Bio

An autonomous, decisive and empowering leader who has delivered impactful transformations for large businesses in customer service strategies, customer experience technology and contact centre operations. Specialising in customer journey design, customer analytics and automation, UK, homeworking and overseas operations and supplier management. Proven capability of dealing, delivering and influencing at board level.Key Achievementso Took a large, complex and siloed contact centre operation, used outsourcing, offshoring, multi skilling and simplification to reduce annual operational costs from ВЈ23m to ВЈ7mo Led large (500 seat plus) operations through significant disruptions such as the Manchester Arena bomb and COVID with no impact to the delivery of service to customerso Addressed excessive customer contact volumes and costs by implementing new contact centre software, optimising customer communications, online touch points and automation techniques. Resulted in two thirds of all customer contacts being resolved successfully without the need for contact centre interactionso Balanced customer satisfaction and costs by automating and offshoring simple customer contacts, while creating specialist in house teams to deal with complex queries and complaints. Managed multiple outsourcers to deliver customer satisfaction scores of 86% while reducing costs by 30%-40%o Changed the prioritisation of enterprise-wide initiatives by establishing a measurable link between customer pain points and bottom-line profitability. Created customer insight dashboards and led post purchase service-related projects which improved customer retention by 5% and reduced product return contacts from 11% to 8%