Experience

Anderson Zaks Limited

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Head Of Technical Services

  • Sep 2012 - Present

  Responsible for support of direct customers, reseller partners as well as liaison with technical teams managing data centres. Anderson Zaks provides integrated payment processing and high speed delivery services. Our RedCard software is recognised as one of the UK's leading transaction processing solutions. We sell mainly through our partner network of resellers who specialise in their particular merchant markets in retail, transportation, tickets, healthcare, hospitality and e-commerce. Show less



Capita Resourcing

• United Kingdom
• Staffing and Recruiting
• 1 - 100 Employee

• Head of Contractor Management

  • Nov 2011 - Apr 2012

  Overall responsibility for back office process for contingent recruitment. Including operational management of Customer Support, Contract Management and Referencing. Overall responsibility for back office process for contingent recruitment. Including operational management of Customer Support, Contract Management and Referencing.



Alexander Mann Solutions

• United Kingdom
• Staffing and Recruiting
• 100 - 200 Employee

• Head of Business Support Services

  • May 2010 - Oct 2011

  The Business Support Service team provide a single point of contact service desk for Contractors, Agencies and Temporary workers. I was responsible for creation and ongoing growth of Service Desk providing support services to a expanding community of over 4500 contractors and temps. In addition to day-to-day management, I implemented web based CRM (Service-now), designed processes, agreed SLAs and KPIs including stakeholder reporting and on-going satisfaction surveys. The Business Support Service team provide a single point of contact service desk for Contractors, Agencies and Temporary workers. I was responsible for creation and ongoing growth of Service Desk providing support services to a expanding community of over 4500 contractors and temps. In addition to day-to-day management, I implemented web based CRM (Service-now), designed processes, agreed SLAs and KPIs including stakeholder reporting and on-going satisfaction surveys.



White Eagle (Europe) Plc

• Customer Service and Compliance Manager

  • Dec 2007 - Apr 2010

  Creating a call centre, implementing processes, and generally supporting the business in launching a series of new Prepaid Card products. Set up White Eagle Customer Service operation including outsourcing a 24-hour telephone help-desk to support cardholders; ensured that problems were resolved in a timely, effective and compliant manner. Creating a call centre, implementing processes, and generally supporting the business in launching a series of new Prepaid Card products. Set up White Eagle Customer Service operation including outsourcing a 24-hour telephone help-desk to support cardholders; ensured that problems were resolved in a timely, effective and compliant manner.



ATM Limited

• Banking

• Technical Resource Manager

  • Jan 2006 - Jul 2007

  Responsible for the Technical Resource Team providing pre and post sales project consultancy and project management as well as management of the Customer Helpdesk. Responsible for the Technical Resource Team providing pre and post sales project consultancy and project management as well as management of the Customer Helpdesk.



Armstrong Consultants

• Information Technology & Services
• 1 - 100 Employee

• Customer Services Manager

  • Jun 2004 - Jan 2006

  Management of the application support team looking after users of Access Accounts financial software. Implementation of structured customer-centric process across all customer facing teams. Successfully managed the helpdesk absorption of 20% expansion in Armstrong customer base through improved practices and quality of training – improved first time fix led to fewer calls per customer meaning more customers being serviced by the same number of people. Management of the application support team looking after users of Access Accounts financial software. Implementation of structured customer-centric process across all customer facing teams. Successfully managed the helpdesk absorption of 20% expansion in Armstrong customer base through improved practices and quality of training – improved first time fix led to fewer calls per customer meaning more customers being serviced by the same number of people.



Red Prairie (formerly LIS)

• Customer Service Resource Manager

  • Aug 1997 - Apr 2004

  Responsible for a team of thirty-eight people providing support services to the UK and European Customer base returning £6.1m revenue in 2003 (£2.2m gross profit). Customer sites across Europe and Africa, numbering over 120, include TNT, Hays Logistics, Nortel, Ocado, Volkswagen, 3M, Unilever, Johnson-Diversey and IKEA. Improved LIS’ UK Customer Satisfaction ratings from 62.7% in 1999 to 79.3% in 2003. Developed and managed LIS Customer Service Account Management programme to improve communication between LIS and Customers. Personal Account Management of Toyota, Siemens, Thorn Lighting and Royal Mail, amongst others. In 2002 the Gartner Group named LIS as having “An entrepreneurial dedication to Customer support”. Was also recognised as an expert in Unix shell programming and informix database management. Show less



LIS

• Real Estate
• 1 - 100 Employee

• Customer Service Resource Manager

  • Aug 1997 - Feb 2004

  Responsible for a team of thirty-eight people providing support services to the UK and European Customer base returning £6.1m revenue in 2003 (£2.2m gross profit). Customer sites across Europe and Africa, numbering over 120, include TNT, Hays Logistics, Nortel, Ocado, Volkswagen, 3M, Unilever, Johnson-Diversey and IKEA. Improved LIS’ UK Customer Satisfaction ratings from 62.7% in 1999 to 79.3% in 2003.Developed and managed LIS Customer Service Account Management programme to improve communication between LIS and Customers.Personal Account Management of Toyota, Siemens, Thorn Lighting and Royal Mail, amongst others.In 2002 the Gartner Group named LIS as having “An entrepreneurial dedication to Customer support”.Implemented and managed process driven best practice within a framework of ISO9001:2000 to improve excellence and service delivery. Show less

• Customer Service Manager

  • Aug 1994 - Jul 1997

  Set up LIS US Customer service operation: created a 24-hour telephone help-desk to support a pre-existing Customer base of approximately 20 sites across North America (generating $600k revenue in year 1); ensured that problems were resolved in a timely and effective manner; ensured that customers were provided with regular feedback. Customers included Procter & Gamble, 3M and Wyse.Implemented and managed process driven best practice within a framework of ISO9001:2000 to improve excellence and service delivery.Successfully project managed the implementation of three complete Dispatcher WMS systems (each >$500k) and a number of other small projects in the US. Show less



Lexlogistix

• Spain
• Truck Transportation

• Support Team Leader

  • 1988 - 1994

  Day to day suprvision of Customer Support team. Remote technical support of Dispatcher Warehouse Management System. Day to day suprvision of Customer Support team. Remote technical support of Dispatcher Warehouse Management System.