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Lin Iliffe

Lin Iliffe

Followers of Lin Iliffe113 followers
location of Lin IliffeBeoley, England, United Kingdom

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  • Timeline

  • About me

    BT Business Indirect Channels Global Client Services Specialist

  • Education

    • Hall Green

      -
      Customer Service Management / Pitman

  • Experience

    • BT

      Jul 2007 - now

      Joined BT back in 2005 through BT Infonet and is based in the U,K. supporting two strategic customers and Partners in the Telecommunications space. Extremely experienced in the global management of very large, high profile, valued accounts and also provides Service Management Consultancy, in support of new accounts, to ensure the required disciplines, processes & procedures and governance are implemented, prior to contract signature. A trusted professional, who also provides a higher level of support and escalation responsibility i.e. Customer Success Principal, (alias, Client Services Director). Show less My primary responsibility involves the complete oversight and delivery of all facets of Customer Care (or “life cycle management”) in support of high profile major global customers and partners.The role has the following "key" aspects:-• Manage service delivery to ensure achievement of SLA targets.• Represents the Customer’s interests within BTGS.• Drive improvements in customer satisfaction.• Set and manage the customer’s expectations with regard to operational performance.• Management of incident resolution, including timely escalations to ensure SLA compliant services are delivered to the Customer.A dedicated, conscientious & enthusiastic professional with a commitment to providing the highest standards of Customer Care, whilst ensuring that all targets and business objectives are fully achieved. I possess excellent interpersonal skills and the ability to communicate and negotiate concisely at all levels. Quick to grasp new ideas/concepts and to develop creative and innovative solutions to complex technical problems. Skilled in driving any necessary changes to Company “policies & procedures” from inception through to completion. Enjoys being part of, as well as managing & motivating a successful and productive team and equally works well on own initiative. Thrives in highly pressurized and challenging working environments. Show less

      • Senior Service Management Specialist/DoA Customer Success Principal

        Oct 2019 - now

      • BT Global Senior Service Manager

        Jul 2007 - now

      • Global Senior Service Manager

        Jul 2007 - Jul 2007

  • Licenses & Certifications

  • Honors & Awards

    • Awarded to Lin Iliffe
      Customer Success Global Recognition BT VP Management Mar 2021 Sept ‘11: Awarded by Rogier Bronsgeest, President, Global Customer Service Operations a Role Model award for my outstanding contribution to BTGS and the great results achieved using the BT value of Heart and the behavioural principles of Customer activism, Interdependency and Trust.Aug '13: Nominated by Graham Hunt and was awarded a Global Services Role Model award for my contributions within the Indirect Channels & Partnerships.Sept ‘13: Nominated by Phil Harris for a Global… Show more Sept ‘11: Awarded by Rogier Bronsgeest, President, Global Customer Service Operations a Role Model award for my outstanding contribution to BTGS and the great results achieved using the BT value of Heart and the behavioural principles of Customer activism, Interdependency and Trust.Aug '13: Nominated by Graham Hunt and was awarded a Global Services Role Model award for my contributions within the Indirect Channels & Partnerships.Sept ‘13: Nominated by Phil Harris for a Global Services Role Model award for demonstrating the BT Value of Customer. This nomination was for continued commitment and hard work. Feb ’20 Received Telco All Hands Global recognition by Dave Disley for Customer Success contributions in supporting Service Delivery.April 2020 - Customer recognition received in support of BTGS' Partners which was announced by Kees Pronk Director | Customer Success | Technology, Life Sciences, Business Services & AmericasApril 2020 - Global Role Model Award received and was nominated by Luciano Moraes BTG Senior Customer Success Principal 25th Mar ’21 Recognised by Kees Pronk Director | Customer Success | Technology, Life Sciences, Business Services & Americas for contributions within Customer Success to the BT Business.26th Oct ’21 Recognised by Luc Van Ballaer Customer Success Director for contributions in support of Service Delivery & Customer Success NPS improved scores within the Indirect Partners.15th Dec '21 Recognised by Kees Pronk Director | Customer Success | Technology, Life Sciences, Business Services & Americas for providing Customer Success consultancy, in support of the Indirect Channels & Partnerships to the BT Business.9th Mar '23 Recognised by Adam Brown SMC Service Director - Received a Role Model Award, in support of major accounts and the consultancy/leadership provided.May & Dec '23 Recognised by Adam Brown SMC Service Director - Receipt of 2 Role Model Awards for sterling major customer support in Service Management. Show less