Mark Drage Email & Phone Number

I am a Support Manager with over 10 years experience managing technical support and incident management teams for both UK and international customers. I have a proven track record in leadership and change management; steering the teams through mergers, system implementations and process improvement whilst exceeding the business and customer KPI’s. My innovative solutions for internal and external customers have created profitable additional revenue streams and improved the customer journey.Developed a Global Service Desk as an additional line of business generating over £400K.Improved remote resolution from 14% to 21%.Increased service request automation from 20% to 55%.Reduced Call wait times by 50% and average handling times by 40% by deploying Auto Speech Recognition.Core competencies include:Process ImprovementITIL MethodologyCustomer CentricLeading and CoachingAnalyticalAccreditations gained:ITIL 2 FoundationInstitute of Leadership and Management Level 5Lean Six Sigma Green Belt CertifiedBTEC National Diploma in Electronics and Communication EngineeringExperienceRicoh UK - Northampton