Customer Service Continuous Improvement

Michelle Ward

** **** ***, ******, ****, KY** *LH

079**-****** ️ ********.****@***.**

Professional Profile

Dynamic and people-focused professional with over 20 years of experience at Sky, progressing from customer service to leadership and learning roles. Passionate about coaching, team development, and creating inclusive, high-performing environments. Proven ability to lead teams, deliver impactful training, and support career growth through tailored coaching and mentoring. Adept at aligning people strategies with business goals to drive performance and engagement.

Key Skills & Strengths

• Team Leadership & People Development

• Coaching & Mentoring (GROW, Compelling Conversations)

• Learning Design & Delivery

• Recruitment & Onboarding

• Stakeholder Engagement

• Performance Management

• Career Development Support

• Culture & Inclusion Advocacy

Professional Experience

Team Leader – Stepping Into Management

Sky July 2024 – Present

• Lead and coach a team of 11 advisors across mobile and broadband campaigns.

• Embed learning frameworks to support performance, development, and engagement.

• Collaborate with senior leaders to align team goals with business strategy.

• Deliver tailored coaching to support probation success and long-term growth.

Learning Specialist (Secondment)

Sky May 2022 – May 2023

• Designed and delivered training aligned with business needs and colleague development.

• Provided one-on-one coaching using Elevate and other tools to enhance performance.

• Supported recruitment events and acted as Academy Lead for strategic learning initiatives.

Role Model – Customer Experience

Sky, Dunfermline August 2019 – July 2024

• Mentored and trained advisors to exceed performance targets.

• Promoted a culture of continuous improvement and resilience.

• Shared best practices and supported team development through peer coaching.

Customer Service Advisor

Sky October 2004 – August 2019

• Delivered exceptional service across multiple departments.

• Supported team leaders and consistently exceeded sales and service targets.

Junior Secretary

Havelock Europa PLC May 2003 – October 2004

• Provided administrative support and coordinated meetings.

• Acted as receptionist and liaised with clients and external partners.

Key Achievements

• Successfully onboarded and led a new team to exceed sales targets.

• Achieved top PDP scores for five consecutive years.

• Acted as Academy Lead, supporting strategic learning and recruitment initiatives.

• Designed and delivered training using GROW and Compelling Conversations frameworks.

Personal Statement

I’m passionate about helping people grow and thrive. With over two decades of experience in customer experience and people development, I bring a deep understanding of how to support, coach, and inspire individuals and teams. I believe in creating inclusive, engaging environments where people feel empowered to reach their full potential.

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