create an omnichannel strategy aligned with the TOM
Digital Marketing, Marketing, Design, Customer experience, Management, Network, RFP, Omnichannel, LED
2005 - 2013
job
Care Development Manager / Customer Service Director
unknown.
Customer service, Service, Development, Manager
2005 - 2008
job
poor customer service
unknown.
• Delivered multiple customer experience improvement initiatives; catapulting NPS and CSAT scores to record levels
• Radically redefined the complaint handling process to quickly turn around H3G's previously poor customer service
• Defined/implemented world-class customer experience vision and strategy as a BPP customer service director (2005-08)
• Redesigned the TOM for customer service across five matrixed divisions; driving efficiencies and aligning functions
• Launched radical new structures to increase manager accountability and empower front line customer service agents
• Radically redefined the complaint handling process to quickly turn around H3G's previously poor customer service
• Defined/implemented world-class customer experience vision and strategy as a BPP customer service director (2005-08)
• Redesigned the TOM for customer service across five matrixed divisions; driving efficiencies and aligning functions
• Launched radical new structures to increase manager accountability and empower front line customer service agents
Customer experience, Customer service, Service, Manager
1993 - 2005
freelance
Operations Director / Head of Site / Customer Service Development Consultant
unknown.
Operations, Customer service, Service, Development
My education
2008
-
2013
Three Contact Center
Bachelors, Professional Education
Bachelors, Professional Education
?
-
2017
Client Operations Center
Doctorate, N/a
Doctorate, N/a
Sarah's reviews
Sarah has not received any reviews on Worksome.
Contact Sarah Kennard
Worksome removes the expensive intermediaries and gives you direct contact with relevant talent.
Create a login and get the opportunity to write to Sarah directly in Worksome.
are ready to help you
and get specific bids from skilled talent in Denmark