reporting to Head of Customer Experience MarketingAchievements:Working across the Prudential UK business units including sales and operations, to drive out an end-to-end customer experience and ensure customer retention is a key business priority. Focusing on key books of business to understand consumer and adviser behaviour and improve retention ratesSignificant work with the intermediated sales channel to improve the way we work with Intermediary partners, in particular Multi… Show more reporting to Head of Customer Experience MarketingAchievements:Working across the Prudential UK business units including sales and operations, to drive out an end-to-end customer experience and ensure customer retention is a key business priority. Focusing on key books of business to understand consumer and adviser behaviour and improve retention ratesSignificant work with the intermediated sales channel to improve the way we work with Intermediary partners, in particular Multi Tie partners. Resulting in Advisers voting Prudential 4 & 5 Star for service, previously 2 star, as well as prestigious awards for online and call centre services Major force in improving the way we gather and use research to drive improvements in customer and adviser experience, including the introduction of a customer satisfaction survey and welcome pack for new to brand customers and an Adviser Experience SurveyIndividually accountable for embedding the brand and customer ethos in the first Prudential contact centre in Mumbai, setting the foundation and standards that continues to be trained in a operation that has grown from 20 to over 1000 people Show less

reporting to Contact Centre ManagerAchievements:Managed a contact centre review, enabling the area to achieve service levels and improve customer experience through process simplification and improvement. Productivity increased from 20% to 80% of calls answered within 15 seconds in 3 months3 month secondment managing a service delivery department of 100 staff and 6 managers, administering new business for company and group pensions. Successfully implemented and led a recovery… Show more reporting to Contact Centre ManagerAchievements:Managed a contact centre review, enabling the area to achieve service levels and improve customer experience through process simplification and improvement. Productivity increased from 20% to 80% of calls answered within 15 seconds in 3 months3 month secondment managing a service delivery department of 100 staff and 6 managers, administering new business for company and group pensions. Successfully implemented and led a recovery plan to stabilise performance and deliver a better customer experienceSuccessfully managed the set up of a 3rd party call centre to deal with the call traffic as a result of the Scottish Amicable legal transfer to PrudentialFURTHER CAREER SUMMARY Show less