Overview

Alex Mead - I lead & inspire Contact Centre, Customer Service & CX Operations teams to deliver exceptional end-to-end customer service experiences across every channel. My high energy & deep, experience-based knowledge delivers the very best customer service across contact centres, digital, operations & fulfilment. Companies worked with include : Edrington - https://www.edrington.com ATPI - http://www.atpi.com Silah Gulf - http://www.silah.bh Alvarez & Marsal - https://www.alvarezandmarsal.com PegaSystems - https://www.pega.com/ Exness - https://www.exness.com/ ✦ EDRINGTON - Working globally across the 7 Group brands but with core focus on The Macallan Premium Brand, defining the future vision, leading the group consumer service teams to deliver high touch, best in class luxury consumer experiences ✦ Implemented SalesForce CRM across digital, contact centre, sales, operations and fulfilment services to deliver truly differentiated best in class customer service experiences. ✦ Defined 3 year Transformation plan, & led the selection of the group strategic SalesForce Partner. ✦ ATPI - Reporting into the Group CEO of large global Travel Management Company. Global Leadership role for large teams working domestically and offshore across Customer Service, Operations & Success. ✦ Global Transformation role, leading 1,000+ staff with focus on UK, Europe, US & APAC Regions. ✦ Delivered service improvement and annual OPEX reductions of 20% (£15 million) by implementing operations best practice, organisation restructure and Microsoft Dynamics workflow innovation. ✦ Silah Gulf - Working out of the Middle East, I defined and created Customer Experience Transformation strategies for the regions leading airline company. ✦ Alvarez & Marsal - Working periodically to support this highly respected Global Consultancy group on a range of client engagements. Subject Matter expert for all Customer Service, Experience, Digital & Contact Centre Transformations