Mark O'Doherty Email & Phone Number

London, England, United Kingdom

KFM is an NHS owned provider of healthcare support services, based at Kings Hospital, London, with all profits being reinvested in the NHS. My primary objectives are to optimise clinicians Net Promoter Scores and maximise procedural performance at customer touch points.In my first month the COVID-19 pandemic hit London and I had to ensure the resilience of the hospital supply ordering process in the most challenging period in the history of the NHS.

London, United Kingdom

An FCA regulated Post Office and Bank of Ireland joint venture, the UK’s largest holiday money and prepaid card business is the retailer of choice for one in four people buying holiday money, resulting in £4 billion of sales per annum. Sales are online and through the Post Office retail network. Other clients include John Lewis and Santander.Role included:• Strategic ownership of website digital and voice support, and existing customer research• Communication of monetised opportunities to stakeholder and client board level• Creation of dashboard combining information from Omniture software, Google analytics, surveys and other behavioural indicators to create an illustrative funnel for simple, effective communication throughout the business • Increased on-line conversion by improving digital customer journeys, removing dissatisfaction and enhancing self-help, contributing to a 25% increase in online sales • Introduced New Promoter Score (NPS) programme via third party provider with 20,000 annual responses, leading to a +24 NPS increase• Reduced pre-paid card support costs by 60% through recognising contact reasons and influencing upstream product and digital practices, adding £1m to net profit per year• Removed 50% of support costs within three years of launch for a client’s FX on-line product through elimination of upstream root causes of contacts

London, United Kingdom

With 64,000 global employees SITEL is the outsourced contact centre market leader and provides opportunities to work across multiple sectors for household names. Ownership of various operational call centre teams and client relationships, including:2004-2007 Client - Philips ElectronicsHandling 3,000 technical and retail product support contacts per day in 10 languages with 140 agents, during my tenure we achieved the highest ever customer satisfaction scores and I also migrated activity from 4 eastern European countries into a centralised location. SITEL provided a global solution that required shared learning and experiences across the group to focus on managing the customer experience through a perato based approach. My team's greatest initiative was developing a solution to a problem that reduced servicing costs by 1 million euros globally per annum

Master Of Science - Ms, Psychology, Distinction

History Of Design

Education record