Charlotte Masters Email & Phone Number

Significantly improved Net Promotor Scores with results of up to 60+ with the design and implementation of an effective Customer Experience strategy for 22m customers per annum. Contributing to commercial growth plans and protecting a market leading position. Leading with a strong people first culture collaborating on a business wide Customer Experience Governance programme driving accountability for customer results across all business departments - the customer’s voice always in the room, including online and offline customer forums.Proactively and compassionately reaching a resolution on complex customer issues in person, over the phone and in writing with the human touch at the forefront of all customer contacts.Achieved all Level 1 KPIs for the UK based Contact Centre and delivered an expansion into a shared service model. Post contact NPS of 50+ continuously focused on improving soft skill responses.

Delivered CSAT (6%+) & NPS (10+) improvements by proactively engaging with senior stakeholders developing a truly customer first attitude. Led an award-winning Contact Centre (200 fte) with excellent pre, in travel and post travel support across the UK.Collaborated on self-service digitised processes creating an improved experience for online customers reducing contacts by 18%Project managed the successful launch of permanent contact centre hybrid working during 2020 which required the implementation of a new telephony system, secure payment system, bot automation, single customer view tech and new reservation system. Improving average handling times by 20 seconds, attrition and productivity rates.