Derek Creighton
Assistant General Manager at Apartment Group- Claim this Profile
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Topline Score
Bio
Elisabeth Else
Not only does Derek ensure that service requests are handled promptly and effectively, he understands the underlying issues and from a customer view, he communicates & he cares. That's good news for users and a huge asset to his employers - I'm a much happier customer & am sure that Derek's leadership of this function makes a significant difference to customer retention rates.
Roger Porthouse
Derek is an excellent people manager who understands the importance of relationship with both team members and customers. He has a cool head under pressure and great analytical skills, allowing him to identify the real issue amongst the myriad of presenting problems. A skilled negotiator and customer champion, Derek would be an asset on any team.
Elisabeth Else
Not only does Derek ensure that service requests are handled promptly and effectively, he understands the underlying issues and from a customer view, he communicates & he cares. That's good news for users and a huge asset to his employers - I'm a much happier customer & am sure that Derek's leadership of this function makes a significant difference to customer retention rates.
Roger Porthouse
Derek is an excellent people manager who understands the importance of relationship with both team members and customers. He has a cool head under pressure and great analytical skills, allowing him to identify the real issue amongst the myriad of presenting problems. A skilled negotiator and customer champion, Derek would be an asset on any team.
Elisabeth Else
Not only does Derek ensure that service requests are handled promptly and effectively, he understands the underlying issues and from a customer view, he communicates & he cares. That's good news for users and a huge asset to his employers - I'm a much happier customer & am sure that Derek's leadership of this function makes a significant difference to customer retention rates.
Roger Porthouse
Derek is an excellent people manager who understands the importance of relationship with both team members and customers. He has a cool head under pressure and great analytical skills, allowing him to identify the real issue amongst the myriad of presenting problems. A skilled negotiator and customer champion, Derek would be an asset on any team.
Elisabeth Else
Not only does Derek ensure that service requests are handled promptly and effectively, he understands the underlying issues and from a customer view, he communicates & he cares. That's good news for users and a huge asset to his employers - I'm a much happier customer & am sure that Derek's leadership of this function makes a significant difference to customer retention rates.
Roger Porthouse
Derek is an excellent people manager who understands the importance of relationship with both team members and customers. He has a cool head under pressure and great analytical skills, allowing him to identify the real issue amongst the myriad of presenting problems. A skilled negotiator and customer champion, Derek would be an asset on any team.
Experience
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Apartment Group
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United Kingdom
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Hospitality
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1 - 100 Employee
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Assistant General Manager
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Apr 2023 - Present
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The Doxford Group
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United Kingdom
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Events Services
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1 - 100 Employee
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Guest Experience Manager
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Aug 2022 - Apr 2023
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Apartment Group
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United Kingdom
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Hospitality
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1 - 100 Employee
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Venue Manager
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Oct 2021 - Feb 2023
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TP ICAP
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United Kingdom
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Financial Services
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700 & Above Employee
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Incident and Problem Manager
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Apr 2021 - Sep 2021
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Apartment Group
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United Kingdom
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Hospitality
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1 - 100 Employee
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Restaurant Manager
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Mar 2019 - Apr 2021
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Lot Property Management
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Newcastle upon Tyne, England, United Kingdom
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Head Of Customer Service
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Mar 2017 - Feb 2019
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Powa Technologies
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United Kingdom
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Technology, Information and Internet
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1 - 100 Employee
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Global Head of Customer Support
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Jan 2014 - Feb 2017
Global Head of Support delivering a high standard of customer support in an energetic and constantly changing eCommerce and mCommerce environment.Powa is an international commerce specialist that creates technologies to seamlessly integrate the physical and digital world.Key Achievements• Responsible for delivering global customer support and customer experience• Successfully managed Incident, Problem and Change management• Implemented 'Follow the Sun' approach for support• Strategic planning to successfully support business growth and requirements• Service transition planning• Continuous Service Improvement• Account management for Premium accounts• Facilitated staff training to ensure optimum level of the customer service offering• Creation of MIS reporting for the service desks globally• ITIL based support environment Show less
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Head of Customer Support
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Jul 2012 - Dec 2013
Head of Customer Support EMEA responsible for delivering customer support and incident management for EMEA• Successful implementation of ITSM tools and customer service portal • Designed Incident and Problem Management processes and procedures• Created global Service Level Agreements (SLAs) for first, second and third line support groups• Significantly increased customer satisfaction through reassessment of service desk processes and implementing improved call handling procedures• Effectively supported all eCommerce and mCommerce applications including online payment methods to meet business needs• Consistently exceeded contracted Service Level Agreements month on month Show less
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Contract
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United Kingdom
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IT Service Delivery Manager
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Aug 2003 - Jun 2012
IT Support Management Consultant with a long successful history of Customer Support, Help Desk and Service Desk management. Key Achievements Provided end-to-end service management for application support, desktop support, break-fix and customer requests. Continually achieved Green status for all incident SLAs. Responsible for management team and service desk moves including the provisioning of infrastructure and telephony requirements. Implemented new ACD and IVR systems to support the increasing needs of the business. Built productive relationships and effective strategies with customers, vendors and partners, restructuring support agreements with third party suppliers to reduce costs and improve service. Restructured departments whilst building effective and experienced teams, leading them through periods of considerable change, which delivered measurable improvements in performance and service delivery. Created and implemented Service Level Agreements with business/operational functions and clients. Show less
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GSK
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United Kingdom
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Pharmaceutical Manufacturing
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700 & Above Employee
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Head of Helpdesk Services & Global Business Support Manager
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Dec 1996 - Aug 2003
Responsible for the management and strategy of Help Desk services and global business support within a strict process driven ITIL environment. Proven customer relationship management and leadership skills ensuring consistently high levels of customer satisfaction. Extremely business focused with a hands on approach in managing support and service functions. Responsible for the management and strategy of Help Desk services and global business support within a strict process driven ITIL environment. Proven customer relationship management and leadership skills ensuring consistently high levels of customer satisfaction. Extremely business focused with a hands on approach in managing support and service functions.
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Education
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Bellingham County School
English, Maths, Music, Commerce, Technical Drawing, Woodwork, Metalwork, Art, Rural Studies
Community
