Barry Shields Email & Phone Number

Paisley, Gb

Leading a large commercial team to implement Three's sales strategy in our Contact Centre across multiple partners and locations, both onshore and offshore.Responsible for developing and driving Three’s Commercial Service Strategy ensuring our customers experience better connectivity through our products and channel interactions.Passionate about using new technology to enhance the experience of our customers and reduce the effort for our people.

Glasgow, United Kingdom

Deliver exceptional commercial and customer outcomes in our Contact Centre retentions channel to support the growth of the business. Leading teams in both partners to achieve stretching goals by setting clear direction, recognising excellence and developing a culture of accountability.Collaborate with internal teams to ensure consistency across both partners to enable them to inspire and delight our customers. Through key stakeholder management internally, I work to align the priorities and objectives of our partners with Three’s goal.Key to this is ensuring that we have a retention journey which is regarded within our industry and beyond as customer led, creating a balance between customer effort and positive commercial outcomes. Understanding customer and industry trends, best practice and future technology is extremely important for us to continue to innovate and develop our contact strategy.

Playing a major role in Three's transformation and growth in Glasgow I led multiple departments in our Telesales operation. As part of Three’s developing customer contact strategy, I was responsible for the successful set up and implementation of new digital multichannel departments – Web Interact & Video Calling.Further to this I had accountability for our customers’ digital experience within the telesales operation. In my last year I implemented various programmes with great success aimed at supporting a transformational change in Three’s customer contact strategy towards Digital.In addition to this I also led the redeployment of our Business Retentions department to Glasgow from an offshore partner.

Successfully piloted and rolled out a change in Retentions strategy which resulted in a 6% reduction in customer churn levels.Led a project to improve site performance by 10% through targeted performance management of department bottom quartile. Led a group of management development candidates resulting in all of them being promoted to ATL or TL within a year.Recognised by Blue Sky Consultancy in 2008 for outstanding contribution in leading strategy change.

Accountable to delivery of all client customer and compliance objectives and managed client relationship to ensure clarity and alignment of objectives and delivery.Integral part of project start-up of main sales campaign which developed from 10 to 60 FTE.Created and implemented employee development structure to support achievement of Investors in People accreditation.Embedded customer centrist culture and reduced Energywatch complaints to zero in 2008. 1st time delivered by an outsource partner.Recognised by lead client at annual sales conference for Outstanding Customer Experience.

Education record

Hnc Learning & Development

Certificate In Training Practice