Brian Porter Email & Phone Number

Bishop'S Stortford, England, United Kingdom

• Be a key player in the expansion, development, implementation, and updating of the Central Services strategic plans on an annual basis. • Establish and implement policies, procedures, and service level standards to enhance the efficiency and effectiveness of the Central Support Department. • Working with the firm’s technology, recommend solutions and processes to enhance the delivery of the departments service offerings. • Expansion of the current service delivery lines.• Manage mentor and train all employees within the Central Service Team directly and indirectly through the reporting structure. • Plan, organise, and allocate work to ensure effective day-to-day operations of all Central Support Teams. • Effectively lead the day to day operations of the Central Support Teams, ensuring the of high-quality services. • Nurture and oversee the Central Services Teams, promoting engagement and ensuring the delivery of swift and high-quality work. • Take responsibility for Budget management, people planning and financial planning for the central services department; • Build and maintain effective relationships with internal stakeholders. • Coordinate activities between Central Services and other departments. • Oversee resolution of inquiries, problems and complaints affecting service quality and respond to the most sensitive or complex inquiries or service queries. • Act as a key advisor in Central Support related projects and provide support as required. • Lead the analysis and update of service level goals to meet the evolving needs of our legal services. • Monitor and report on Central Service Department KPIs • Generate business reports and provide Central Services data analysis to the Senior Management Team • Take daily responsibility for the Central Services systems and the document library – maintaining, developing, and auditing regularly to meet compliance needs

Huntingdon, England, United Kingdom

• Manage a team of customer success managers providing guidance, mentorship, andperformance across multiple sites in the UK.• Mapped out the customer journey identifying continuous improvements future interactions with customers• Collaborate closely with the sales team to identify opportunities for upselling and cross-selling• Monitor customer engagement, proactively addressing issues • Measure, analyse, and report on key metrics such as CSAT scores, retention rates andrevenue growth.• Influencing and managing a wide range of senior internal and external stakeholdersdelivering monthly and weekly performance to c- suite management• Point of contact for resolving service issues.• Act as the customers' voice using data insights and monthly meetings at the C-suite levelensuring future business strategies are aligned properly.

London, England, United Kingdom

• Shaped the customer journey and touchpoints resulting in an increase in operational efficiency • Successfully designed and optimisation the chatbot system resulting in a significant reduction in inbound customer queries through effective automation and accurate responses.• Designed and launched a robust set of self-service resources establishing a comprehensive help center & knowledge base that reduced inbound activity allowing customers to find answers to their questions independently.• Interaction with customers allowed me to shape and design stronger more holistic customer journeys increasing NPS scores by over 50%• Created an aftersales & complaints department using RCA data to enhance customer and commercial position.• Using HubSpot integrated a workflow dashboard allowing KPIs and SLAs to be tracked and monitored.• Key stakeholder management regular meetings to discuss key priorities and issues.• Streamlined the IVR and online experience using customer segmented data enabling workflow efficiency and increased levels of customer satisfaction.• Analysing feedback and surveys identifying areas of improvement increasing customer satisfaction and team performance •Boosted customer response times through effective root cause analysis and implemented changes that led to an overall reduction in complaints• Trained the team on working smarter with our customer data improving sales performance by. reducing the average cost per case.Reduced average case cost whilst increasing team performance.• Lifted quality score and launched new tracking tools to drive customer experience across my departments. • Delivered a reduction in case resolution time.

United Kingdom

• Design and build a contact centre operatingmodel that has the customer at the heart ofeverything.• Design and implement a business wide Voice ofthe Customer program with dashboards toreport on the customer experience and feedbackacross all touchpoints• As part of the Voice of the Customer program,design and deliver a contact centre NPS work and designed a complaints managementstructure that highlights key customer issueswith RCA's and reports complaints as a KPI• Accountable for the day-to-day operations of 125 core FTE including 10 managers. • Improved customer satisfaction in the first 3 months by designing an operating VOC model. • Increased NPS by incorporating senior stakeholders into the business growth plans.• Decreased department's Average Handling Time (AHT) • Chaired daily planning and variance meetings with managers and key stakeholders identifying trends and issues for the week ahead. • Reduced departments Bradford score 4.8% to 3.2% in the first year of launch.• Oversaw a training academy.

Enfield, England, United Kingdom

Managed a portfolio providing business support to start up organisations. Whilst providing support to the call centre

Waltham Abbey, England, United Kingdom

Managed the sales, delivery and the production on site manufacturing teams.

Stansted, England, United Kingdom

managed four stores within the airport environment, responsible for staffing and day to day operations.