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Keeley Bird
44 Speedwell Close Witham Essex CM8 2XL
Telephone: 07956453157 / 01376619158
Email: Keeleyb72@gmail.com
LinkedIn:
Professional Profile
I am extremely committed and passionate with a very successful background as a Housing Manager within
Income Recovery. I have a proven record of developing and motivating a team to achieve excellent customer
service which led to exceeded targets and KPI’s. Professional, organised and self motivated. Proven
experience of delivering high quality services in a customer focused environment
Skills Matrix
▪ Training/Mentoring ▪ Process Development and Improvement
▪ Housing Management ▪ Improving Customer Experience ▪ Team Development
Career Summary
31 May 2010 to present
The Guinness
Partnership Ltd
The Guinness Partnership Ltd
Housing Manager Customer Accounts Team (Dec 2012 – Present)
Key achievements:
 Achieved “Exceeded” for performance review for 3 years
 Assisted with a major restructure and review of systems and processes
 Attended workshops for the development and successful implementation of a new Single Housing
System
 Achieved arrears reduction each financial year with a record low for 2014/15. Reduced from 5.06% to
3.52%
 Developed Customer Accounts Team from 4 to 24 in 2 years and implemented successful smarter ways
of working
 Developed Customer Accounts Advisors into high achieving team leaders
 Created highly efficient administration team to take background work from advisors
 Managed complaints for income recovery nationally and ensured 100% targets met for team
 Increasing employee engagement within my team to achieve a nation increase from 72% to 83% in 2 years
Responsibilities:
 Responsible for managing, motivating and coaching individuals to encourage high performance levels
 Regularly carried out 121’s, team performance reviews
 Challenge poor performance and behaviours, turn around with mentoring, training, action plans with
defined targets and review dates
 Developing training program to create high performing team
 Ensuring arrears targets were exceeded by year end
 Coach and develop advisors into new and senior roles within the company
 Setting SMART objectives for team each year
 Champion the Mary Gober customer service experience
 Check and sign off eviction reports to go to board
Customer Accounts Advisor (Oct 2012 – Dec 2012)
Key achievements:
 Reduced FTA debt significantly and cleared backlog
 Promoted to team leader in order to set up new Customer Accounts Team
Responsibilities:
 Clear backlog of FTA accounts.
 Build working relationship with external agencies to increase FTA collections
 Induction of new staff members
 Implement training plan and further development to cover all areas of income recovery
Customer Service Advisor (Feb 2010 to Oct 2012)

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Key achievements:
 Exceeded calls per hour targets
 Article published in Guinness News letter on how to use Online Repairs service
 First advisor chosen to be “dual trained” for all aspect of tenancy queries
Responsibilities:
Taking a minimum of 10 calls per hour for tenants reporting repairs ensuring excellent customer service.
Manage repairs inbox and ensure response targets met.
Managed repairs completion reports with contractors.
VCG Kestrel
Proof Reader (April 2009-Sep 2010)
Responsibilities:
Proof read packaging for international clients.
Ensured colours were correct, font size was accurate for the type of printer and wording was perfect.
Earlier experience available on request.
Voluntary Work
XTFX Ltd – (February 2009 to April 2009)
Overhauled customer database on in house systems for 6 weeks for a media company. Liaised with clients
via phone and email to ensure contacts were current and relevant. Updated data base with accurate
information.
IT training (2007 to present) - Windows, Office applications. I train people on IT systems, troubleshooting,
installations and maintenance with a particular interest in those that were new to computers.
Education
City & Guilds Teacher Training Levels 1 and 2 2000-2001
NVQ Level 1, 2 and 3 in IT 1995-1999
GCSE 7 subjects between A and D grades 1984-1987
Personal Details
Interests: Reading, live music, travel, art.
References are available on request