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Network Power<100 people
Roles
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🧑💼57%
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🔥42%
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🇮🇳14%
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Work Background
FOOTASYLUMDirector of Customer Experience
Apr. 2023
FOOTASYLUMHead Of Customer Experience
Jul. 2018 - Apr. 2023Middleton
ao.comHead Of Customer Experience
May. 2016 - Jun. 2018Bolton, United KingdomAfter success within our Sales Department I was promoted back into the Customer Experience Department. Led 220 heads/190 FTE to execute end-to-end contact centre operations, and redesigned recruitment and on-boarding strategy to ensure best calibre sourced and retained. I developed four contact centre managers incorporating learning styles, professional desires and personal goals and objectives through structured personal development plan ★ Created “Customer Happiness Score” to replace subjective call quality with customer sentiment as main form of agent quality analytics increasing this score by over 20% (from 74 to 92).
★ Enhanced customer experience department saving £390k and reducing contact centre team manager headcount by 5 FTE, recruitment needs of 9 FTE at agent level, interdepartmental transfers of around 30%, and abandonment rate reduction of 2% as well as increased 8% in service level.
★ The redesign of the recruitment and on-boarding strategy to ensure the best calibre or people were sourced and retained. ★ Sickness instances reduced by 33%
ao.comContact Centre Manager - Sales
Jan. 2015 - May. 2016Bolton, United KingdomI returned to AO to head up the Inbound Sales Contact Centre. I had Operational responsibility for circa 80 FTE which includes Recruitment, Attrition management, Employee Engagement, Sales Performance & Absence Management amongst many other things. I restructured the sales department to be customer focused, yet performance led. Initiated new salary and bonus structure allowing for greater accountability and a robust recruitment and training programme that ensured we hired the best people and made them exceptional, customer focused sales people. ★ Drove the strategy behind Month 1 cancellations of the associated protection plan from 15.4% to 7.2%.
★ Call to Order Conversion increase of 15% and 5% up in protection plan sales. The combined effect of this was over £1m a year in profit to the UK Retail P&L. ★ Reduction in cost per sale metric from £14 to £4.50.
★ Increase in Employee Happiness from 6.7/10 “Would recommend as a place to work” to 8.9/10.
★ Steered 350% increase in revenue in original AO business team YOY by implementing robust strategies, managing changes, and restructuring trade department.
ACHICACustomer Care Manager
May. 2014 - Jan. 2015Oldham, United KingdomMy role at ACHICA was made up of both operational and strategic responsibilities. Customer Care for ACHICA was in a satellite office, based in Oldham, with the Head Office based in London. I devised a method of recruitment based on candidate competencies and recruited permanent staff, while liaising with recruitment partners to obtain qualified candidates. Updated c-level executives on business performance and formulated KPIs to drive improvements. Utilised Erlang model to create and implement rota’s and FTE planning. Acquired and collated feedback for all customer affecting areas of business, specifically buying and supply chain. Established and sustained with external partners (mainly Couriers and HR) to achieve best outcomes for customer and business. o Decreased processing time of all refunds to 24 hours or less from receipt, from 7 days.
o Optimised international speed of response from 48 hours to 32% in 4 hours and 100% in 24 hours, again with no further overheads added. o Drove 120% growth in staff to handle growth in inbound queries per week from circa 6000 to 15000 through peak period.
o Increased speed of response performance from 1% to 69% within 4 hours of customer contacting ACHICA, with no extra overheads, maximum performance capped to circa 70%.
ao.comCustomer Service Senior Team Manager
Nov. 2012 - May. 2014HorwichResponsible for 9 Team Managers and circa 75 Customer Facing Agents and the service they provide our customers. Responsible for all forms of customer contact including Calls, Social Media, Emails and Review Sites. Teams handle around 2000 individual contacts per day.
ao.comOperations Support Manager
Jun. 2011 - Oct. 2012
ao.comCustomer Service Team Manager
Oct. 2010 - May. 2011
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