Six-Sigma certified, adaptable and solutions-focused customer service director with extensive experience defining and driving strategic business growth and directing high-performance teams to deliver outstanding customer service. Wide-ranging experience managing and negotiating contracts, establishing service levels and KPIs, and implementing continuous improvement processes in inbound, outbound, and multi-channel business fields. Demonstrable record of streamlining and transforming business operations, optimising IT systems, and introducing initiatives to maximise on service and digital opportunities. In-depth knowledge of agile leadership and workplace practices, customer service management and risk and compliance matters. Excels at building and maintaining strong relationships with key stakeholders, high-profile clients, senior management teams, third parties, and all levels of staff. Ambitious, open-minded, and collaborative leader with remarkable background recruiting, training, upskilling, and motivating extremely productive teams to achieve all set business objectives. Proven successful leader of highly motivated customer service professionals.
Tui
View- Website:
- tuigroup.com
- Employees:
- 34134
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Global Head Of Operations ManagementTuiSwansea, Wales, Gb
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Head Of Contact Centre OperationsTui Aug 2018 - PresentSwansea, United KingdomLead UK and offshore customer service contact centre sites, lead approximately 1000 inbound and outbound FTE. Responsible for L&D for customer service and technical teams and ensure efficiencies are delivered in support functions and back office operations, through effective and strategic leadership and direction. Orchestrate central resource preparations, MI, and Insight activities. Apply forward-thinking negotiation expertise to deliberate and settle on outsourced services and simultaneously establish rapport with stakeholders to advance business operations. Control all pre travel, after travel, airline customer service and digital channels. Direct transformational change plans for customer strategy and execute self-serve and digital solutions. Cultivate and deliver future contact centre plans and enhance customer experience. Manage customer service divisional budget and steer UK group level transformation and partner with various source markets and offshore partners
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Head Of Iuc At Care UkCare Uk Apr 2017 - Aug 2018Headed five IUC sites comprising of around 1750 FTE and led capacity management and ensured team delivered exceptional performance, complied with clinical and assurance standards in addition to efficiently running development and improvement strategy. Established strong and beneficial relationships with stakeholders and partners countrywide and managed partner contact operations of IUC national platform. Controlled contract management across nation to ensure effective and efficient delivery to patients. Teamed up with medical and healthcare professionals to advance patient care and simultaneously decrease demands for emergency departments and ambulance services. Organised and elevated national technical liaison, infrastructure, and application development. Led health and safety operations for all sites and directly managed health and safety management team. Served as registered manager and oversaw all CQC governance and compliance. -
Head Of National Service CentresInterserve Jun 2015 - May 2017RedditchActed as Customer Operations Director during streamlining and reshuffling of senior management. Cultivated and improved contact centre strategies and operations and disseminated best practices to all customer operation sites.Controlled productivity and performance of all National Service Centres teams. Organised and effectively led all service delivery activities while concurrently administering business relationships and contractual requirements with Account Directors.lead on the implementation of new CMS systems and digital channels. -
Customer Contact Group ManagerTelford & Wrekin Council Sep 2009 - Jun 2015 -
Sales And Business Development Manager (Contract)Homeserve Aug 2006 - Jun 2007Walsall -
National Operations ManagerThe Aa Apr 1989 - Jan 2006OldburyManaged multiple teams, including Service Delivery teams, training and recruitment, as well as a responsibility for up to 2000 external Technicians at any one timePerformance managed a team of Customer Managers and Customer Advisors circa 350 in totalDirected and assisted Field Service Managers, providing real time performance of their teams to maximise utilisation and ensure the achievement of both internal and external KPIsEnsured full FSA compliance Reviewed and implemented change to resource models Functional responsibilities include - Supplier management Resourcing and recruitment, maintaining FTE’s against the work plan Managing relationships of Business to Business key accounts Produce and maintain Business Disaster Plan Project managed site consolidation from three sites to oneLead major recruitment strategy for new site Managed integration and recruitment for two landmark prestigious accounts.
Claire E. Education Details
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Xenon GroupLevel 5 Diploma -
Dudley CollegeLean Practioner
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Bourneville CollegeCollege/University Preparatory And Advanced High School/Secondary Diploma Program
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Stourbridge CollegeSociology
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High Arcal Secondary School5 O Levels, 2 Cse'S
Frequently Asked Questions about Claire E.
What company does Claire E. work for?
Claire E. works for Tui
What is Claire E.'s role at the current company?
Claire E.'s current role is Global Head of Operations Management.
What schools did Claire E. attend?
Claire E. attended Xenon Group, Dudley College, Bourneville College, Stourbridge College, High Arcal Secondary School.
Who are Claire E.'s colleagues?
Claire E.'s colleagues are Caitlin Maidment-Griffiths, Tania Santovenia, Mariia Perva, Mehmet Murat Çalişir, Emily Stephens, Nizar Bensaid, Lennart Andersson.
Not the Claire E. you were looking for?
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Claire Walsh CIPP/E, CIPM, CIPT
Greater London -
Claire E R
On Sabbatical Until Mid-December / Assistant Content Designer / Multidisciplinary ArtistUnited Kingdom
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