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Gary Burgess is listed as Global Customer Service / Customer Experience Director in Strategic and Operations Leadership based in Greater London, England, United Kingdom. AeroLeads shows a work email signal at tnt.com and a matched LinkedIn profile for Gary Burgess.
Gary Burgess previously worked as Global Director of Customer Care Organisational Development at Tnt and Global Director of Customer Service at Tnt. Gary Burgess holds Post Grad Business Studies from University Of Warwick - Warwick Business School.
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In my essence I simply serve customers, understanding their needs and satisfying them, better still delighting them by understanding them and creating a great experience. In practise I am a strategic leader who draw's on my experience as CS Director in large business units and then leader of the Global Customer Service Function. I take the organisation’s goals, stakeholders’ needs and the Voice of the Customer, creating pragmatic, deliverable Customer Experience transformation strategies to create a low effort high value experience. First redesigning processes around the customer touch points and the customer journey, then implementing technology to enable the processes and KPIs to measure the experience. I also transform the organisation to one capable of executing the processes, supported by people development and trainingI have implemented strategies to drive change, increase performance or efficiency, generate higher customer satisfaction. I deploy customer centric measures to evaluate the customer experience, measure success, monitor performance and for reward and recognition, keeping the focus on what the customer will see, hear, feel, touch, experience.I also heed the Voice of the Employee:If your business has a challenge, ask yourself who knows your business best? Your people probably have the solution you need if you allow them the voice to speak and allow yourself to listen. Its your job to then recognise their contribution when they are right.Key Skills:~Strategic Thinking and Planning~Strategy Execution~Highly Customer Centric & Customer Experience oriented~Relentless focus on budgeting, cost control and performance management.~Effective stakeholder management~Mentoring & Personal DevelopmentTurning a situation into an opportunity, I’ve taken my first and only career break to decide what comes next and I'm open to suggestions. I’m interested to hear what you think. Call or email me so we can talk: garymarkburgess@gmail.com +44 7833 775146
Listed skills include Customer Experience, Strategy, Leadership, Change Management, and 25 others.
A career timeline built from the work history available for this profile.
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.
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.
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~.
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.
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.
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.
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.
Quick answers generated from the profile data available on this page.
Gary Burgess is listed as Global Customer Service / Customer Experience Director in Strategic and Operations Leadership.
AeroLeads has found 1 work email signal at @tnt.com for Gary Burgess.
Gary Burgess is based in Greater London, England, United Kingdom.
Gary Burgess has worked for Tnt, Tnt Express, Tnt Uk, Lloyds Banking Group, and Britvic Soft Drinks Plc.
You can use AeroLeads to view verified contact signals for Gary Burgess, including work email, phone, and LinkedIn data when available.
Gary Burgess holds Post Grad Business Studies from University Of Warwick - Warwick Business School.
Gary Burgess is listed with skills including Customer Experience, Strategy, Leadership, Change Management, Management, Operations Management, Call Center, and Project Management.
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