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Natalja Nicholls revamped NCFE’s knowledge management. She consolidated scattered resources, improved accessibility, and streamlined processes. Employees found information faster, reducing delays and improving service.
Categories: Library, Awards Case Studies
Matt De Graw transformed eBay’s back-office operations. He introduced structured processes, optimized data, and improved efficiency. His team delivered $7 million in savings, gained recognition, and became a key part of the business.
Margot Vanwynendaele helped Trainline transition to a new telephony system. She mapped processes, improved workforce management, and redesigned scheduling. Her work improved call handling, reduced wait times, and made customer service more efficient.
Manikanth Sikha automated reporting at Firstsource. He replaced slow, manual processes with real-time Power BI dashboards. His improvements saved time, reduced errors, and gave teams better
Lauren Davison helped advisors give better advice. She introduced real-time support, improved training, and streamlined processes. Confidence grew, errors dropped, and more clients received the help they needed. Her work made a real difference.
Kerry Hardman moved from call centre agent to workforce planner. She improved Haier’s scheduling, automated processes, and fixed system issues. Her persistence transformed outdated manual work into an efficient, user-friendly process.
Kelly Graham improved workforce planning for OVO’s outsourcing partners. She trained teams on scheduling software, reduced service disruptions, and optimized staffing. Her work improved efficiency, reduced costs, and set a new standard for planning.
Julie Jowett led Loop’s Microsoft Dynamics rollout. She restructured case management, improved training, and reduced failed cases from 150 a day to nearly zero. Her practical changes improved service, streamlined processes, and helped employees develop new skills.
Josh McGarry optimized OVO’s customer migration. He changed the migration days to reduce pressure, handled tricky cases first, and ensured clear communication. His smart adjustments reduced disruption, improved customer satisfaction, and ensured a smoother transition.
Jordan Weir automated overtime requests, reducing manual work by 67%. The forecasting process was also streamlined, improving reporting and speeding up approvals. These changes saved time, reduced stress, and ensured better workload management. Small adjustments made a significant impact across teams.