Baker Matthew Email & Phone Number

Widnes, England, United Kingdom

Providing PA, companionship and shopping services across the Halton region

Bury, Preston Brook & Home Working

- Day-to-day management of an offshore Web Chat operation within both a sales & service environment- Devising and facilitating weekly structured coaching sessions to support KPI achievement- Responsible for ensuring quality and compliance standards are maintained- Time Efficiency – ensuring daily/weekly performance management & coaching requirements are fulfilled- Creating and maintaining refresher training packs for new and existing staff members- Focus on reducing repeat customer contacts and voice deflection volume, as well as utilising self-serve functions- Reviewing daily performance, ensuring targets are achieved and sufficient resourcing in place- Ensuring new product & service launch material is rolled out and adhered to- Internal & external stakeholder engagement, highlighting successes & challenges of department performance on weekly/monthly/quarterly basis- Highlighting website faults and inaccuracies, ensuring that customers’ receive the best experience when seeking support and purchasing products from the online shop- Competitor analysis – understanding our position compared to the competition and analysing market trends- Creating copy responses for sales advisers to use in conversations to compliment the customers’ requirement

Derived over £500,000 in annual cost savings to the O2 & Tesco Back Office operations- Supporting the relationship with O2’s entire back office operation based offshore- Performance management to ensure that customer requests were processed within agreed service levels- High & low level process mapping- Process Improvement and Lean Management – ensuring procedures worked as efficiently as they should- Earmarking back office processes prime for robotic process automation and working with experts to completion within definitive timescales- Working across multiple back office processes simultaneously to deliver method efficiencies- Supporting project teams on department outsourcing within Tesco Mobile & Cash Management back office areas- Working with web content editors on customer & adviser facing processes, ensuring relevancy and accuracyKey Achievements• Accomplishing greater than £150,000 in annual cost savings as a result of automating the handset unlatching process within O2• Leading on the 3rd party outsourcing of administrative processes within the Debt Management department of O2, realising £120,000 per annum in cost savings• Integral to the 3rd party outsourcing of back office operation within Tesco Mobile, contributing £100,000 per annum in reduction of costs• Deriving cost-saving of over £80,000 per annum to the business through the streamlining of back office processes, achieved through actual handling time (AHT) reductions

This role involved the completion of back office functions, supporting cash management and administration for retail stores, mainly involved with credit application and repair replacements. Additionally, other duties associated with customer resolution & satisfaction. I was also a key representative in the outsourcing to offshore partners.

During this time, I supported customer contacts within Pay Monthly, Pay & Go and Retail segments. I was one of the highest performing operatives whilst working with the customer retention department and developed key expertise to protect the customer base. I also worked within the High Level Complaints operation, managing caseloads, exceeding targets in challenging circumstances, maintaining customer satisfaction.

Education record

Education record