Experience

• 

  Homeserve

  Apr 2007 - Aug 2012

  Key Achievements:• Exceed customer conversion rates by 6% generating an additional £3.8m revenue for 2011-12• Improved sales performance by 4% over the same period generating an additional 200k policies worth £2.2m • Was requested by Senior Director to demonstrate “Best Practise methods” across Customer Service and Sales• Achieved 98% Quality marks • Achieved operational saving in excess of £125k• Reduced employee churn to <5%• Reduced absence to 5.6% Responsibilities:• Ensured the effective management of all aspects of the sales, service delivery of all campaigns, ensuring performance achieved contractual requirements; • Drive and ensure that operations install a culture of leadership, development and mentoring across the team; • Accountable for the delivery of the client KPI delivery, improving results through performance management and coaching whilst creating an operating environment where people want to work. • Monitored and developed campaign performance and ensure that strategies were in line with both the business and client expectations; • Developed a culture of continuous improvement across the campaigns performance, which delivered enhanced business and employee performance including operational efficiencies; • Established and maintained client relationships; • Took full commercial responsibility of 9 FSA compliant campaigns and managed the P&L to ensure that all targets were achieved and enhanced Show less Key Achievements:• Achieved and exceed all team objectives set• Employee champion for roll out of customer engagement model (Great Conversations)• Developed to manage key operational tasks including Outbound dialler campaigns • Developed the training programme used for new starters (Rookie Bay)• Was required to attend commercial meetings in the absence of the department manager• Nominated for Manager of the month on 10 occasions successfully winning 5 times• Youngest Team Manager promoted internallyResponsibilities:• Leading 14 FTE to achieve both individual and departmental objectives• Ensuring all FSA and regulatory requirements were met• HR policies and procedures followed• Prevention of fraud through verification and audit Show less

  • Contact Centre Manager

    Sept 2010 - Aug 2012

  • Outbound Retention Team Manager

    Apr 2007 - Sept 2010
• 

  Jaywing

  Jan 2014 - Jun 2015

  Service delivery manager

  Responsible for the development and delivery of the Collect+ campaign at Jaywing. Providing customer service within a 48FTE multi channel (telephony/email/social media/web chat) inbound call centre.I support my client in ensuring successful service delivery of all SLA's, KPI's and customer satisfaction whilst also ensuring the customer journey is as seamless as possible and the best experience it can be.

• 

  Vodafone

  Jun 2016 - now

  Working in Technical Enterprise Solutions within Vodafone as a Delivery Operations Manager for Standard Order Management. With responsibility for the E2E delivery of fixed line data, voice and internet solutions for over 100 carrier customers of Vodafone, working as the operations manager across multi UK sites with responsibility for both onshore and offshore teams totalling c100 people. Driving excellent results through building strong relationships with stakeholders, customers and providers. In June 2017 supported the role out of a new delivery and customer contact model which introduced offshore order management whilst launching a Solution Centre for all customer driven contacts.Key Achievements:• Increased fluid orders from 52% to 72% • Reduced cycle times from 75 days to 52• Increased Delivery On Time across orders by 20% from 73% to 93%• Implementation of Solutions Centre to ensure great customer experienceResponsibilities:• Leading and driving performance through a number of teams to ensure on-time delivery, early delivery and reduced cycle times• Driving continuous improvement through “Pain Point” management• Recruitment, onboarding training and continual development of team members• Help maximize gross profit through effective and proactive resource and process management, and through effective cost• Manage director level complaints• Ensure compliance against regulatory requirements• Ensure all results were delivered against forecasted plans and budgets• Remote management of offshore team, ensuring all training and processes are up to date• Ensure effective management of orders across a range of products • Identify pain points with the delivery and “own it/ solve it” to ensure continuous improvement• Managing resource planning, utilization, financial performance and employee turnover• tNPS Show less

  • Service Manager

    May 2018 - now

  • Delivery Operations Manager

    Jun 2016 - May 2018