Mark Williams

Experience

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  Royal Air Force

  Jun 1981 - Feb 1990

  Engineering Supervisor/ Electronic Engineer

  Responsible for providing first and second line technical support to airtraffic controllers at various sites around the country to ensure 24-hour cover of UK airspace. Working as part of a small team, this involved fault diagnosis, and rectification to component level.

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  Crosfield Electronics Ltd

  Mar 1990 - Jan 1997

  Support Centre Shift Leader/Engineer

  Responsible for an international Technical Support Centre, providing timely support to over 50 countries within the Colour Reprographic and Printing industries. This included the use of CTI and 'skills based routing' to ensure effective Customer managementTravelling throughout Europe and the Middle East as part of an international support team, repairing equipment and completing complex installations.

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  Vaillant Ltd

  Jan 1997 - Apr 1998

  Call Centre Manager/Project Manager

  Reporting to the Director of the Service Division and responsible for the installation, servicing and repair of domestic and industrial heating boilers for 500,000 Customers countrywide Key AchievementsThe development of a telephony strategy for the company, including all telephone based advertising for the Service Division. The timely reception of up to 4000 inbound and outbound calls per day for two national call centres, with an annual budget in excess of £2M. The day-to-day resource planning of 120 Engineers and 15 Agents countrywide, operating seven days per week in busy times to maximise productivity within set call out deadlines. Show less

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  Stationery Office Ltd

  Apr 1998 - Jan 2007

  Customer Services Manager

  Responsible for selling over 2.8M published titles to a worldwide audience on behalf of many influential clients including HM Government. Directly responsible for company revenues of over £52M per year.Key AchievementsInstrumental in Customer Services being awarded the coveted Charter Mark for Customer Service ExcellenceRated in the top 7% of over 500 benchmarked companies throughout the UK, in our latest independent Customer survey, scoring very highly in overall Customer satisfaction.Providing Key Account Management for many Central Government departments and Trade Customers, with the flagship accounts being the House of Parliament and Amazon. Optimising manpower availability to match predicted call flows to maximise team performance in terms of achieving contracted service level agreements, with particular emphasis on Queue management, Escalation standards, and Customer satisfaction. Responsibility for managing the outsourced call centres for five key Government departmental contracts including QCA and Ofsted Achieved cost savings and operational efficiencies through the amalgamation of two contact centres into one location and developing a strategy to cross train and develop team members to provide maximum coverage to meet operational standardsImproving the Customer experience through informed use of technology, better training and awareness for team members and developing a 'pleasure to do business with' culture in the Contact Centre.Developed and implemented a sales retention programme to recover subscription sales revenues of £8M after major losses due to outsourcing. Introduced sales initiatives that increased company revenues by over £250,000 a year. Show less

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  Epsom and Ewell Borough Council

  May 2007 - May 2008

  Customer Service/Admin Manager

  Responsible for the day to day management of a multi-disciplinary customer service team acting as the gateway to all council services for the borough. The team comprises of three interdependent sections containing the main contact centre, administrative support and information hub including the main Town Hall reception. The team supports twelve major departments including all Operational Services, Development Control, Building Control, Environmental Health and Land Searches. Responsible for promoting Customer focus and awareness externally to over 31,000 households and internally to all departments ensuring that published standards of Customer care are adhered to and continually improved to maintain best practice. Show less

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  Construction Skills

  May 2008 - Nov 2009

  Contact Centre/Operations/Admin Manager

  I had the strategic responsibility for the delivery of high quality services to the Construction industry, being part of a multi disciplinary team empowered to introduce transformational change in our organisation to deliver front line Customer strategies in order to serve our sector of business. The team comprised over 125 people, in two departments, a Contact Centre responsible for both inbound and outbound traffic of over 1.1 million calls per year and a Data Management Unit processing over 500,000 applications per year. Both teams were supported by an internal training, recruitment, admin and ISO auditing team to ensure the highest quality of service delivery was maintained at all times. I also had ultimate responsibility for providing telephony services for the organisation, outsourcing when necessary as internal resources or necessary skills were unavailable. My responsibility extended to the corporate strategy of the new Avaya telephone system incorporating a highly sophisticated Interactive Voice Recognition system. Key achievementsIntroduction of a new company wide Avaya telephone system, incorporating a new interactive voice recognition system in order to enhance the customer experienceIntroduced a programme of transformational culture change into the departmentSet up an outsourced partnership in order to utilise skills not available in the organisation Show less

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  Department of Regional Development, Manufacturing and Water

  Feb 2010 - now

  Senior Water Officer

  Responsible for the management of water use, auditing, compliance and metering within the Central region, ensuring that Queensland's natural resources specifically our water is protected for today's irrigators and for future generations.