Kirsty Hume is an experienced customer relationship/experience manager with a background in people management, process improvement, sales success, problem solving, and customer service. She has over 15 years of experience in business information services and is currently responsible for managing a team of 20 customer advisors and support agents at Experian Business Express. Her skills include developing customer-centric cultures, delivering results against challenging targets, continuous improvement, and leadership.

1. KIRSTY HUME
Kirstyanneh1@gmail.com +44 (0)7528 552 290
8 Walesby Lane, New Ollerton, Newark, Notts NG22 9RA
PROFILE
As a determined and creativeindividual,I amalways lookingfor ways to improve existingprocesses to ensure that
we always go the extra mile for our customers and to ensure business success. Afocused and experienced people
manager, my teams have consistently delivered results againstchallengingsales targets. This has been achieved
through my commitment to developing a customer centric culturealongwith a fun, engaging working
environment.
KEY SKILLS
 People Management: My ability to create excellent workingrelationshipsenables meto create an open,
honest working environment. One in which my reports, and their teams, feel valued. I investtime in my team
members to understand their key drivers,focus on their strengths and identify their development needs. I am
then ableto facilitatefurther personal development through mentoring and coaching.
 Process Improvement: I am skilled in selectingthe right solution and through ‘out of the box’ thinking,
comfortably move between innovativeand tried and tested approaches. Driven by a desireto identify ‘what’s
next’ I drivea culture of continuous improvement through front lineengagement and collaboration.
 Sales success: Experienced in setting, cascadingand deliveringagainst challenging targets. With a continuous
focus on identifyinggaps to budget and making surethat the appropriate steps aretaken to mitigate business
impact, ensuringthe strongdelivery of results.
 Problem Solving: I have a level headed approach to problem solvingand relish thechallengeof findinga
solution. I am awarethat excellent team work is the key to the successful implementation of any solution and,
as such,I placea great deal of importance on buildingstrongworkingrelationshipswith key stakeholders and
my peers.
 Customer Service: I am passionateabout‘doing itright’ for our customers and have a zero tolerance approach
to sub-standard customer service. I focus on ensuringthat a human, common sense approach is applied atall
times and this leads to our customers being the biggest advocates for what we do.
 Leadership: An experienced leader of sales and supportteams, I have a passion for buildingan engaged and
motivated workforce. I have expertise in leadingmy teams to the strong delivery of results,even throughout
periods of change. I invest time and energy in creatingthe type of environment in which people want to work
towards a common goal.
RECENT CAREER
ExperianBusiness Express (FormallyRiskdiskLtd) Jul 05 – Present
Specialisingin the provision of invaluableBusinessInformation products and services to SME'S.
Customer Relationship/Experience Manager May 15 – Present
A key Senior Management Team member, reporting in to the Head of Operations. DirectLine Management of 3
Managers in various customer supportmanagement roles. Ultimately responsiblefor 20 customer advisors and
supportagents.
 80% customer retention rates
 Develop customer centric culture, validated by excellent NPS scores
 Leading the team through significantperiods of changewith a desire to drivecontinuous improvement
 Talent management and succession planning
 Introduction of complaints analysis;leadingto an improved ratio of 0.35 complaints per 1000 customers
 Clientrelationship management; always aimingto meet and exceed customer expectations
 Creation and communication of department strategy; creatingclear plans to ensure delivery
 Internal process & systems improvement; leadingto better understandingof costto serve and call reasons
 Product development improvements – focusingon improvingcustomer experience
 Imbed QA processes to stay ahead of regulatory changes
 Translatingtheoverall businessstrategy into commercial plans to ensure delivery

2. KIRSTY HUME
Kirstyanneh1@gmail.com +44 (0)7528 552 290
Business Development Manager Sept 12 – May 15
 Successfully completed the migration of over 25k customers from legacy platformto new Experian
branded product within timescales
 Direct linemanagement of 13 Account Managers
 Delivered in excess of 15% growth in revenue from our B2B Marketing E Commerce product
 Drove efficiency through new processes and procedures, deliveringcostsavings and an upliftin revenue
 Analysis of salesresults,identifyingany gaps to budget and creating plans to remediate
 Design and implementation of new sales commission structures
 Establish coachingpractices to deliver exceptional serviceand sales results
 Maintain performancemanagement culture
 Creation of new marketing materials and strategies,workingclosely with the Marketing Department
Sales Team Manager Jan 07 – Sept 12
 Line management responsibility for up to 14 outbound telesales agents
 Performance management of under-performers
 Setting annual objectives and conductingperformance reviews
 Conducting disciplinary meetings as and when required
 Recruitment of new additions to my sales team
 Induction & refresher trainingdesign and delivery
 Closeanalysisand monitoring of performance, ensuringdelivery againstKPIs
 Campaign creation and management to maximisesales opportunities
 Achievingand exceeding all setsales targets through coachingand development of all team members
Sales Administration Team Manager Jul 06 – Jan 07
 Maintainingaccuratesales figuresin order to provide daily reporting
 Line management of 3 administration assistants
 Conducting checks on all work carried outby the team to ensure accuracy of reporting
 Supporting Sales Department Manager and Team Managers with ad-hoc requests, as required
 One to one meetings and performance reviews
EARLIER CAREER
Sales Agent (Riskdisk) Jul 05 –Jul 06
Customer ServiceAdvisor –Powergen/Eon Nov 04 –Jul 05
Receptionist –BarnbygateDrs Surgery Jan 02 –Nov 04
Gordon Davis Chemist –Pharmacy Counter Assistant Aug 98 –Jan 02
EDUCATION & COURSES
 10 GCSEpasses(gradesA to C)including Mathematics, English Language & Literature, Art, Food Technology, Science(double
award), Geography, French & Spanish
 ILM level 3
 Presenting with Impact (Experian)
 Successful completion ofthe Experian ‘Engage’course
 NVQ L2 Retail
INTERESTS
I am afan of outdoor activitiesincluding walking my dog and running. I am currently training for a10k run later thisyear. I have 2 children,
which means my weekendsare taken up withfootball with my son and danceclasseswith my daughter. Other interestsincludefriends&
family, movies& music and food & travel.