Kerry Duke
Operations Manager at Davies Resourcing- Claim this Profile
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Bio
LinkedIn User
Fearless, courageous and a born leader of people, Kerry has been an absolute pleasure to work with. She has a natural ability for talent development and Operational leadership. She is a highly motivated, honest and skilled individual who understands the balance of business performance vs people engagement/motivation. Kerry was a strong member of my team who encouraged growth in others, brought open forum and collaborative working to our team and proved herself in many projects that she ran alongside BAU. Her inquisitive nature and problem solving ability make her a great all rounder who’s breadth of operational knowledge would be an asset to any business.
Janet Eagle-Smith
I have known Kerry throughout her employment at iGO4, as part of the contact centre management team whilst Head of the Operation and latterly in various project teams as Head of Strategy and Change. Kerry is a natural leader who displays a high level of enthusiasm and energy for whatever challenge she is faced with. Kerry built effective relationships across the business and was able to leverage these to good effect. Kerry and I led separate programmes at iGO4 as a part of the People 1st strategy in 2017 introduced following our initial employee survey. Kerry was responsible for Recruitment and Retention. Kerry and her team identified and delivered a series of improvements that had a significant impact on the quality and retention of new starters over a two year period. Most recently Kerry won the iGO4 quarterly Trusted award for her support and development of an individual she was mentoring which highlighted her commitment and integrity. Kerry has a broad set of skills and the determination and adaptability to operate successfully in a variety of environments and business sectors.
LinkedIn User
Fearless, courageous and a born leader of people, Kerry has been an absolute pleasure to work with. She has a natural ability for talent development and Operational leadership. She is a highly motivated, honest and skilled individual who understands the balance of business performance vs people engagement/motivation. Kerry was a strong member of my team who encouraged growth in others, brought open forum and collaborative working to our team and proved herself in many projects that she ran alongside BAU. Her inquisitive nature and problem solving ability make her a great all rounder who’s breadth of operational knowledge would be an asset to any business.
Janet Eagle-Smith
I have known Kerry throughout her employment at iGO4, as part of the contact centre management team whilst Head of the Operation and latterly in various project teams as Head of Strategy and Change. Kerry is a natural leader who displays a high level of enthusiasm and energy for whatever challenge she is faced with. Kerry built effective relationships across the business and was able to leverage these to good effect. Kerry and I led separate programmes at iGO4 as a part of the People 1st strategy in 2017 introduced following our initial employee survey. Kerry was responsible for Recruitment and Retention. Kerry and her team identified and delivered a series of improvements that had a significant impact on the quality and retention of new starters over a two year period. Most recently Kerry won the iGO4 quarterly Trusted award for her support and development of an individual she was mentoring which highlighted her commitment and integrity. Kerry has a broad set of skills and the determination and adaptability to operate successfully in a variety of environments and business sectors.
LinkedIn User
Fearless, courageous and a born leader of people, Kerry has been an absolute pleasure to work with. She has a natural ability for talent development and Operational leadership. She is a highly motivated, honest and skilled individual who understands the balance of business performance vs people engagement/motivation. Kerry was a strong member of my team who encouraged growth in others, brought open forum and collaborative working to our team and proved herself in many projects that she ran alongside BAU. Her inquisitive nature and problem solving ability make her a great all rounder who’s breadth of operational knowledge would be an asset to any business.
Janet Eagle-Smith
I have known Kerry throughout her employment at iGO4, as part of the contact centre management team whilst Head of the Operation and latterly in various project teams as Head of Strategy and Change. Kerry is a natural leader who displays a high level of enthusiasm and energy for whatever challenge she is faced with. Kerry built effective relationships across the business and was able to leverage these to good effect. Kerry and I led separate programmes at iGO4 as a part of the People 1st strategy in 2017 introduced following our initial employee survey. Kerry was responsible for Recruitment and Retention. Kerry and her team identified and delivered a series of improvements that had a significant impact on the quality and retention of new starters over a two year period. Most recently Kerry won the iGO4 quarterly Trusted award for her support and development of an individual she was mentoring which highlighted her commitment and integrity. Kerry has a broad set of skills and the determination and adaptability to operate successfully in a variety of environments and business sectors.
LinkedIn User
Fearless, courageous and a born leader of people, Kerry has been an absolute pleasure to work with. She has a natural ability for talent development and Operational leadership. She is a highly motivated, honest and skilled individual who understands the balance of business performance vs people engagement/motivation. Kerry was a strong member of my team who encouraged growth in others, brought open forum and collaborative working to our team and proved herself in many projects that she ran alongside BAU. Her inquisitive nature and problem solving ability make her a great all rounder who’s breadth of operational knowledge would be an asset to any business.
