Experience

Onto

• United Kingdom
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Head of Customer Experience Support

  • Jun 2022 - Present



FedEx

• United States
• Freight and Package Transportation
• 700 & Above Employee

• Senior Workforce Management Analyst/Engineer

  • Aug 2021 - Jun 2022

  Following agreement on the strategy for WFM in Europe, I am now part of the implementation team

• Senior Manager, Workforce Management

  • Jul 2019 - Aug 2021

  * Leading the Workforce Management practices in Europe for FedEx & TNT acquired integrated organization. * Collaborated with key stakeholders to design the Workforce Management strategy, resulting in agreement of approach, design of processes, structural proposal and selection of the Workforce Management tools/technology Due to a company restructure & appraisal of personal goals I have taken the decision to step out of management for a period of time

• Manager, Workforce Management

  • Mar 2013 - Jul 2019

  * Central European Management role leading the FedEx Workforce Management practices * Built & developed a team who successfully implemented resource planning methods, standards and principles in the areas of forecasting, capacity planning, & scheduling of European Contact Centre resources.* Genesys Workforce Management systems

• Manager (Broad Scope), Customer Experience

  • Oct 2002 - Mar 2013

  * Responsible for the relationship management of the UK offshore Customer Service Vendor.* Defining Vendor contractual KPIs, pricing mechanisms, & negotiating terms.* Remote Management of Nordic Customer Experience Contact Centre Teams, following acquisition, including set-up, consolidation and improvement in KPIs. * Senior Manager 18-month assignment leading Benelux Customer Experience Contact Centre teams delivering improvements in cost-to-serve & external customer experience survey results* CE representation/lead for Quality & Process Improvement/Best practices initiatives, design of CE job descriptions, competency model & performance review mechanisms.* 2-times winner of the prestigious FedEx Five Star award for my leadership accomplishments

• Manager, Customer Relations

  • Jul 1999 - Oct 2002

  Inbound Contact Centre management

• Manager, Customer Care

  • Feb 1995 - Jul 1999

  Problem resolution, Key account customer retention, customer complaints & claims handling.