Neil Thomas

Experience

• 

  Vodafone

  Jun 2010 - Mar 2014

  Manages the real time performance of the Vodafone Customer Service Operation considering performance against a range of performance measures including budgeted resource and call handling times, Customer Satisfaction, Commercial targets and the implementation of Estate wide Business Continuity issues. Supported the store manager by leading the team on the shop floor, giving team briefings, creating development and action plans, conducting monthly team reviews and taking an active role in interviews.

  • Operations Analyst

    Jun 2011 - Mar 2014

  • Assistant Manager

    Jun 2010 - Jun 2011
• 

  Vodafone UK

  Mar 2014 - Sept 2017

  Lead Operations Specialist

  I oversee a team of Operational analysts responsible for the real time monitoring across the entire estate from Sales, to Care, Consumer to Enterprise and all of the services being provided to our UK customers by both in house and outsourced partners both from within the UK and globally in our contact centers.

• 

  Vodafone

  Sept 2017 - Feb 2021

  Defines and leads the creation of new functionality and strategically focused enhancements within Vodafone’s CRM (customer relationship management) system user interface, with a view to delivering an improved customer and agent experience, AHT improvements, reduced time to competency and contact propensity reductions. Responsible for process improvement across a wide range of customer journeys supporting the improvement of the customer experience, reduction of complaints and delivering new products successfully.

  • Product Owner - CRM

    Apr 2019 - Feb 2021

  • Customer Experience Manager

    Sept 2017 - Apr 2019
• 

  Microsoft

  Feb 2021 - now

  Global Crisis Incident Manager