Mark Bowen Email & Phone Number

Cardiff, Gb

Cardiff, Wales, United Kingdom

Hammersmith, London

Customer Quality/Operations Manager within Technology for Disney+Responsible for Guest Experience/Contact Centre KPIs & Relationship Management with Outsourcer.

Cardiff, Wales, United Kingdom

I currently lead a growing homeworking operation for Tesco Customer Engagement Centre Cardiff. My teams, who are based across South and West Wales (100 FTE) receive multi skillset inbound contact. Motivation, engagement and support are key elements to ensuring my area functions successfully, and delivering this is a priority for me. I maximise efficiencies and develop people and process to achieve optimum results as BAU, and am passionate about moving service from good to great. My current… Show more I currently lead a growing homeworking operation for Tesco Customer Engagement Centre Cardiff. My teams, who are based across South and West Wales (100 FTE) receive multi skillset inbound contact. Motivation, engagement and support are key elements to ensuring my area functions successfully, and delivering this is a priority for me. I maximise efficiencies and develop people and process to achieve optimum results as BAU, and am passionate about moving service from good to great. My current performance measures are absence, efficiency, attrition, quality of service and people support and engagement. Show less

Cardiff/Dundee

As Business Support Manager, my role was to work with the wider business to share insight from the Tesco Engagement Centres where we had witnessed interactions with customers who had experienced service breakages and drive action through colleague collaboration to form a strategy on a series of fixes, to benefit customer experience.Responsible for end to end processes for multi-channel contact c.48k contacts per week. Ensure right people right place recruitment, forecasting, training and… Show more As Business Support Manager, my role was to work with the wider business to share insight from the Tesco Engagement Centres where we had witnessed interactions with customers who had experienced service breakages and drive action through colleague collaboration to form a strategy on a series of fixes, to benefit customer experience.Responsible for end to end processes for multi-channel contact c.48k contacts per week. Ensure right people right place recruitment, forecasting, training and effective processes were in place and regularly evaluated to ensure our people were sufficiently equipped to deliver service excellence. Show less

Cardif

B2B and B2C manufacturing and retail business