Gary Burgess Email & Phone Number

Amsterdam / London

Accountable for a new strategy to transform Customer Service giving greater empowerment to people to re-establish industry leading levels of customer satisfaction and experience.Responsible for creating a simplified, lower cost organisation model, the business case and the roadmap to implementation, by engaging with stakeholders across the business.Responsible for initiatives to meet the learning, personal and career development needs of employees through a global initiative framework to recruit high calibre people, give structured training, personal development and career development planningKey Achievements:~ Created a 3 year strategy empowering Customer Care to re-establish industry differentiating service, giving a globally consistent experience ~ Identified a cost reduction opportunity around 38% over 3 years through data analysis, cost modelling and business case alignment~ CS Owner for end to end process redesign around the customer touch points and customer journey~ Responsible for co authoring the Migration to Digital Strategy and negotiating and engaging with 3rd party suppliers and colleagues to ensure successful CRM (Salesforce) implementation ~ Delivered global alignment in reward and recognition through a single unified framework that drives, by role and for every role, appropriate behaviours linked to customer needs by using only relevant metrics.~ Won full stakeholder buy in to and created a global framework for recruitment, development & career planning

Tnt Centre Netherlands

Span of Control 4500 FTE 65, countries, operational budget €6M , functional budget >€165MAccountable for the customer service vision and strategy to deliver a differentiated customer experience across all customer segments and relevant touch-points.Responsible for cascading the strategy and centrally evaluating implementation, adherence and quality across all business units Responsible for embedding customer centricity organisation wide, championing the voice of the customer across functions and for implementing customer centric processes & procedures.Owner of the customer service value proposition, accountable for designing and communicating the USPs of the customer service offer to meet the needs and expectations of customersAccountable for managing the central budget exceeding €6m and responsible for management in the business units of an operating budget exceeding €165m.Key Achievements:~ Improved Customer Satisfaction scores(C-Sat) by 24%~ Reduced cost as % revenue by 6% and cost/consignment by 5.7% through a €14M cost improvement program ~ Achieved the highest HO departmental employee engagement scores and drove up global CS engagement through an online Global Community, case study based 1st line management workshops and standard induction programs~ CS lead on merger discussions with UPS throughout 2012

Amsterdam / London

A unique, specifically created troubleshooting role.Responsible for finalising implementation and closure of a 5 year global re-engineering strategyResponsible for leading the project team and redrawing the project plan to facilitate the delayed development of global CS common systems.Key Achievements:~ Successful Re-engineering program closure in 2009~ Achieved business consensus on common systems requirements, facilitated development and achieved pilot sign off in 2009~ Accredited facilitator of Voice of the Customer by ODI

Birmingham, United Kingdom

Span of Control > 600fteAccountable for delivering excellent customer care within budget Responsible for driving cross functional customer focus and raising the profile of CS across the business.Responsible for the reengineering team that redesigned the global Customer Service Organisation on secondment to a Customer Experience Transformation Program at Corporate Head Office Key Achievements:~ Delivered a 13% cost reduction, creating and implementing a strategy that consolidated 45 into 3 CS locations~ Achieved an on time and under budget opening of TNT’s first purpose designed Call Centre~ Designed the global model for TNT’s Call Centres and future organisation

Birmingham, United Kingdom

Responsible for the design of a 3 year strategy & business case to centralise customer service out of 45 depots into call centres . Accountable for creating the implementation roadmapResponsible for execution and implementation of the strategy and commenced execution, working with IT and Premises to equip to an appropriate, high specification. Responsible for full, effective planning of the activities required in each depot to move the work and redeploy or loose headcount.Key Achievements:~ Opened TNT's first purpose designed call centre, under budget, on time, fully functional with the agreed level of staff trained and on the phone.~ Successfully implemented Call centre technologies new to TNT~ Supported the closure of depot CS teams across the UK

Windsor, Uk

Responsible for 5 Customer Service teams in the Southern Region of TNT International until the business merged with TNT UK. Responsible for the implementation of the strategy to integrate the two organisations, creating the customer service function in every locationKey Achievements:~ Supported successful integration in 23 depots over 2 years

Chatham, Kent, Uk

Responsible for Call Centre Operations B to C for customers of Black Horse Financial Services and for the sales force relating to policies submitted or policies maturing.Key Achievements:~ Successful implementation of the first performance related pay to former 'flat basic' salaried administration staff.

Chatham, Kent, Uk

Asked to relocate to HO to be responsible for administration and customer services for one region and to join a high profile project to introduce workflow technology for administration and split out front and back officeCreated an evaluation program through assessment centres to determine which roles and at what grade staff would place in the new organisation. Key Achievements:~ Created an new evaluation program through assessment centres to determine roles and grades for staff in the new organisation. ~ After a successful project conclusion became Call Centre Manager

Newcastle Upon Tyne, United Kingdom

Responsible for achieving targets across 14 Lloyds Bank Branches through a team of 12 commission based pension and investment advisors

Newcastle Upon Tyne, United Kingdom

Responsible for achieving targets across 3 bank branches, primarily cold calling bank customers to generate leads, follow up with appointments and sell through advising on financial services.

Newcastle Upon Tyne, United Kingdom

FMCG sales, initially telesales, then sales rep to CTN and small businesses, finally Key Accounts to supermarkets and cash & carry.

Newcastle Upon Tyne, United Kingdom

Counting lead bars and recording stock levels.