Claim you profile

In order to claim your profile, we need to send an email to the email address you used when you created your SkillPages account. This will contain a unique link to claim your profile. We have sent the email to:


If you don't have access to this email account then please contact the team.

Sayonas - Customer Service Manager - London, UK

Karen Sayonas

London, UK


Customer Service Manager

  • Full time
  • Part time
  • One time
  • Contract
  • Temp


An excellent background in providing and developing excellent customer care by coaching, feedback and motivating agents and promoting the benefits of enhancing the customer experience.
An accomplished team manger with the ability to identify and develop abilities in others and a proven track record in achieving targets. Fully aware of responsibilities with a can do passionate attitude and excellent time management skills.

Work History

Team Leader

Barclays Customer Lending Operations

From November 2012

• Responsible for guiding agents through radical new process designed to specifically address requirements of a highly confidential and sensitive project involving the FSA. Ensuring adherence to any and all controls and checks governing this initial 5 month contract.

• Uncovered strengths and weakness in process and developed more robust methods of reporting, investigating and analysing data.

• Interpreted and implemented all BTR HR policies and procedures with employees. Ensuring all new hires completed orientation, administering timesheets, managing absence and performance reviews and termination of contracts where necessary.

• Provided on-site IT support to the project where needed and escalated through the proper channels for resolve.

• Motivated and provided structured coaching plans for under-achievers, completing all training and accreditation necessary to do this, ensuring centre targets were met.

• Helped establish requirements for recruitment. Interviewed and assessed potential candidates.

• Instrumental in identifying and developing key skills in individuals to create a team that would progress the project to the next level.

• Producing and collating MI reports for different cohorts and dependencies for the project leaders and CEO.

• Assessing agent accuracy and providing relevant feedback through quality checks.

Quality Team Manager

Virgin Media

October 2007 - April 2012

/ Customer Experience Coach
• Managed teams effectively to achieve key performance indicators (KPIs) as set out by the client. Actively worked with operational and senior management to ensure all key objectives and targets were met.

• Proven ability to set SMART objectives by identifying and documenting areas for improvement. Provided coaching to motivate and support the development requirements of agents.

• Successful delivery of workshops to communicate recommendations of improving quality of calls to deliver excellent customer service and enhance average handling time (AHT) and resolve rate.

• Ability to effectively deal with conflict and negotiate solutions. Uphold the reputation of the brand by auditing calls and communications.

• Led weekly levelling/calibration calls to ensure consistency throughout all lines of business globally. Supported multi-lines of business in all sites both on and off-shore through regular contact and support with training and coaching material.

• Assessed individual performance to identify areas of improvement, providing motivational feedback, coaching and objectives to enable agents to reach their full potential and targets.

• Engaged in recruitment drives in line with business needs and assisted in assessment days.

• Prioritised and organised workload efficiently. Undertook project work: introduced and implemented new working models testing for impacts and effectiveness.

Team Manager

Telewest Communications Group

May 2004 - October 2007

Provided support and coaching as a Team Manager, monitoring the call queue and attendance of operational teams. Successfully supported a team of 15 agents, conducting team meetings, 1 to 1s and annual performance reviews. Developing and delivering training sessions supporting new advisors in all aspects of their duties including essential customer care skills. Managed and tracked punctuality and absenteeism, carrying out return to work interviews, lateness discussions and escalating to HR instances of concern along with any issues of discipline or grievance.

Quality Team Co-ordinator

Telewest Communications Group

February 2004 - May 2004

Responsible for the delivery of outstanding 1st line telephone support for all blueyonder Internet customers.
Developing, coaching and encouraging advisors to provide the highest level of customer care possible. Responsible for scheduling and arranging feedback sessions between relevant managers and call centre operatives

National Customer Liaisons Officer

Telewest Communications Group

March 2003 - May 2004

Dealing with escalated complaints registered by customers. This involved regular communication with the CEO, Regional Directors and various departments within the company, dealing with high level complaints that required specialist attention. Primary responsibility was to ensure each customer was contacted and every issue resolved within the service level agreement (SLA). Data analysis and regular reporting was also a key part of this role.

Customer Services Technical Advisor

Telewest Communications Group

October 2001 - March 2003

Working within a busy call centre as part of a team taking calls from High-Speed Internet customers. Advising on technical problems and troubleshooting reported issues. Providing the highest possible level of customer care, ensuring all queries or requests was addressed to the customers' satisfaction. Supplying technical support for Internet access, E-mail, Security Software and PWP across a broadband digital network requiring knowledge of networking hardware, TCP/IP and cabling. Managing escalation of user issues/national outages from 1st line and providing call-backs to end users.

Qualifications & Certifications

St Edmund Arrowsmith Prescot

Politics and Women Studies

John Moores University

English, Maths, Media Studies

Roby College

Is this your profile?

If this is your profile, then you can claim it now and log into your account.

We will need to verify your account and email address before you can log in. To claim your profile now, please use the 'Claim Profile' button below.

Skillpages has been acquired by! is pioneering the way people find local services. Skillpages is the world’s premier directory of service providers.

Find out more

Are you sure that you want to leave?