Andrew Simmons Email & Phone Number

Darlington, Gb

Bradford, United Kingdom

Objectives: Project/Programme manage multiple workstreams through to completion Achieved: Scoped, proposed, gained approval/funding for, governed and delivered eleven projects; decreasing the likelihood of Pollution and Sewer Flooding. ~£11m of Capex and Opex investment secured vehicles, improved handling processes, installed enabling IT systems and significantly enhanced network mapping through a team of six Project Leads.

Reading, United Kingdom

Project/Programme management of multiple workstreams: - Stakeholder management - Project governance and documentation - Initiation docs through to closure- Programme Board preperation- RAID managementAchieved: Delivered all collateral required to implement a journey led organisational structure, ensuring experiences are delivered in line with customer expectations. Designed, recruited and implemented a field force of Thames Water Ambassadors capable of expanding from 2 FTE to 150 during major incidents.

Reading, United Kingdom

Key achievements:- Tendered, commissioned, developed and embedded Brandwatch digital listening capability, ensuring all publically available online references to Thames Water are captured and monitored - Developed ‘Social for Service’ capability by categorising online mentions into journeys and developing processes for appropriate action; Whether those posts come from members of the public, journalists or politicians they are now triaged and given the appropriate response - Demonstrated the true impact of online content when one incident was posted to 150million Twitter feeds- Ensured the online Customer Voice is displayed in real time in strategic locations on live screens around the business, every employee is aware of the importance of each customer and has never felt closer to their opinions- Conducted full market appraisal of service delivery against CSAT, providing a view of critical to customer response times according to journey; resulting in re-prioritising of work flows delivering reduced contact rates and improved CSAT - Consulted on and co-developed Customer Insight function into critical organisational function, ensuring the customer voice truly is at the heart of every decisionResponsibilities:- Producing and delivering Customer Insight, drawing on a wide variety of sources- Guiding and educating the Customer Insight function on key industry and professional practices- Identifying requirements, designing and delivering Customer Centric dashboards to all areas of the business

Heathrow

Key achievements:- Produced annual forecast of CSAT results for multiple aircraft utilising historical data and planned activities to statistically demonstrate probable outcomes- Delivered forecast to relevant stakeholders and negotiated agreement on targets- Successfully demonstrated the business case for renovation of Gatwick fleet through monetising the CSAT benefits delivered through investment Responsibilities:- Research and Insight with a Customer Experience focus- Maintaining, improving and delivering analysis of Continuous Customer Voice feedback- Forecasting annual CSAT performance for budgetary purposes- Business case evaluation

National

Responsible for all Transactional NPS within Virgin Media, I lead an engaged team of Analysts charged with accurately forecasting results for budgetary and planning purposes and providing game changing Insight. Accountable to Directors, the Insight delivered drives genuine change in the strategy of the organisation, optimising the experience of Virgin Media customers, increasing revenue and removing sources of disatisfaction. Key achievements and responsibilities:Established robust Virgin Media Customer Satisfaction Forecasting and Budgeting modelDeveloped NPS reporting dashboard; A one-stop-shop for all NPS and related metric DataCo-created the 2015 Corporate Reward structure: Annual Bonus now linked to tangible customer satisfaction score target Quarterly presentations to Board of Directors providing performance review, outlook and insight to drive Customer Experience improvementsDeveloping an engaged team of Insight Analysts and Programmers with a commitent to personal development and continuous learning

National

Responsible for Recover Transactional NPS, encompassing all customers wishing to leave Virgin Media, struggling with payments or making official complaints. The role comprised two main aspects, forecasting a forward view for budgeting and planning purposes, and delivering actionable insight to improve the experience of customers within this journey. Key achievements and responsibilities:Delivered insight identifying ~£500K of bad cost and improvement of NPS in Recover journey by ~3 pointsEducated multiple levels of the organisation on NPS, enriching conversations and allowing more informed decisions to be madeAccurately forecast Recover NPS to within 1% on a monthly basis ensuring key stakeholders were armed with a forward view Delivering monthly performance reviews, forecasts and insight for presentation to Directors Establishing self as Virgin Media Expert on Recover NPS

Stockton On Tees

Managing a team of 15+ Advisors, the role can only be succesful through focussing on the people, pushing for development and engagement whilst marrying this up with a detailed knowledge of precedures and contact centre intracacies. Creating the right environment and culture to ensure the maximum number of customers are turned from leavers to stayers, is the only sure fire way of hitting the KPIs and attaining customer satisfaction. Key achievements:Awarded Team of the Month on multiple occasionsDesigned and implemented IT crisis management plan improving morale and efficiency, reflected in Employee Engagement surveysDelivered revised call reporting process providing accuracy of call types data to improvement teamsIntroduced Quality Circle methodolgy as a means to involve front line workers in process improvement

Newcastle, Middlesbrough, Haywards Heath, Hartlepool

Steering the stores of a leading Mobile Phone providor with substantial teams of customer focussed sales advisors, managing KPI performance, stock, audits and above all, customer satisfaction. Retail Management is hands on, grass roots management, and the foundations of a work ethic supporting quick thinking, solution finding, people skills, negotiation skills and the ability to build relationships with anyone. Key Achievements and responsibilties:Developed several high performing retail stores; turning two around from failure to viable and profitable outlets with motivated staff and satisfied customersRepeatedly achieved highest Customer Satisfaction scores in Division; consistently within top 10 of the companyHeavily involved in and initiative succesful in removing 16 labour hours of work per week per store through reducing bureaucracy with no adverse impact on quality standards

Stockton On Tees, Darlington, Middlesbrough

Delivering DIY and building materials to a broad customer base, from serious Do it Yourselfers to Trades people, from experienced home owners to first time buyers. Tackling several positions within Wickes, most rewarding was creating an environment all shoppers could carry out their business effectively with support at hand if required, or the freedom to browse if preffered. As a senior member of Management in mutliple £20m+ turnover stores the focus was on ensuring the products were available, well presented and backed up with a helpful store team offering cheerful guidance and assistance when required. Key ahievements:Developed statistical merchandising model for shelf location of stock utilising buying patterns of products improving sales of linked items. For example, screwdriver sets located underneath screws increased sales 500%. Invented the concept of plastic buckets being used as shopping baskets now commonly seen in all DIY chains.Reduced shrinkage in Darlington store from 7% to 3.2% through improved stock management, outbound delivery process improvement and shelving equipment policy creation.

Master Of Business Administration (Mba), Business Administration And Management, General

Advanced Professional Diploma, Management

Bachelor'S Degree, Business Management