Experience

Grooup

• United Kingdom
• Technology, Information and Internet
• 1 - 100 Employee

• Customer Service Director

  • Jul 2017 - Present

  Providing Customer Service Director-for-hire services for early-stage businesses, focusing mostly on strategy, team management, leadership, process optimisation and scaling teams. Driving change, innovation and efficiency in customer service daily operations along with delivering significant cost reduction and EBITDA increase. Providing Customer Service Director-for-hire services for early-stage businesses, focusing mostly on strategy, team management, leadership, process optimisation and scaling teams. Driving change, innovation and efficiency in customer service daily operations along with delivering significant cost reduction and EBITDA increase.



The Hut Group

• United States
• 1 - 100 Employee

• Head of Customer Operations

  • Dec 2016 - May 2017

  Reporting to the CCO, I was responsible for all Contact Centre Operational Support functions, including: · Resource Planning · Management Information· Process Improvement · Operational Change· Quality Assurance· Recruitment

• Head of Customer Service

  • Jan 2013 - Dec 2016

  Reporting to CFO, I was responsible for all Contact Centre front and back office functions having 5 direct reports including 2 Customer Service Managers, Training Manager, MI & Planning Manager and Operational Support Manager Key achievements:· Operational project lead for web self service project, reducing page visits resulting in a customer contact by 9%· Scoped and designed online returns system and key player in assisting the development team to implement· Analysed and project managed the development and implementation of contact centre processes including the implementation of web chat and help management system· Created call scripts and quality monitoring system to improve customer satisfaction· Built bespoke excel based planning and forecasting models· Created and developed training plans and modules for new and existing employees Show less

• Client Services Manager

  • Aug 2008 - Jan 2013

  Having overall responsibility for the Customer Service and Fraud teams at THG. Additionally managing relationships with clients such as ASDA, Tesco and Daily Mail, ensuring that contractual service levels were achieved by the Contact Centre.


Protec
• Wholesale
• Customer Service and Sales Manager

  • Feb 2008 - Aug 2008

Caudwell Group
• Telecommunications
• 1 - 100 Employee
• Customer Service Manager

  • Sep 1999 - Nov 2007