Graham Lyon Email & Phone Number

Manchester, United Kingdom

• As a manager, my role involves inspiring and leading a team to deliver the best in customer service in the most efficient way. Initiating and managing large projects that total £600k in cost savings per annum.Key.
• Increased engagement resulting in a 3% increase (based on 200 staff), improving attendance, attrition and staff loyalty.
• Improved call shape (decreasing handling time and transfers) to achieve a£100k saving per annum.
• Increased first time resolution by 7.7% to attain a £50k saving per annum.
• Improved repair process, saving £90K per annum.
• Decreased credit spend, saving £250k per annum.

National Role

As a Learning & Development Business Partner, my role involved designing, delivering and evaluating learning solutions in order to drive continuous improvements to the frontline and middle management population. Working with the Institute of Leadership and Management (ILM) to deliver accredited qualifications to our managers.

Lancashire

Assessing competence and delivering learning solutions and vocational qualifications to travel industry staff and managers across UK and Europe.

Europe

As area manager I provided leadership to a team of 8 managers and 50 holiday representatives on 13 campsites across France, Spain and Italy.