Joe Farnsworth Email & Phone Number

London, England, Gb

London Area, United Kingdom

I find myself at the intersection of strategy, innovation, and customer-centricity. My mission? To orchestrate a symphony of exceptional experiences for our customers. 🎵🌟My role is to lead the charge in elevating the customer experience. I’m tasked with spearheading innovative projects that reshape how we engage with our customers, ensuring their journey is smooth, satisfying, and continuously evolving. By analysing data and collaborating with various teams, I aim to implement solutions that not only meet but exceed customer expectations, contributing to the company’s success and enhancing overall satisfaction. It’s about creating a positive impact that resonates with every customer interaction.

London, United Kingdom

London, England, United Kingdom

As a Senior Director in Trust & Safety, I played a crucial role in defining and implementing the trust strategy of our company. I oversaw a large and skilled team of more than 150 people worldwide, who work in various areas such as content moderation, quality, knowledge, performance management, workforce management, analytics and reporting, operations, escalations, and customer experience.I also participated in the 'Trust & Transparency Committee' that reports to the board of directors, and I regularly shared my expertise and recommendations with the board and the executive leadership team on different trust related matters. I also worked with other teams and stakeholders to create and apply best practices, tools and processes that enhance the quality, dependability and transparency of our reviews. My vision was to foster a culture of trust and safety that supports growth, innovation and customer satisfaction.

London, England, United Kingdom

London, United Kingdom

At Secret Escapes, I was a senior global leader who managed various service functions and achieved excellent results. I devised and executed cost-cutting and process improvement strategies that saved 20% of the annual budget. I launched and oversaw upselling, retention and offline sales initiatives that brought in an extra £2mil per year. I restructured the vendor landscape in language and adopted Omni Channel Cloud technology to improve service delivery and customer satisfaction. I analysed the customer and vendor journeys and pinpointed pain points and improvement opportunities that reduced the contact rate by 30%. I created a quality program that tracked and enhanced service quality, which boosted Net Promoter score and lowered error rate. I headed a global team of more than 150 people across different functions for Secret Escapes and led the organization to transition into a enterprise CRM which enabled a single view of the customer while significantly reducing costs.

Plano, Tx

As a senior leader in customer experience and support for WorldVentures and Rovia, I led the operations of two US-based contact centres and three global outsourcing partners, with seven locations and over 500 direct and indirect staff. My role involved overseeing the global functions of customer support, sales, customer experience, program management, workforce management, vendor management, training and quality. I delivered outstanding results in cost reduction, revenue creation and expansion, scalability building and customer experience improvement. Some of my key achievements were:- I reduced the annual expenses from 24 million to 16 million by introducing new vendors, new technology and operational efficiency.- I created new revenue streams by implementing retention operations, proactive selling and upselling strategies.- I increased the existing revenue by providing training and upskilling opportunities, focusing on team management and incentives.- I enhanced the scalability of the business by developing a new staffing model, globalizing the operations, smart skilling the workforce and adopting new technology.- I improved the customer satisfaction by raising the NPS, lowering the DSAT and increasing the CSAT across all teams globally.

Dallas, Texas

Managing 5 Global Vendors across the Sabre Hospitality Network. Responsible for the P&L for those vendors along with the customers whose calls are answered within that vendor network. Accountability includes all operational, commercial and financial aspects of the vendor relationship.

5 Years of regional leadership with leading global online travel company. Directing Account Managers to stabilize operations, drive incremental revenue along with exceptional quality practices to bring first in service mentality. Managed 6 site migrations, saving cost while implementing best practices to establish cross partner collaborations and consistency. Owned partner relationships including vendor selection and due diligence, pricing and contract negotiation as well as contract terminations. Track record of success in the EMEA market place, setting records of performance utilizing third parties in the United Kingdom, France, Spain, Italy, Portugal, Germany, Sweden, Denmark, Norway, and Holland. Major vendor locations in London, Lisbon, Cairo, Bangalore, Delhi, Berlin, Milan and Sweden.Top Accomplishments• Reduced Costs – Vendor Consolidation, Standardization of Contracts and KPI’s – YoY Expense Drop $70 to $55 mil• Built Scalability – 2 new European Hubs with key supplemental locations, new cloud telephony – 15% Staffing Flexibly • Improved Customer Experience – Higher NPS, lower DSAT, higher CSAT across all teams globally• Increased Revenue – Operational Efficiencies, quality driven sales program – 20% YoY Growth

B2B Start-Up Executive and Leader of all administrative and operational functions. Areas of direct ownership included all operations, IT, production, HR, facilities, account management, data management, customer service, marketing, partner and distribution management. Also worked closely with other executives on product development, strategy, and business development.

Leader of Account and Revenue Management, Customer Service and Contact Centres for the Americas Region, managing and growing existing customers and their business through Pegasus Services. Also, heavily involved as a Product and Services expert for the new sales process, defining of the core products and services as well as part of the executive team defining strategy for the next 3 to 5 years.

Dynamic strategic leader of service for Hyatt Global Service. Drove service expectations and initiatives for the organization. Managed directly 30+ service professionals targeting and exceeding service goals every measurement period. Fostered employee development and created harmony between the service center, the hotels and the end customers.

Mba, International Business And Finance

Focus on International Business and Finance

Bachelor Of Science (Bs), Business Information Systems