Malachi Wizzard Email & Phone Number

Nottingham, United Kingdom

Nottingham, United Kingdom

I delivered the implementation of multiple customer facing portals allowing customers to raise support tickets directly to Helpdesk teams. This resulted in a reduction of Helpdesk call volumes and increased customer NPS.Implemented an automated complaints process where NPS feedback with a score of 6 or below, routed directly to the correct complaint owner. This efficiency enabled more visibility of complaints and resulted in a quicker resolution.I led a CRM (Salesforce) to CRM (Microsoft D365) migration which enabled the business to have a central repository to handle customer queries, resulting in a single view of the customer.Sourced and delivered a Jira 'plugin' allowing direct escalation of first line support tickets being raised to development teams.Engaged with stakeholders (at all levels) to elicit, analyse and validate their functional and non-functional requirements, ensuring agreement and authorisation.

Nottingham, United Kingdom

I was accountable for process improvements utilising lean principles, which resulted in cost and waste reductions of circa £100 000. I generated revenue of circa £100 000 through managing a customer engagement campaign improving customer NPS. Consulted with stakeholders (at all levels) to understand the impacts to product changes and mitigate against customer detriment. Effectively communicated change to relevant areas ensuring stakeholders were equipped to understand and deal with the change.Completed Customer Journey Mapping to identify opportunities to improve customer experience, remove non-value activity and increase self-serve journeys.Assessed any risk before implementing new or streamlining existing processes and balanced the need for implementing processes against commercial aspirations. Understood the data landscape and the businesses current abilities when proposing changes.

Nottingham, United Kingdom

I managed and owned the content of the knowledge management systems ensuring amendments were reflected promptly to mitigate against the risk of customers being misinformed. Identified opportunities where direct contact into key areas could be reduced by optimisation of knowledge. Assisted in the new transition towards a new knowledge repository, migrating data and ensuring there were no gaps whilst in the migration between ‘old and new’.

Nottingham, United Kingdom

I managed and analysed data to process new acquisitions and identify fraudulent applications and emerging fraud trends to protect genuine Experian customers and maintain business integrity. Led process improvements resulting in the authentication time to be reduced, reducing the number of queries coming into the contact centre and improving the customer experience.

Nottingham, United Kingdom

I handled inbound calls providing tailored and factual information to customers regarding their Experian Credit Score and Report. Supported customers with issues ranging from login assistance and updating membership details to improving their Experian Credit Score.