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I am a customer service and operations professional with extensive experience supporting customers and internal teams, managing complex workflows and keeping services running smoothly. My background spans contact centres, transport, facilities management and online platforms, and I take a practical, hands-on approach to solving problems and improving processes. I am highly organised, approachable and calm under pressure, and I excel at building lasting relationships with clients and colleagues across time zones while driving efficiency and consistency in service delivery.…I am a customer service and operations professional with extensive experience supporting customers and internal teams, managing complex workflows and keeping services running smoothly. My background spans contact centres, transport, facilities management and online platforms, and I take a practical, hands-on approach to solving problems and improving processes. I am highly organised, approachable and calm under pressure, and I excel at building lasting relationships with clients and colleagues across time zones while driving efficiency and consistency in service delivery.

Rebecca Kennedy

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I am a customer service and operations professional with extensive experience supporting customers and internal teams, managing complex workflows and keeping services running smoothly. My background spans contact centres, transport, facilities management and online platforms, and I take a practical, hands-on approach to solving problems and improving processes. I am highly organised, approachable and calm under pressure, and I excel at building lasting relationships with clients and colleagues across time zones while driving efficiency and consistency in service delivery.…I am a customer service and operations professional with extensive experience supporting customers and internal teams, managing complex workflows and keeping services running smoothly. My background spans contact centres, transport, facilities management and online platforms, and I take a practical, hands-on approach to solving problems and improving processes. I am highly organised, approachable and calm under pressure, and I excel at building lasting relationships with clients and colleagues across time zones while driving efficiency and consistency in service delivery.

Available to hire

I am a customer service and operations professional with extensive experience supporting customers and internal teams, managing complex workflows and keeping services running smoothly. My background spans contact centres, transport, facilities management and online platforms, and I take a practical, hands-on approach to solving problems and improving processes.

I am highly organised, approachable and calm under pressure, and I excel at building lasting relationships with clients and colleagues across time zones while driving efficiency and consistency in service delivery.

Skills

CRM

Data Visualization

Copywriting

Experience Level

CRM

Expert

Data Visualization

Intermediate

Copywriting

Intermediate

Work Experience

Customer Support & Virtual Assistant at Tutor Extra UK (Freelance)

June 1, 2023 - Present

Provide day-to-day operational and administrative client support for a UK-based online tutoring platform. Handle tutor and parent inquiries, manage subscriptions and billing issues, maintain records and support internal teams. Write and update SOPs for back-office processes, train new team members and help improve systems and workflows to support a growing remote operation.

Business Owner – Travel & Property Management at Self-Employed

January 1, 2017 - January 1, 2023

Ran a remote travel and property management business serving international clients. Managed bookings, customer communication, scheduling, suppliers and finances. Built long-term client relationships based on trust, reliability and fast problem resolution while working independently and across different time zones.

European Operations Manager at NXG ENG

January 1, 2017 - Present

Managed the European operations function, improving customer service processes, staffing and operational efficiency.

Service Operations Manager at MetroLink (RATP Dev)

January 1, 2016 - December 31, 2017

Managed customer service and incident handling within a live transport control centre. Coordinated with internal teams, police and transport authorities to manage disruptions, safety incidents and public communications.

Project Manager at Northern Rail

January 1, 2015 - December 31, 2016

Led the relocation and upgrade of train training facilities, coordinating suppliers, schedules, budgets and risk management.

Operational Mobilisation & FM Services Manager at Romec Ltd

January 1, 2012 - December 31, 2015

Set up and launched new service contracts for the Royal Mail FM Help desk. Built operating processes, reporting, staffing models and service controls, and managed teams to meet performance targets.

Operations & Communications Integration Manager at Securitas Security Services

January 1, 2007 - December 31, 2012

Managed the integration of three large security contact centres. Introduced standard processes, KPIs and rostering systems to improve service quality, staff accuracy and financial performance.