David Peck Email & Phone Number

Peterborough, Gb

• Provided expertise in leading and delivering end-to-end complex business change across global high-volume and complex multi-functional customer experience (CX) operations, including technology and supplier selection and management. • Outsourced a Customer Ops team, with significant cost savings and reduced head count whilst continuing to provide a first class service. Designed and implemented an outbound sales service with existing staff increasing agent occupancy • Designed and built… Show more • Provided expertise in leading and delivering end-to-end complex business change across global high-volume and complex multi-functional customer experience (CX) operations, including technology and supplier selection and management. • Outsourced a Customer Ops team, with significant cost savings and reduced head count whilst continuing to provide a first class service. Designed and implemented an outbound sales service with existing staff increasing agent occupancy • Designed and built an e-commerce platform tracking the full end-to-end customer journey and assisted with recovering abandoned baskets, leading to £MM annual savings• Data-driven, compiled daily/weekly monthly dashboards to track the end-to-end customer journey across retail and Ecom websites and implemented measurable KPIs and customer SLAs, utilising CSAT and NPS scores to validate customer feedback. Show less

London, England, United Kingdom

• Co-founder of innovative global ‘buy now pay later’ payments platform allowing the client a single, simplified integration, granting access to hundreds of global brands across multiply payment providers, including Buy Now Pay Later, E-Wallets, Open banking and alternative payment methods. Managed compliance, 24x7 Support and integrations teams.• Established 24x7 global customer service teams, including outsourced teams. Collaborated with developers to build the platform from the ground up… Show more • Co-founder of innovative global ‘buy now pay later’ payments platform allowing the client a single, simplified integration, granting access to hundreds of global brands across multiply payment providers, including Buy Now Pay Later, E-Wallets, Open banking and alternative payment methods. Managed compliance, 24x7 Support and integrations teams.• Established 24x7 global customer service teams, including outsourced teams. Collaborated with developers to build the platform from the ground up and documented all customer-facing policies and procedures, ensuring compliance with financial regulations and defined the account management structure for strategic global clients, including all reporting and data analysis. Show less

London, England, United Kingdom

• Provided onboarding and consultancy services for a startup Buy Now Pay Later UK service provider, including designing and implementing an onboarding program for new clients. Onboarded 20 clients in the first year, established a 24x7 help desk, and set all customer SLAs and team KPIs.

Peterborough, United Kingdom

• Managed global teams across the UK, India, and the Philippines including all performance reviews, training, and career progression. Delivered a complex IVR System implementation, including automation of customer contact, resulting in a significant £MM revenue and FTE reduction. This IVR system also reduced abandoned calls from 20% to 3%.• Established Ideal Shopping in the US with a large $MM budget, sourcing the call centre location and all staff while running the UK site. Set up staff… Show more • Managed global teams across the UK, India, and the Philippines including all performance reviews, training, and career progression. Delivered a complex IVR System implementation, including automation of customer contact, resulting in a significant £MM revenue and FTE reduction. This IVR system also reduced abandoned calls from 20% to 3%.• Established Ideal Shopping in the US with a large $MM budget, sourcing the call centre location and all staff while running the UK site. Set up staff training programmes and resource recruitment and managed all the third-party telco companies. Show less

London, United Kingdom

• Working with multiple clients with circa 1,500 — 2,000 FTE centers, identifying changes in policy and procedure that enhanced performance, efficiencies and sales whilst building strong working relationships with key stakeholders across a range of business models.• Responsible for ensuring Serco services continued to deliver value into client business, using my wide knowledge of contact center provision and management and the growing importance of Omni-channel in all… Show more • Working with multiple clients with circa 1,500 — 2,000 FTE centers, identifying changes in policy and procedure that enhanced performance, efficiencies and sales whilst building strong working relationships with key stakeholders across a range of business models.• Responsible for ensuring Serco services continued to deliver value into client business, using my wide knowledge of contact center provision and management and the growing importance of Omni-channel in all sectors.• Responsible for the design and implementation of numerous projects across client basis, providing additional sales, cost efficiencies, turning cost centers to profit, with a focus on driving digital activity across numerous client platforms. Show less

London, United Kingdom

Working as part of the ‘turn-around team’ I lead the re-structuring of the customer operations team, covering both high velocity and high concurrency order processes across multi offshore sites. As well as initiating a series of targeted campaigns that have delivered >£mm incremental gross sales per annum.• Reduced customer service contacts by 30% year on year through a proactive outbound customer service strategy. Enhancing both CSAT and customer retention.• Managing over 450… Show more Working as part of the ‘turn-around team’ I lead the re-structuring of the customer operations team, covering both high velocity and high concurrency order processes across multi offshore sites. As well as initiating a series of targeted campaigns that have delivered >£mm incremental gross sales per annum.• Reduced customer service contacts by 30% year on year through a proactive outbound customer service strategy. Enhancing both CSAT and customer retention.• Managing over 450 offsite agents across multiply sites.• Blending telephone, chat, and email technology with agent resources to provide a first-class customer service, whilst reducing head count costs.• A 5% complaint to sales ratio, an industry leading metric.• Saving to head count and ongoing program of optimisation and cost saving by using a combination of industry best practices, setting smart measurements and controls of internal and external teams and suppliers.• Responsible for the P&L of Bid TV supplementary sales contracts and business partners. Show less

Peterborough

• Designed and implemented a three-year business plan to include cost effective repatriation of selected customer service operations from offshore to in house locations.• Understanding of customer profiling to build and deliver business projects to support brand, and the overall customer experience.• £mm+ saving to head count by introducing an automated self-service telephony and web system - and other innovative and multi-channel technology initiatives.• Designed and managed a… Show more • Designed and implemented a three-year business plan to include cost effective repatriation of selected customer service operations from offshore to in house locations.• Understanding of customer profiling to build and deliver business projects to support brand, and the overall customer experience.• £mm+ saving to head count by introducing an automated self-service telephony and web system - and other innovative and multi-channel technology initiatives.• Designed and managed a business critical KPI dashboard used to enforce external suppliers and internal KPI’s, stake holders.• Launched multiply programs across order entry platforms, including web, IVR and outbound campaigns, sales increased from approx. £500k - £3m.• Delivered key projects to transition outsource partners in a live environment, to tight deadlines and budgets, delivered both savings to the business whilst maintaining a first-class customer experience. Show less

Peterborough, United Kingdom

• Key stakeholder in acquiring and maintaining client accounts through excellent customer service, achieving prominent level KPI’s and understanding and reporting MI to key stake holders.• Driver of customer profiling to understand the customer demands, instrumental in the delivery of a customer ‘Library,’ designed to give quick reference to the customer requests, results being a better level of customer satisfaction and client base.• Designed and delivered an absence management… Show more • Key stakeholder in acquiring and maintaining client accounts through excellent customer service, achieving prominent level KPI’s and understanding and reporting MI to key stake holders.• Driver of customer profiling to understand the customer demands, instrumental in the delivery of a customer ‘Library,’ designed to give quick reference to the customer requests, results being a better level of customer satisfaction and client base.• Designed and delivered an absence management program. A consistent decrease in sickness saw a yearly average of below 5%.• Industry leading customer first program generating loyalty, brand awareness and winning numerous European awards.• Consistently maintaining a customer first work ethic across all areas of the business. Show less