Experience

• 

  Serif (europe) limited

  Apr 2002 - Apr 2016

  Accountable for end-to-end service operations, including dedicated helpdesks, documentation personnel, QA and Localisation. Formulating annual service budgets and monthly forecasting, tracking spending for a budget exceeding £1.2 million. Conducted internal and 3rd party customer journey analysis to support the MD in developing the business’s long-term commercial plan.Results Generated £250k in annual savings by employing new procedures, which streamlined support operations and increased cross-team secondments. Drove performance to include improved SLs, KPIs, NPS and increased efficiency through forecasting, formulating customer experience strategies, and then training and coaching. Show less Led UK and US customer service and order fulfilment to deliver exceptional customer service. Realigned performance metrics to measure improvements for strategic planning of support programs, including a proactive award-winning customer model within a technical environment, whilst managing the quality of service functions.Results: Oversaw and organised the company’s most extensive support programs costing over £1.05M, with over 50 employees. We increased first contact resolution by 35% by creating a more efficient process to relay information between teams and individuals. We were voted among the Top 20 companies in the UK for customer service with an NPS of over 60.• Oversaw and organised the company’s most extensive support programs costing over £700k, with over 35 employees.• Increased first contact resolution by 35% by creating a more efficient process to relay information between teams and individuals.• Voted within the Top 20 companies in the UK for customer service with an NPS of over 60%. Show less Led day-to-day operations of customer service. Increased customer retention via changes to the engagement program, more transparent communication and expectation management to drive continuous improvement. Designed a single contact centre metric, improving performance.Results: Achieved industry recognition in the first year of operating, placing 41st in the Top 50 Customer Service Organisations, improving the following year to the Top 20 and winning best multimedia/email service winner.• Increased customer retention via changes to the engagement program, more transparent communication and expectations management to drive continuous improvement.• Designed a single contact centre metric, which improved factors affecting performance. Show less

  • Head of UK & US Professional Service Operations

    Feb 2013 - Apr 2016

  • Head of Customer Services

    Jul 2010 - Jan 2013

  • Customer Care Manager

    Jun 2004 - Jul 2010

  • Quality Assurance Manager

    Apr 2002 - Jun 2004
• 

  Jaama ltd

  May 2016 - Mar 2024

  Reporting directly to the Managing Director. Overall responsibility for leading 50 FTEs within the Customer Service and Implementation teams, including the Support Manager, Customer Experience Managers, Project Managers and Consultants, focussing on improving NPS and CSAT. Spearheaded the Customer Service and Implementation operations and set the customer experience strategy for the business based on annual survey results. Designed and structured vital roles to help move the business forward and to provide an excellent customer experience. Developed a customer experience programme to raise the customer experience life cycle profile and delivered this plan in many key stakeholder meetings.Results: Significantly improved SLA and average response times by over 20%. We were also focused on strengthening our culture, which led to the Customer Service team generating perfect employee engagement and retention throughout the project. These results transformed our transactional customer satisfaction scores from 66% to 88%. Show less Reporting to the Operations Director with 5 team leads and a further 20 indirect FTEs, we led and Implemented effective strategies which optimised the service team footprint, streamlining processes and policies designed to achieve organisational objectives of performance, productivity and capability across the business. Developed and implemented performance metrics to drive operational performance improvements by devising and executing robust strategies.Results: Restructured the team to focus on creating a culture of empowerment and accountability, which reduced ticket response times by 28%, and our customer satisfaction scores shot up by 29%. Show less

  • Head of Customer Service and Operations

    Jul 2019 - Mar 2024

  • Customer Support and Operations Manager

    May 2016 - Jul 2019
• 

  Mhr

  May 2024 - now

  To harmonise the front-of-house support services and develop long-term customer experience and value.Responsible for the teams' efficient and effective day-to-day operating activities reporting to the Customer Services Director, including customer experience; governance; compliance; risk; sales growth; revenue; costs; margin control; skills development; capacity; and performance.To lead the development and execution of high-quality support services.Strategically the Customer Services Director will work across the business and with the Chief Delivery Officer to shape the strategy of the company’s Services future.Work with the leadership team to deliver first-class customer experience, measuring through industry standard tools such as CSAT or NPS so that customer-led improvements can be delivered and measured.Promote a culture of self-development across the services organisation so that every member of the team can work across the Company’s product and service portfolio.Work with the Sales leadership to identify new services and revenue generation opportunities, using a tiered support services model.Work with the CDO, and Directors on future planning and contribution to the Company’s Business Plan. Show less To manage the business functions of an MHR consulting practice. Responsible for the efficient and effective business planning and execution of the practice, in line with agreed business plan targets, quality metrics, and customer experience metrics. Ownership of year-on-year efficiency saving and revenue growth, through skills and service development.Responsible for capacity planning activities, identifying and driving consultancy improvement initiatives, and conducting effective deployment of staff to utilization targets. Also, ensuring effective staff development to maximize utilization, managing compliance and risk, and contributing to service development and operationalization of new services. Additionally, responsible for establishing efficient recruitment and development pipelines to respond to changing market conditions, controlling costs, and implementing year-on-year efficiency improvement. Show less

  • Customer Services Director

    Jan 2025 - now

  • Professional Services Consultancy Manager

    May 2024 - Dec 2024