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.

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.

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

• 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

Education record

Education record