Luke Wright Email & Phone Number

Cardiff, Gb

Responsible for leading and scaling LoopUp’s global support function whilst facilitating company-wide transformational/go-to-market changes; and providing best-in-class support to 6,000 clients 24/7 in Microsoft Teams, Cisco and other UCaaS solutions. My job was to provide senior leadership and strategical direction whilst forging high-quality relationships with key UC accounts.

Cardiff, United Kingdom

Responsible for leading and navigating LoopUp’s virtual managed events operation through covid; successfully delivering exponential growth at scale and 120% increase in revenue. Implemented a robust quality framework and KPIs to optimise customer experience.

Cardiff, United Kingdom

An interim placement helping customers leverage the cloud by implementing DevOps practices to improve software release cycles.

Cardiff

MeetingZone’s product portfolio included global telephony infrastructure for cloud conferencing, hosted Skype for Business and consultancy/adoption services for Cisco’s collaboration stack. I led MeetingZone’s Service Desk; a large 24/7 operation operating globally out of 5 different countries, including Team Leads, Escalation Engineers, etc.

Cardiff, United Kingdom

Welsh Water is the sixth largest water and sewerage company in England and Wales. It's responsible for providing over three million people with continuous high quality drinking waterI managed a Customer Service team in a fast-paced contact centre environment. My duties included staff development, mentoring/coaching, staff utilisation, cost reduction, planning/forecasting and reporting. I was also selected to work with PwC on a 12-month secondment to rollout a company wide optimisation programme, designed to reduce cost and increase customer satisfaction. I spent time with line of business leads, listening to their challenges, coaching and using “Lean” practices to improve process and reduce waste. The programme reduced cost to serve by 20%.

Logica (now CGI) is the fifth largest independent business process and IT service provider in the world. Logica’s portfolio includes business consulting, application services, IT outsourcing and systems integration. I managed a large telecom operation (+130 heads) that was responsible for delivering a white-label service to half a million customers. My responsibilities included strategic planning, budget control, forecasting, client management and performance analysis. This opportunity evolved from a stopgap job in between education and travelling. When I left Logica 5 years later, I’d experienced three career defining promotions, accumulated an extraordinary sum of knowledge and had managed Logica’s largest line of business.