Adam Reed Email & Phone Number

Responsible for continuously improving performance and inherent customer experience across multiple teams and skillsets, through identifying opportunities and implementing operational support to achieving goals. Support provisioned through my team includes: Resource Planning (including field based); Budget planning and maintenance; Insight & Analytics (including performance scorecards/dashboards); Quality assessment of our customer interactions (including complaint handling); Recruitment; Academy for coaching new recruits and existing colleagues (includes systems and processes); Colleague experience tracking (including capability frameworks). Customer centric, with the aim to deliver an effective, efficient, insightful and value-based approach to customer and colleague journeys.

London, United Kingdom

Cross-organisational role:• Project management and strategy development• Operational lead to support delivery of services for £5.3m Big Lottery project• Customer Services team lead - customer experience driven by delivering the right outcome • Logistics planning and service delivery to budget across the UK• Data quality reviews and enhancement • Operational efficiency and effectiveness, applying continuous improvement measures • Identifying database developments to improve efficiency• Co-negotiate outsource contracts• Implementation of operational processes for varying service channels• Cross team recruitment

Tunbridge Wells, Kent

CS Manager: Set up all aspects of the call centre environment from conception, implemented working processes and achieved required customer service quality targets. Oversee the call centre for all operational and customer requirements.Data Analyst: Create and publish MI reporting and activity trend analytics for internal and external stakeholders. Self-developed SAS Enterprise user. Managed raw data validation, maintenance, analysis and developed our data dictionary. Worked closely with customers to develop and provision trend analysis insight.

London, United Kingdom

Leading a team of account managers to manage small to medium business contracts.Short stay due to the opportunity to relocate.

London, United Kingdom

CS Manager: Supported new call centre set up, and then recruited and lead the Customer Service teams. High volume call centre, requiring a high level of focus to continuously improve customer and colleague experience. Reporting Analyst: Moved into the role after a company restructure, primarily focusing on provision of MI reporting for call centre performance to an external partner, achieving set goals which were eventually critical to achieving the organisation being acquired.

London, United Kingdom

Initially joining as an account manager, then due to company restructure moved to overseeing management of client service, support and contracts.Later moved into the product development sector, supporting research and design work for a new range of mobile phones, which lead to production and international market sales.