Experience

Channel Doctors

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

• Associate Consultant

  • Jun 2015 - Present

  Channel Doctors was setup by Steve Sullivan in 2015, drawing on his and his associates’ 20 years experience of helping organisations to improve their customer experience and deliver true omni-channel customer engagement Ensuring a consistent, brand-aligned, joined-up customer experience across your communication channels is vital. Channel doctors will give you practical, value-focused guidance to optimise the experience you deliver to acquire, develop, service and retain customers: by phone, email, web or face to face through self-service or social and collaborative platforms, or via your partners’ channels Here’s how we can help: We use experience and insights gleaned from different sectors and situations, but in a way that makes sense for you. We’ll listen and learn from both your people and customers, tell you how it is – and how to make it better Simplifying and clarifying how you engage with customers Aligning customers’ experience to your business goals Prioritising investments in people, process and technology However you plan to engage with prospects and customers, you need to do so compliantly. Do you need down to earth, pragmatic guidance through the spaghetti soup of regulatory bodies? Show less



Jericho

• France
• Financial Services

• Associate Consultant

  • Oct 2017 - Dec 2021

  In the most simple terms, Jericho helps companies to keep their customers for longer and then sell these customers more, thereby delivering more profit from each customer relationship. This is all done by ensuring that both the customers and employees of the business receive world class experiences. We deliver bespoke solutions to meet the exact requirements of each individual project, however we have tried and tested approaches within specific fields, specialising in Customer Experience Transformation, Customer Journey Mapping, Voice of the Customer, Net Promoter Score, Business Transformation, Customer Retention & Loyalty Management and Training. Show less



Yonder Digital Group

• United Kingdom

• Interim Operations Director (Consultancy Assignment)

  • Sep 2016 - Sep 2017

  I was Initially engaged at GoResponse in Kent for an interim Operations assignment. Whilst there and following the sale of the business in Q4 16 I was further retained to provide senior management support and implement a change program involving an orderly site closure and transfer of operations to other group sites in Ipswich & Bristol. Assuming the Operations Directors role in Bristol was the second part of he program in order to successfully transfer client business and provide business continuity. In this role I was responsible for all aspects of resource and the success matrix for the contact centre. The final part of the program was to assist in appointing a permanent Operations Director for the site, this was successfully completed in September 17. Show less



News UK

• United Kingdom
• Online Audio and Video Media
• 700 & Above Employee

• Business Change Manager

  • Dec 2011 - Jan 2015

  News UK undertook an extensive successful 3 year transformation and change program, my role was to work with the major stakeholders and their teams to identify the opportunities and realise the potential positive change can deliver. Working as part of a large phased team to introduce complete new ways of working and replacing technology in order to meet the new commercial strategy, In addition worked to identify, develop and implement business process improvements and help provide a link between strategy sales and operations in order to maximise opportunities quickly and efficiently, as part of the commercial vision for the future. Show less

• Head of Advertising Customer Services

  • Jul 2008 - Dec 2011

  Set up of brand new advertising contact centre responsible for all Ad processing and Query resolution across all NI titles nationwide. Transition of all booking activity from sales, reviewed and created new operating workflows and procedures introducing SLA'a and KPI's.



T-Lock

• United States
• Sporting Goods Manufacturing

• Sales Director

  • Dec 2006 - Jul 2008

  Exclusive UK distributors supplying HDF POS units to the retail trade. Exclusive UK distributors supplying HDF POS units to the retail trade.



Oxford Consultancy

• Writing and Editing

• Managing Consultant

  • Nov 2005 - Dec 2006

  Provided full management consultancy services for T Lock a new start up company. Provided full management consultancy services for T Lock a new start up company.



Telegraph Media Group

• Newspaper Publishing
• 1 - 100 Employee

• Customer Services Director

  • Jan 2003 - Feb 2005

  Director of Customer Service for the Telegraph Group. Set up and provided overall ongoing management of the group's 120 seat Contact Centre in Kent supplying full operational subscription management, enterprise fulfilment and outsourcing services, supporting the group's commercial activities in an inbound and outbound environment. In addition set up and provided outbound call centre services to support the Telegraph's Data division in a 'hotel' environment in Scotland in support of a major lifestyle information gathering project for the company. Provided full Vendor Management and ongoing procedural guidelines for all outsourced operations Show less