Mark Callaghan Email & Phone Number

Reduced average handling time by an average of 20 seconds over 2 month period, allowing support allocation to other areas of the businessReduced lost call ratio by 5 percentage points via combination of reduced average handling time and behavioural coaching Led process improvement project allowing process cycle time of frequent traveller queries to reduceKey contributor to root cause analysis team – reduced Top 10 customer contact reasons for Europe by 10%Participant in first HESC Transformation, successfully leading team to steady stateKey contributor to initial creation of SOPs, roles & responsibilities & components of PlaybookImprovements in contact service delivery to BAE and VT Land (Whitefleet), leading to a reduction in customer contacts of 30%Instigated and implemented Contact Centre TAS access, driving AHT reduction and increase in customer satisfactionConceived and instigated on-rent query standardisation process as part of Yellow Belt initiative

Manage relationship of key TATO accounts in the UK, assisting UK sales with increased market share Responsible for leading, developing, motivating and managing a team of Contact Centre agentsEnsure departmental goals with regard to quality, sales, system support and quality of work were achieved / exceeded at all times.Mentoring and development of staff via daily motivational and performance-related huddles, and regular 1-2- coaching

To support Green/Black Belt project managers in order to facilitate successful completion of projectsSuccessfully led contact centre staff in Contact Reduction project Instrumental to finalisation of PONA (point of no adjustment) projectClose collaboration with Contact Centre Director and management team

Consistent delivery of Personal Development Plans to team members, coaching same to improved standards of delivery of service to Hertz customersDaily management of KPIs and service levels through coaching and performance & consequence managementOptimised market results through best practice implementation , knowledge and competency sharing.