Mark Sisson Email & Phone Number

London, England, United Kingdom

London, United Kingdom

Delivery of online brand building project including assessment of 3rd party providers, product and customer portal creation and data migration of domain name, email and web hosting products.Key Responsibilities:• Ensured successful completion of the migration projects by maintaining all documentation, including project scope, business requirements, risks and issues log and key decisions. The migration included 150k customers, 250k domains and 25k email and web hosting services• Supported the development of customer website and process flows with internal and third party development teams, building requirements and prioritising tickets for each sprint• Data management, ensuring data integrity and quality assurance• Supporting the Retail business needs post migration including product management, business reporting and customer service• Monitoring and reporting on customer service, sales and marketing programs. Analysing and highlighting success of programs or any potential issuesKey Achievements:• Supported the successful commercial improvement of the Retail business. The business was reporting a loss at the end of 2019 to profitability at end of 2020• Delivery of system improvements such as a Paypal payment system, from requirements gathering to implementation

London

Focused on delivering integration projects following acquisition of companies in France, Sweden and Australia. Project management of the technical, commercial and financial aspects to the integration within a strict governance process and line management of the Data Migration Team.Responsible for the release and sprint planning, daily stand-ups, demos and retrospectives for the dedicated development team working on integration tools.Key Project Management Responsibilities:• Successfully deliver migration of customers from acquired systems to internal systems, including technical, financial and customer data• Business analysis, gap analysis and definition of target operating model for corporate and retail customers• Drove the development of technical tools to assist with migrations of customer data. This improved the migration rate from 50 to 300 Corporate customers per week• Presented and influenced decisions to project sponsors. Created governance structure and project team, including chairing steering committees• Customer communications throughout the migration process, including individual meetings with high profile or high risk clientsKey Line Management Responsibilities:• Capacity planning and people management – up to 12 team members working solely on the project, adapting the team size for each project depending on cost benefit• Managed working relationships with account managers and customer service across Europe and Asia/Pacific regions• Data migration – Quality assuranceKey Achievements:• Developed a repeatable data migration toolset and process, minimising the cost – focussed on minimising IT development on each project• Successful migration of the main customer brand, involving moving 2500 corporate customers to new internal systems while maintaining NPS scores

London, United Kingdom

Lead a team of 8 - responsible for the Fulfilment of Domain Management services. Key to this role is ensuring the provisioning of an end to end, consistent customer service experience. The team leader is responsible for the continuous improvement of internal systems, processes and efficiencies within this area of Fulfilment, and for maintaining appropriate staff resources. This role involves working across all areas of the business to understand customer requirements and input into the efficient operation of the business as a whole.Key Responsibilities:• Hiring, line management and personal development of the Customer Service Team• Trained team members on Legacy system and created documents processes• Responsible for tracking and achieving email response and order targets• Manage client escalations and gave permanent solutions to increase customer satisfaction• Created weekly and monthly reports analysing the data and proposed new processes for improvements• Liaising with other Team Leaders and IT Development teams for issue and process changes within IT systemsKey Achievements• Improved management skills by developing and delegating to the team (reduced team turnover, highest retention rate within Customer service for the last 12 months)• Working with IT, Finance and Customer Service teams to deliver a card payment compliance project• Stabilised team providing foundations for:o Improved client email responseo Reduced open orders

London, United Kingdom

The Customer support specialist is responsible for fulfilling customer orders and for providing customer support. Key to this role is ensuring customer orders and emails are processed within SLA's and to a high standard. The Customer support specialist is required to provide a professional and excellent customer service contributing to the achievement of a high level of customer satisfaction.This role involves working with domain registries to define order requirements and communicating these requirements to customers in order to process orders as quickly and efficiently as possible.Key Responsibilities:• Provide advice and support to clients regarding domain name procedures• Develop customer relationships and provide feedback internally of customer requirements and how service can be improvedKey Achievements• Achieved 100% individual monthly targets• Acted as Team Leader in their absence from 6 months into the role