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Operations/Customer Service Manager

Work Experience

CAREER OBJECTIVE

Seeking an interim role within a dynamic, Customer Service environment, where infectious enthusiasm and a hands-on, people conscious leadership style - together with proven strengths in both verbal and written communication, and excellent powers of persuasion – would be viewed as an asset.


KEY ACHIEVEMENTS

· Successfully led a cross-functional team of NTL Managers tackling two serious operational issues, with dramatic and lasting results. Call volumes reduced by 26.5% in three months, and customer churn reduced from an annualised 20% to 14% within six months – both projects were successful due to comprehensive root-cause analysis, and tenacious implementation of action plans.
· Reduced abandonment rate within NTL call centre from 75% to 10% within a six month period, by capturing and introducing initiatives from across the operation. At the same time a written correspondence of 7000 was eliminated by imaginative campaigns, and use of cross-functional resource.
· Persuaded Senior Management colleagues at NTL of the value of a radical re-structure of both organisation and cost structure, saving an annualised £3m whilst improving service quality.
· Secured an unprecedented seven offers from seven potential Venture Capital companies whilst at Network Concepts. High quality, enthusiastic and convincing presentations were fundamental in this process.
· Re-motivated and re-energised a national network of sub-contract engineers at NCF, who had lost focus and whose performance was slipping. Following a national programme of presentations from myself and several invited speakers, complaints dropped by 20%, and satisfaction with the presentations was 93%.
· Successfully introduced “cellular” working method while at the RAC, increasing autonomy and empowerment within the dedicated team of internal and field staff. All performance metrics improved in a short time period, and the scheme won the Chairman’s National Quality Award.


EMPLOYMENT EXPERIENCE

Feb 2000 – Present NTL Operations/Commercial Manager

Responsibilities

· Operational performance of two call centres (total of 600 heads) and field based installation teams (450 heads).
· Regional ownership of all new product and project implementation for geographical area from Stafford to the south coast.
· Financial performance against annual budget (approximately £55m).

Achievements

· Key contributor to reduction in Call Centre abandonment rate from 75% in October 2000 to 10% in June 2001.
· Saved £3 million on operational expenditure from 2000 – 2001 whilst improving operational performance.
· Created and piloted a new operational structure within the region, which was adopted as the national template.
· Successfully managed team partnering external consultants in numerous performance improvement programmes.


Sep 1998 – Feb 2000 PCW Business Direct Commercial Manager

Responsibilities

· Re-structure and re-launch Services division within the company.
· Develop in-house services and recruit and manage third party service providers.
· Develop and deliver training to sales and non-sales staff.
· Act as pre-sales consultant on large scale project work for Corporate Customers.

Achievements

· Increased services revenue from £650k (98-99) to forecasted £2.5m (99-00).
· Developed service provision from within Dixons group to maximise margin opportunities and provide additional development opportunities for staff within group.
· As part of the Senior Management Committee, contributed to the growth of the company from £54m (97-98) to forecasted £127m (99-00).


Jan 1998 – Sep 1998 Network Concepts Commercial Manager

Responsibilities

· Relationship management with key third parties, including suppliers from the IT and Telecomms sectors, manufacturing partners and clients.
· Control and development of accreditation portfolio.
· Publicity maximisation via advertising and PR campaign.

Achievements

· Key participant in development of annual turnover from £1.4m (1997) to projected £8.5m (1998).


Jan 1997 – Jan 1998 NCF Operations Manager

Responsibilities

· Management of over 140 sub-contract engineers, completing 40,000 installations per year.
· Improved all areas of installer performance, including calibre of appointment at recruitment stage, appointment punctuality, complaint resolution and productivity.




Achievements

· Delivered an effective contribution to growth (£4.8m in 1997 to £7.3m in 1998).
· Partnered MD in successful bid to secure Motorola and Vodafone contracts.
· Negotiated IT Facilities Management deal to reduce costs and improve quality.


Oct 91 – Jan 1997 RAC Operations Manager

Responsibilities

· Range of managerial roles, culminating in Operations Manager role, with 350 operations staff, both internal and field based, running 24-hour breakdown operation within London and the Home Counties.
· Budgetary responsibility of £18m.

Achievements

· Organised SE Region “Self Management” training for 120 staff, focussing on objective setting and personal motivation.
· Implemented and project managed Cellular working system, winning the Chairman’s National Quality Award.
· Devised and implemented sickness controls, reducing sickness absence from 9% to 2%.


Jul 1986 – Mar 1991

General work experience covering positions within O & M and recruitment.



DATE OF BIRTH 27/2/1967

HOBBIES AND INTERESTS

Active golf, football and tennis player, cartoon drawing, reading (particularly performance management and motivational works), family pursuits.

Education

QUALIFICATIONS AND EDUCATION

Sep 1985 – Jun 1986 BA Hons (Communication Studies) London
Studies incomplete

Sep 1978 – Jun 1986 5 A levels Newcastle Grammar, Staffs
8 O levels

Skills

CAREER PROFILE

An accomplished Senior Manager, with broad skills developed and applied in market leading national organisations. Experienced in all aspects of Man Management, budget creation, cost control, profit and loss accountability, SLA creation, KPI measures and CRM. Sound business and financial acumen, together with demonstrable leadership qualities with a proven track record of motivating individuals and teams to peak performance.

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