Janet Eagle-Smith
I have known Kerry throughout her employment at iGO4, as part of the contact centre management team whilst Head of the Operation and latterly in various project teams as Head of Strategy and Change. Kerry is a natural leader who displays a high level of enthusiasm and energy for whatever challenge she is faced with. Kerry built effective relationships across the business and was able to leverage these to good effect. Kerry and I led separate programmes at iGO4 as a part of the People 1st strategy in 2017 introduced following our initial employee survey. Kerry was responsible for Recruitment and Retention. Kerry and her team identified and delivered a series of improvements that had a significant impact on the quality and retention of new starters over a two year period. Most recently Kerry won the iGO4 quarterly Trusted award for her support and development of an individual she was mentoring which highlighted her commitment and integrity. Kerry has a broad set of skills and the determination and adaptability to operate successfully in a variety of environments and business sectors.
Experience
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Davies Resourcing
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United Kingdom
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Staffing and Recruiting
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1 - 100 Employee
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Operations Manager
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Sep 2019 - Present
Working as a key member of the Managed Services Team, supporting the leadership and delivery of Complaint Handling on behalf of our client the Ombudsman Services, whilst providing effective relationship management.• Responsible for the running of the Peterborough site and two remote teams of contractors specialising in dealing with complex Energy & Communication complaints. • Accountable for 2 Team Mangers and circa of 55 Investigation Officers, along with the Quality Accredited Manager.• To ensure contractual KPIs and Service Levels are reached and maintained. Stakeholder management & effective communication to drive employee engagement for both office and home based teams. Deputising for the Head of Operations when absent.• Areas of responsibility include, Relationship Management, Motivation, Coaching and Development of Managers, Managing Change, Leadership, Customer Focus, Complaint Handling, Capacity and Resourcing, Engagement, MI, Recruitment and Retention of Employees, Projects and Performance Management.
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iGO4
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United Kingdom
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Insurance
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100 - 200 Employee
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Call Centre Manager
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Sep 2013 - Aug 2019
Working as a key member of the Operations Team; people manager responsible for leading and inspiring a team of Team Managers in an Insurance Broker, whilst ensuring corporate and partner SLAs and KPI performance targets are achieved, whilst delivering high levels of customer satisfaction.• Overseeing performance of the teams across the Contact Centre for Inbound, Outbound and Admin.• Motivation and development of Team Managers to achieve their maximum potential.• Areas of responsibility include, Training, Coaching and Development, Managing Change, Leadership, Customer Focus, Complaint Handling, Capacity and Resourcing, Engagement, Recruitment and Retention of Customers and Employees, Projects and Performance Management.
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Call Centre Team Manager
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Mar 2013 - Sep 2013
Managing, motivating and developing a team of Contact Centre Agents through effective performance management in an Inbound Call Centre for an Insurance Broker.• Encouraging a learning, coaching and feedback culture to drive continuous improvement in KPI performance and customer satisfaction, whilst evolving working practices and initiatives in a newly formed organisation. • Responsible for delivery of own brand and partner SLA’s across Sales, Service & Renewals.• Responsibilities include - Performance Management, Absence, Disciplinary, 121/Reviews, Personal Development Plans, Coaching and Development of team, MI Analysis, Complaint Handling, Reward and Recognition, Customer Focus, Day to Day Management. Engagement and Managing Change.
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Direct Line Group
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United Kingdom
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Insurance
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700 & Above Employee
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Area Manager - Property Insurance Advisors (Home Insurance)
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May 2011 - Mar 2013
• Senior people manager role. Responsible for a team of 11 insurance claims investigators based in the North West of the UK. • Improved customer satisfaction results nationally across the whole field force team• Responsibilities include - Performance Management, Absence, Disciplinary, 121/Reviews, Personal Development Plans, Expenses, Risk and Compliance. Coaching and Development of team, Capacity and Resourcing. MI Analysis; cost, fraud, age debt, customer & utilisation. Complaint Handling, Reward and Recognition. Communications, Engagement & Culture of team and Area Managers.
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Transformation Engagement - Transforming Our Claims Business Project (secondment)
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Jul 2012 - Oct 2012
• Established and supported communities of practice to lead others through major organisational change and worked with key stakeholders to embed new ways of working.
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Team Leader - Deployment Team
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Jun 2008 - May 2011
• Office based team leader. Responsible for a team of 16 phone based staff.• Increased productivity scores for underperforming team members by an average of 20%• Stepped up to cover Operational Manager role, taking on full responsibility for the department consisting of 44 people. • Office based team leader. Responsible for a team of 16 phone based staff.• Increased productivity scores for underperforming team members by an average of 20%• Stepped up to cover Operational Manager role, taking on full responsibility for the department consisting of 44 people.
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RBS Insurance
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India
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PIA Coordinator - Deployment Team
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Sep 2007 - Jun 2008
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Admin Assistant - Deployment Team
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Mar 2005 - Sep 2007
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Weldon's Fisheries
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United Kingdom
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Restaurants
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Counter Assistant & Fryer
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May 2001 - Mar 2005
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Education
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2005 - 2011
Anglia Ruskin University
BA Hons Business Management & Organisation Degree, Business, Management, Marketing, and Related Support Services -
2002 - 2004
Arthur Mellows Village College, Glinton
A Levels, English Language, Geography & History -
1999 - 2004
Arthur Mellows Village College, Glinton
GCSEs, 10.5 GCSE grades A-C including Maths, & English
Community
