Ian Pack Email & Phone Number

United Kingdom

Braintree, England, United Kingdom

Prioritising and enabling Improvements based on data and evidence across all processes and departments

Braintree

• Responsible for service, internal and external in a B2B manufacturer of Telecoms Infrastructure, supplying to UK Mobile Network Operators. Sugar CRM System Administrator and driving force for change and improvement..
• Designed and implemented SOPs and CRM “How To” to improve BD Team operational performance, efficiency and capacity, Induction and Training, and Customer Experience
• Developed effective KPIs to see issues early and intervene
• Increased scope… Show more Responsible for service, internal and external in a B2B manufacturer of Telecoms Infrastructure, supplying to UK Mobile Network Operators. Sugar CRM System Administrator and driving force for.
• Increased scope of BD team responsibilities, including responsibility for GDC workflow
• Ensured effective implementation by team of CRM and email Management systems to transform internal and external service levels and efficiencies

Bury St Edmunds

• Short term project to develop and implement Customer service strategy in line with Client SLA’s, identify and deliver high levels of Customer Service with focus on improving First Contact Resolution
• Improved First Contact Resolution from 11% to 68%
• Improved response time from 5 days to under 6 hours
• Developed Customer Service procedures, polices and standards and training to implement
• Reviewed KPI’s and revised to ensure ongoing improved service levels and efficiencies
• … Show more Short term project to develop and implement Customer service strategy in line with Client SLA’s, identify and deliver high levels of Customer Service with focus on improving First Contact Resolution

Thetford

Some of my key accomplishments:♦ Took the Right First-Time delivery from 88.58% to 96.88%♦ Reduced number of problems by 22% and saved £369k per annum♦ Designed and implemented customer care strategy, MY LEAD, effectively transforming the customer experience♦ Successfully negotiated cost reduction of 72% (£75k from £269k) with IT supplier

Colchester, United Kingdom

During the restructuring of the organisation, I proficiently led change and improvements within Operations, Customer Experience & Service, Sales & Marketing, Quality Assurance and Compliance.Some of my key accomplishments:♦ Generated new business Sales to take pipeline from nil to £460k in five months♦ Reduced headcount by 25% and fixed overheads by £250k.

London, United Kingdom

I was head of new business development and marketing as the new tech start-up.Some of my key accomplishments:♦ Designed and implemented successful online inbound marketing campaign♦ Strategically incorporated website design, blogs, white papers, email campaigns and webinars♦ Coordinated appropriate social media and utilised classical marketing strategies

The Confederation of Tourism and Hospitality - CTH is the international membership and awarding body for the hospitality, tourism and travel industries.I successfully handled regulatory responsibilities with Ofqual as well as delivering change and improvements across the business. These included Customer Service, Operations, IT, Business Development, Key.

Leading provider of managed learning services to large organisations with key products including consultancy and programme design, training administration, management information, supplier management and funding administration - £5.8m annual sales - 49 employees over 4 sites. As the Operations and Commercial Director, I steered Operations in Business.

World leaders in delivery of industrial training and related qualifications globally with operations in Europe; £72m annual turnover - 600 employees - Training and Examination Services division £11m turnover - 48 employees in UK over four sites.; Developed divisional strategy, gained buy-in and commitment from senior management colleagues and implemented.

UK Metals Industry training and skills body providing training and development solutions - comprised member companies ranging from Corus to small family owned SMEs - employed 38 people over 3 sites with £7.5m annual turnover.; Designed and implemented company's product marketing and sales plan, managed revenue streams, led supplier negotiations, business.