Iain Gooding Email & Phone Number

Derby, GB

Remote

Milton Keynes, England, United Kingdom

• Steered 200 FTE contact centre to achieve record customer satisfaction scores. Delivered strategic initiatives, mentored operations management, and led a team of analysts. Owned workforce planning, published reports.
• Developed probability models to manage collections, more than doubling customer debt collected in just three months, increasing revenue by £700K per annum.
• Designed and implemented resource management strategy that reduced shrinkage by 16%, boosting service levels by freeing up 300+ hours per week for customer-facing duties.
• Slashed the cost of handling calls by 35%, by optimising IVR routing, reducing excessive hold time, and relocating basic call types to a cost-effective offshore location.
• Led continuous improvement programme that increased NPS by 23 points, analysing qualitative ‘Voice of the Customer’ data to identify weaker performing agents, journeys, and products.
• Launched churn propensity model to drive customer retention campaigns, lowered exit rate by 9%.

Nottinghamshire

• Modernised 300 FTE contact centre, defined customer support structure, strategy, and system requirements to deliver improved, cost-effective omnichannel customer experience. Negotiated contracts with partner.
• Streamlined contact centre resource operations, downsized a top-heavy management team, saving £160k per annum, and introduced process improvements that reduced the agent requirement by 14 FTE per week.
• Increased resource efficiency, replaced siloed teams with a multi-skilled customer service operation, realised savings of more than £750K per annum.
• Drove customer journey improvements, reconfigured the IVR routing to better capture customer intent; enabled the business to disband an agency-staffed concierge team that cost more than £50K per month.
• Doubled conversion rates on outbound campaigns by cleansing data, analysing the best time to call, and prioritising productive campaigns.
• Instigated a telephony insights programme highlighting weaker performing sites, increased service levels by 35% across 200 dealerships, massively improved the customer experience.

Nottinghamshire, United Kingdom

Short term contract to create organisation-wide budget models, prepare a suite of management information (MI) reports, compute performance analytics, and increase automation across reporting data. Demonstrated the value of Visual Basic for Applications (VBA), quickly gaining support from all senior stakeholders and, subsequently, offered a permanent.

Derby, Leeds, Osterley And Livingston

• Drove digital transformation, created actionable insights to increase use of self-service channels and hone IVR applications. Guided planning operations for digital customer support, defined recruitment plans, designed.
• Analysed data to identify opportunities to deflect calls to self-service channels. Enhanced, and scaled up IVR customer messaging to decrease agent calls by 560K annually, saving more than £2.2M each year.
• Delivered call routing process improvements, identifying cohorts with simple queries that could be responded to by new IVR applications; resulted in 210K new call deflects annually, saving £840k each year.
• Project managed an engagement initiative that boosted employee satisfaction by 6% within six months by making senior management more accessible. Recognised via Sky’s Shine awards scheme.
• Accountable for delivering customer contact forecasts and calculating staffing requirements for Sky’s digital customer support teams.
• Key Systems: Adobe Analytics | Brandwatch | Excel | Genesys | Lithium | LivePerson | PowerPoint | QFiniti | Salesforce CRM | Speech Miner | Speechstorm | Verint WFM

Derby, United Kingdom

• Led 8 analysts in workforce management for onshore and outsourced offshore contact centres, with 1000+ agents. Authored performance reports and data analysis insights, published to all tiers of management. Collaborated.
• Developed suite of dynamic quantitative planning models to provide short and long-term forecasts, identifying expected service levels, operational costs, and staffing requirements.
• Realised sizeable cost savings by analysing and implementing highly efficient shift patterns, reducing headcount in offshore operations by 10% (25 FTE).
• Successfully designed and implemented all customer facing shift patterns in our 24 x 7 operation, enabling agents to maintain a healthy work-life balance, whilst consistently hitting service level targets.
• Business owner of the workforce management system (WFM), IEX Totalview.
• Key Systems: Blue Pumpkin WFM | Excel | IEX Totalview WFM | Lucent CMS | PowerPoint