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.

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.

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.

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.

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.
• 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.

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.

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