Gavin Rowland Email & Phone Number

Bristol, England, United Kingdom

Newport, Wales, United Kingdom

Bath, United Kingdom

Cardiff, United Kingdom

• Created a Quality Management system and process for the sales department of a leading global provider of water cooler systems.• Worked collaboratively with the operational leads in the U.S. office to define targets, standards and processes.• Designed and implemented real time dashboards, reports and routines to provide the operation with the means to manage performance.• Embedded the new Quality Process throughout the U.S. arm of the business and created a framework for continuous improvement and change.• Managed a team of Quality Assurance executives and developed tools to enable effectiveness in their roles. The team contributed to UAT and eventual signoff.

Cardiff, United Kingdom

• Working for a leading Business Process Outsourcer, owning Process Transformation on the Shop Direct contract.• Leading continuous improvement for Contact Centres, reducing contact demand and enhancing end-to-end customer experience.• Managing the Discovery Process by engaging subject matter experts within the Webhelp Operation, and taking service improvement opportunities from concept to business case.• Maintaining strong stakeholder relationships at all levels both internally and externally, ensuring the client feels engaged and confident at all times.• Passionate about improving the customer proposition whilst increasing commercial prospects and growth potential.• Mitigating risks and issues through thorough communication and engagement, detailed planning and contingencies.• Utilisation of various project methodologies, including Lean Six Sigma and PRINCE 2.• Working knowledge of Financial Conduct Authority (FCA) obligations and how technology can enable effective compliance.• Working in collaboration with client partners to deliver contact reduction savings, resulting in increased company revenue benefit.

Bristol, United Kingdom

• Responsible for student contact for accommodation throughout yearly lifecycle, including booking, moving in and checkout.• Management of three separate functional teams; Sales, Service and Emergency Contact Centre.• Change Management to amalgamate all teams so there one voice for the customer and seamless service throughout, so teams are multi-skilled.• Introduction of Service Culture to the Contact Centre, so customer are at the heart of all decisions and processes.• Introduction of new technologies to enhance the customer experience, such as web chat, remote working and video chat.• Management of the London Sales Office, overseeing its refit and new launch.• Collaborating with other departments to enhance student experience and support them when needed, e.g. welfare support during stressful exam periods.• Introducing mechanisms for valuable insight from the Contact Centre to be consumed by the rest of the business, so there is a culture of continuous improvement.• Working with technology teams to build solutions, enabling enhanced service delivery.

Cardiff, United Kingdom

• Integral to the delivery of a new Omni-Channel Customer Relationship Management (CRM) System, delivering the Management Information stream of work, including the delivery of a new data server to support the project• Delivered a new Group Desktop on Windows 7 to over 2000 new PCs/2500 colleagues• Management of wider business initiatives, supporting related customer contact to the Centre, e.g. Events in stores• End to end business review of the various business areas, delivering a multitude of efficiency savings• Creation of efficiencies and improvements with customer experience at the heart of all decisions• Meeting financial objectives by forecasting requirements; preparing budgets; scheduling expenditures; analysing variances and initiating corrective actions• Developed Insight Tools and Mechanisms to support the ongoing development of the business and resource planning

• Expert in Operational Management, including, resourcing, forecasting, coaching, team building and ensuring compliance of both company and legal processes• Trusted to set up and deliver new emerging areas including Social Media as a contact channel• Played a leading role in the Social Media operation receiving a number of team awards including ‘Being first for customers’• Designed an developed Service Level reporting and Quality Assurance process for Social Media• Collaborated on numerous projects with internal stakeholders and vendors to support marketing and customer experience initiatives through Social Media

Cardiff, United Kingdom

• Dealt with customer contact via various channels, including telephony, email, whitemail, social media and web chat• Coached and developed team colleagues towards optimal performance• Expert in Operational Management, including, resourcing, forecasting, coaching, team building and ensuring compliance of both company and legal processes• Data analysis and interpretation of team performance, with further investigation of any identified issues, taking remedial action where appropriate

Newport, United Kingdom

• Managing the aftersales Customer Services Contact Centre, including 40 agents and 3 Team Leaders• Introduced a record system for dealing with customer issues in priority order and by specialist teams• Created the first Customer Insight mechanism for Carcraft• Built the Net Promotor Score database when this initiative was introduced• Finding the best solutions for customers concerning mechanical issues with their vehicle, sales, finance and insurance issues• Managing all contact channels within agreed service levels• Developing new processes and systems to enhance customer service and drive efficiencies• Lead, mentor and coach Team Leaders to deliver exception results with their teams• Performance analysis to identify the biggest opportunities for improvement• Management of an aftersales budget to reduce costs whilst providing exceptional customer service• Working collaboratively with other departments to resolve customer issues and reduce costs

Education record

Education record