Professional Overview

Kelly McInnes-Smith is a seasoned professional currently serving as a Team Lead in Customer Support at Fairphone, based in The Hague, South Holland, Netherlands. Her key expertise areas include customer support, team leadership, and operational management, with a focus on the technology and telecommunications industry.

Experience Summary

Current Role

As Team Lead (Customer Support) at Fairphone, Kelly oversees a team of customer support agents, providing strategic guidance and ensuring the delivery of high-quality support services to customers. Her key responsibilities include team management, process improvement, and customer satisfaction enhancement. Notably, Kelly has been instrumental in driving customer support initiatives, contributing to the company's commitment to social and environmental responsibility.

Career Progression

Kelly's career progression is marked by significant growth and diversity. Prior to her current role, she held positions as Customer Support Officer and Customer Support Agent at Fairphone, demonstrating her capability to ascend through the ranks based on performance. Earlier in her career, Kelly worked in various roles, including Assistant to Operational Management at Gemeente Leiden, Cook at Vooraf en Toe, and Customer Service Representative & Site Supervisor at The National Trust of Australia (Victoria). These diverse experiences have equipped her with a broad range of skills and adaptability.

Areas of Expertise

Kelly's expertise spans customer support, team management, operational improvement, and leadership. Her technical competencies include proficiency in customer relationship management (CRM) software and experience with support ticketing systems. As a leader, Kelly possesses strong communication, problem-solving, and interpersonal skills, enabling her to manage teams effectively and drive results.

Professional Impact

Throughout her career, Kelly has been involved in numerous projects and initiatives aimed at enhancing customer experience and operational efficiency. Her measurable achievements include improving customer satisfaction ratings and reducing support response times. Kelly's contributions to Fairphone reflect her dedication to the company's mission and values, particularly in promoting sustainability and social responsibility in the technology sector.

Conclusion

Kelly McInnes-Smith's professional trajectory is characterized by steady growth, diverse experience, and a commitment to excellence in customer support and team leadership. Currently focused on driving success at Fairphone, Kelly offers a unique value proposition as a seasoned, results-driven professional with a passion for making a positive impact in her industry.