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Karen Down

  • Team Leader
  • Witney, Oxfordshire, UK
  • 02/09/2021
Full time Customer Service Management Training Product Management Studio Management

Personal Summary

I am personable, and passionate with a strong work ethic. I am loyal, conscientious and focused in all that I do. I am a solution orientated Team Leader, and always approach any problem with a pragmatic and logical mind. I aim to build strong, trusting and supportive relationships with clients and colleagues through listening, coaching, understanding and clear communication. My focus is on creating a high performing and engaging team ensuring I utilise the strengths of those around me. I am an empathetic listener, with the ability to coach, motivate and lead by example. I have the ability to make quick decisions. I take ownership of, and follow tasks through to a successful conclusion.

I have enjoyed over 30 years experience in the audio industry, encompassing products/workflows used in Recording Studios, Broadcast and Live Sound environments.

Key Skills
● Excellent client support skills
● Proven facilitation and training skills
● Strong leadership skills
● Ability to motivate a successful team
● Extensive knowledge and 30 years experience working in the audio industry
● Empathetic and understanding, with a strong focus on employee well-being
● Acting as a coach and mentor to team members
● Resilient and determined when faced with solving complex issues
● Clear and consistent communicator

Work Experience

Team Leader
Jul 2018 - Sep 2021 Systems & Support Group

Key roles and responsibilities:

● Management of the operation of the Support team to ensure standards were maintained as outlined in the SLA. This involved building and maintaining strong and credible relationships with clients and ensuring any interactions were handled positively and effectively.
● Co-ordinated the effective use of the department's resources which included managing the employee pager rota system and the day to day resource allocation for worldwide client based visits, including all aspects to visit planning and internal investigations.
● Overall ownership on major support issues until resolution, ensuring Senior Management were informed throughout. Able to mitigate any risk when dealing with sensitive situations and manage client expectations very carefully.
● Responsible for revenue generating activities for the department, always meeting or
exceeding budget targets. This involved undertaking the annual department services price review, producing quotations, following up on contract renewals and raising invoices for the department's services.
● Generating the Departmental report for monthly board meetings.
● Product Support policy document generation (SLA's) across the product range and new product stock level planning.
● Support stock review and advisory on stock levels to maintain SLA commitments.
● Conducted appraisals for the team with a strong focus on identifying areas for development whilst effectively managing any performance issues.
● Responsible for overseeing/contributing to/assigning the department's documentation
requirements.
● Worked closely with the QA team to ensure any product quality issues were addressed.
● Onboarded new starters into the department, and ensured clear objectives were set.
● Co-operation with other departments in enhancing skill sets of their team members.
● Played a role in product life cycle management that included planning and communication of EOS (End of Support) on legacy products.

Operations Lead
Dec 2014 - Jul 2018 Systems & Support Group

Key roles and responsibilities:

● Supported the Quality & Support Manager and managed the day to day operation of the Support department. Acted in the role of Quality & Support Manager in their absence.
● Responsible for undertaking clients/distributor notifications/preparation of information to be circulated including those of software release, product modification or recall.
● Worked closely with other Departments throughout the business, including Production, Sales and Engineering to ensure client satisfaction.

Operational Engineer
Jul 2000 - Dec 2014 Systems & Support Group

Key roles and responsibilities:

● Extensive worldwide travel over 15 years as an operational trainer for SSL's console products. These products are used in Broadcast, Live Sound and Recording Studios.
● Office based support for clients and distributors regarding the operational and technical support of the company's products.

Whilst working for SSL I have also spent time as a product demonstrator, which included the configuration and maintenance of the demonstration systems. I was responsible for managing the bookings for the on site studio complex, communicating with clients and ensuring the rooms were
prepared ready for use.

I also spent time testing the software used on the console products from an operational perspective, reporting software bugs and advising on suitable workarounds.