News : Ember Appoints Sarah Kennard to its Consulting Team
Ember Services has strengthened its consultancy team with the appointment of Sarah Kennard as Principal Consultant. Sarah, who has spent more than 20 years in the customer management industry, has worked extensively with telecommunications businesses and will enhance Ember's ability to strategise and deliver in this most demanding industry sector.
Immediately prior to joining Ember, Sarah spent a year in India, where she led a team responsible for designing the contact centre operation for a 4G network. She previously spent five years with the mobile operator Three, where she led a complaints reduction programme. As a main interface between Three's offshore contact centre operations and the UK business, she led a series of insight-driven programmes that delivered positive NPS scores and significantly increased employee engagement and customer satisfaction.
She began her career in 1993 as a contact centre agent for TalkLand Communication, which was subsequently acquired by Vodafone in 1998. Over the next three years she held a series of operational roles focused on service quality and retention, becoming one of the youngest ever members of Vodafone's senior management group.
Sarah's skills as a leader and communicator are bolstered by a holistic approach to people management. She is a Master Practitioner of neuro-linguistic programming, a qualified personal trainer and hypnotherapy practitioner, all of which, she says, stregnthens her ability to lead teams and maximise their performance.
Commenting on Sarah's appointment Simon Food, Ember's Director of Consulting, says: Sarah's ability to mobilise talent and manage complex vendor and client relationships means she can move confidently in fast moving environments to deliver transformational change and business improvement. Her appointment strengthens our team's ability to deliver in the telecommunications sector, which continues to call regulalry on Ember's support."
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About Ember Services:
Customer management consultancy focused on helping its clients to realise commercial value from their customer management activities.
About Annie Garthwaite Communications Ltd:
Marketing Consultancy for a range of contact centre, customer management services and technology businesses.
Published: Monday, August 24, 2015