Mark Ferris Email & Phone Number

London, England, Gb

Management of the London Borough of Lewisham Customer Service Centre, comprising Corporate Call Centre, Switchboard, Register Office, Corporate Complaints and Casework.

Blue Sky Customer Service is a Boutique Customer Service Consultancy and Interim Management Provider specialising in Customer Service Strategy and Operations helping customers to provide their customers with World Class Customer Service by focusing on Strategy & Culture, People & Training, Processes & Systems.

Uzwil, St. Gallen, Ch

Buhler are a global market leader in the supply of flour production plants, pasta and chocolate production lines, animal feed manufacturing installations, and aluminium die casting systems. I have managed Customer Service operations and Strategy both in the UK, Ireland and the Benelux region. Responsible for developing the business from a reactive Customer Service operation to a pro-active organisation, re-structuring and aligning resources and processes to meet customer needs and growth targets whilst ensuring improvements in customer satisfaction, staff retention, succession planning and training in a complex and diverse working environment. Some key achievements in this role included:• Developing and implementing strategies and activities for Turnover growth, managing turnover budgets in excess of £10M annually.• Managing a team of over 20 staff with recruitment and retention of specialist resources and succession planning. • Achievement of ‘ICS ServiceMark’ formal Customer Service Accreditation.• Implementation of Customer Satisfaction Research activities and associated corrective actions to improve Customer Satisfaction.• Development and implementation of new ACD telephony system integrating home and field workers.• Design and implementation of 24/7/365 contact strategy including integration of outsourced contact centre.• Development of PDA style devices for field staff to streamline back-office administration and improve efficiency.• Implementation of on-going pro-active Customer Service Marketing and follow-up to promote new products and services to increase turnover.• Implementation, monitoring and follow-up on a balanced scorecard of Key Performance Indicators. • Improved customer relationships using flexible working and regular customer face to face review meetings.

London, Gb

Included 8 months as Interim Head of Customer Service at BECTA

Dearborn, Michigan, Us

Responsible for the implementation of a number of Customer Relationship Centre synergy projects, consolidating and outsourcing Customer Service enquiry handling and concern resolution activities within Europe for all Ford brands (Ford, Jaguar, Land Rover, Volvo, Aston Martin).Global responsibility for the operations and performance of all Customer Relationship Centre activities for Volvo Cars globally across 35 markets including regular market performance reviews and instigating actions for Customer Satisfaction improvement. Some key achievements in this role included:• Outsourcing, co-location/ consolidation of Customer Relationship Centres in Europe encompassing over 700 staff.• Business case and tender request documentation, supplier negotiation and selection.• Development and on-going monitoring of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)• Development and implementation of global strategies and policies.• Development of global customer-facing web solutions related to Customer Relationship Centres.• Project involvement in development of Siebel (Oracle) based customer contact handling application.• Development and management of global customer opinion surveys (35 countries, 20 languages) including performance reviews and implementation of improvement actions.

Göteborg, Se

Global responsibility for Customer Relations strategy within Volvo. This involved operational responsibility for the Head Office Global Customer Relations function within a multi-site manufacturing industry, handling inbound customer contacts across all contact channels from around the globe. Responsible for offering support and strategy guidance for similar functions at subsidiary companies and importers. Set up the head office Global Customer Relations function, developing the department and associated strategies in order to meet Volvo Customer Satisfaction objectives and was also involved in working with Business Continuity and Disaster Recovery planning. Some key achievements in this role included:• Creation and development of new processes in order to pro-actively utilise customer feedback within manufacturing, research and development and other business areas, implementing changes in processes and procedures where necessary.• Setting, development and follow-up of operational standards and targets on a global level including customer surveys, mystery shopping and quality assurance routines.• IT systems responsibility both as Customer Care Application (CCA) Manager and through management of the Volvo Car Corporation Siebel (Oracle) project.• Implementation of ACD telephony systems, including language based call routing using Siemens Hi-Path Pro-Centre and email integration.• Management of staff within a multi-lingual and multi-cultural environment including recruitment, training and development.

B.Sc. (Hons) 2.1, French And Economics With International Business And Swedish As Subsidiary Language

Education record