Catherine Gabriel Mba Cmgr Fcmi Email & Phone Number

Tring, GB

London, England, United Kingdom

As Director of the Customer Experience Centre (CXC) for Loomis UK, I lead multi-disciplined teams which play a vital role in the successful planning and delivery of excellent service. Our client base is huge and their requirements are varied and diverse. The CXC works collaboratively as the meeting point between; Customers, Forecasting, Operations.

• Management of the Contact Centre with one working days’ notice to stabilise the team, improve morale and implement process and training improvements
• Creation of CX strategy to improve NPS and reduce churn
• New starter training time reduced from 1 month to 5 days without compromising on quality
• Re-write of portal and website FAQs to encourage self-service - calls reduced by 20% and emails reduced by 15%, with first contact resolution increased by 22%
• Competitor analysis undertaken and recommendations and changes made
• Creation of new statistic reporting by individual for use in 1-2-1’s compared to average volumes of work completed

Welwyn Garden City

• Completed the implementation of a new cross-functional Complaints system. Management of a multi-skilled Customer Experience Team, responsible for:
• Complaint handling
• Knowledge Base processes
• Contact Centre process improvements
• Induction training
• Resource planning

Farnborough, Hampshire, United Kingdom

• Reporting into the COO and leading a team of seven advisors and one analyst, I manage the team responsible for ensuring that first class Customer Experience is experienced by all of Alphabet’s customers across the UK..
• Responsibility for all FOS cases, TCF and liaising with The Financial Ombudsman
• Providing a fair and transparent service to vulnerable customers
• Create and embed a customer centric culture and customer experience strategy
• Relationship management throughout the business to ensure relationships are effective and focused on the customer
• Ensure the business is using the right metrics to measure the customer journey

Balcombe Street, London

• Heading the department that looks after Complaints, Enquiries and Praise for 422 restaurants and 31 million grocery products. Improving processes and implementing change where needed, as a result of direct customer.
• Managing a team of 5 Customer Experience Advisors
• Acknowledge all complaints within a reasonable time frame
• Investigate and respond within a reasonable time frame
• Manage compensation payments
• Reporting on levels/types of complaints

London, United Kingdom

• Reduced complaints by a third. Worked to analyse trends and customer feedback relating to 26 million Licence Fee payers to directly fund the BBC's work.
• Reduced complaints by a third
• Organised the TV Licensing Annual Conference at TVC, experience of dealing with Audience Services and Catering
• Interogating information to identify the root cause for complaints. Mapping processes, liaising with partners and designing and implementing initiatives to reduce complaints and measuring the impact of any changes made
• Selling solutions at all levels, using well reasoned arguments to influence & persuade
• Building & maintaining effective working relationships with a wide range of people

Hook, Hampshire

• Working for Alphabet, a BMW Group company, I;
• Design, implementation, documentation & day to day running of an entirely new complaints process
• Administration of the entire car pool for L’Oreal, including all allocations of vehicles, arranging movements, liaising with drivers & HR teams
• I was the primary daily contact for L’Oréal, Zurich and the BBC
• Training the entire business on Complaints and how to deal with and record these
• Liaising with all area of Alphabet or BMW to reach complaint resolutions for drivers.

Dealing with complaints regarding breakdown, damage and claims.

Master Of Business Administration - Mba, Business And Leadership, Merit

Education record

Education record