I’m an experienced Global Head of Customer Care who helps high-profile brands increase satisfaction, improve revenue and reduce costs, with customer-centric innovative strategies and digital transformation.
I’m experienced in leading global teams in excess of 2.5k fte with budgets of +£55m taking accountability for operational & transformation leadership across: customer experience, outsourcing/insourcing, operating models, infrastructure roadmaps, digital evolution, and organisational change.
My forte lies in the ability to develop a long-term strategy while still maximising tactical opportunities with an agile approach. I’ll drive continuous improvement based on customer feedback, market research and new technologies.
𝗧𝗵𝗮𝘁 𝗮𝗹𝗹 𝘀𝗼𝘂𝗻𝗱𝘀 𝗴𝗿𝗲𝗮𝘁 𝗯𝘂𝘁 𝘄𝗵𝗮𝘁 𝘆𝗼𝘂 𝗿𝗲𝗮𝗹𝗹𝘆 𝘄𝗮𝗻𝘁 𝘁𝗼 𝗸𝗻𝗼𝘄 𝗶𝘀 𝗰𝗮𝗻 𝗜 𝗱𝗲𝗹𝗶𝘃𝗲𝗿❓
🔹 Introduced social messaging achieving availability across 90% of markets, accounting for 20% of all global contacts in year 1 & achieving the highest CSAT scores across all channels.
🔹 Delivered Live Chat & Chatbot in multiple global contact centre operations offering 24/7 multi-lingual availability.
🔹 10pts increase in CSAT & a decrease in lost call rates to 7% (from 15%) by introducing new digital channels
🔹 £500m revenue achieved from a non-targeted revenue area by analysing contact data and maximising opportunities to upsell
🔹 +1m social media followers achieved (with 500k annual contacts) by transitioning social media to customer contact channel
𝗟𝗼𝗼𝗸𝗶𝗻𝗴 𝗳𝗼𝗿 𝗮 𝗳𝗿𝗲𝘀𝗵 𝗽𝗲𝗿𝘀𝗽𝗲𝗰𝘁𝗶𝘃𝗲 𝗶𝗻 𝗮 𝗛𝗲𝗮𝗱 𝗼𝗳 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗖𝗮𝗿𝗲❓
I’ll come into your organisation and take an innovative and dynamic approach to balance revenue, product/service, digital transformation, & customer-centric operations creating consistent long-term growth.