Richard Armstrong

Experience

• 

  Sage

  Nov 2007 - now

  Leading a team that is transformational in shaping product improvements and supporting internal and external customers. Instrumental in the Implementation of key strategic initiatives and legislation changes for our two flag ship products Sage 50c and Sage 50cloud Payroll.Responsibilities Include-- Support the change team with continuous Improvement, go to market propositions and leading on projects- Work with team managers to ensure the right level of support is provided to those that need it- Work with the digital team, operational managers and incident management to ensure communication across internal and external customers- Support key account managers, customer relations and retention teams to ensure our customers are with us for lifeKey Success-- UK contact centre finalist- The Team delivering on our transformational support and product improvement plan and ensuring this is rolled out across UKI- Continuously delivering a world class service. CSAT +96 & FCR +97- Team Development and creating catalysts that get results-Making Tax Digital Planning Show less Managing operational change within the Customer Services Operation, transitioning product updates into the live environment as well as influencing change around the business.Responsibilities Included:-Managing Critical projects in the UK and Ireland. Including Recruitment, training, budgets, call mitigations and removing obstacles for workstream leads.-Managing the rollout of the latest payroll version to circa 120,000 customers, accountants and partners-Overseeing the transition of product updates into the live environmentKey success:-Payroll Year End 2018: +60NPS, +90CSAT, +90FCR, 30% reduction in voice, increased digital support and doubled lead generation compared to previous year Show less Planning and Resourcing the UKI Onboarding experience to ensure new and experienced people are given targeted and tailored development.Responsibilities Included:Volume RecruitmentCoaching and DevelopmentContinuous Improvement of Onboarding (SWOT analysis)L&D SpecialistKey Success:-Delivering new people into the business that amaze our customers and go the extra mile +90CSAT & +90FCR-£2.2 million in lead generation in a year through exceptional sales through service skills- Consistent multi location Onboarding experience across UKI-30 new hires gaining qualification in aat accounting Show less

  • Digital Operations Manager

    May 2019 - now

  • UKI Digital and Social Contact team Manager Customer Services

    Mar 2019 - May 2019

  • UK and Ireland Escalation Team Manager

    Jun 2018 - Mar 2019

  • Project Manager

    Nov 2017 - Jun 2018

  • UK and Ireland Coaching & Onboarding Manager

    Nov 2015 - Nov 2017

  • Team Manager

    Nov 2013 - Nov 2015

  • L&D Training Specialist

    Aug 2011 - Nov 2013

  • People Development Coach

    Jul 2008 - Aug 2011

  • Payroll & Accounts Product Specialist

    Nov 2007 - Jul 2008