Mark Adams Email and Phone Number
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Mark Adams personal email
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I’m experienced in creating and driving improved performance in operational environments. I design and deliver service experience strategies covering all elements of customer service operations - including blended digital and human customer interactions. I can build great teams with fantastic cultures and improve performance to ultimately deliver award winning service - most recently as part of the management team at a digital energy start up. My recent projects have included:- Creating an operational strategy for launch and growth- Delivering of an improvement plan to support rapid growth- Designing multi-country social and community operations- Training new ways of working around digital engagement- Providing guidance on future service strategies
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OwnerSooth Consulting Mar 2022 - PresentGreater London, England, United KingdomI’m experienced in creating and driving improved performance in operational environments. I design and deliver service experience strategies covering all elements of customer service operations - including blended digital and human customer interactions. I can build great teams with fantastic cultures and improve performance to ultimately deliver award winning service - most recently as part of the management team at a digital energy start up. My recent projects have included:- Creating an operational strategy for launch and growth - Delivering of an improvement plan to support rapid growth- Designing multi-country social and community operations- Training new ways of working around digital engagement- Providing guidance on future service strategies
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Member Services DirectorPure Planet Jan 2017 - Mar 2022Bath, England, United KingdomI'm responsible for the design and delivery of our service strategy at this award wining digital energy provider. -
Planning & Analysis ManagerFinancial Conduct Authority Jun 2014 - Jan 2017London, United KingdomWorking within the FCA's Authorisations contact centres my responsibilities cover: Business Insight & Analysis; Quality & Customer Satisfaction; Knowledge & Comms; Change Management and Workforce Planning. -
Head Of Service Quality (Interim)Ovo Energy Jan 2014 - May 2014Bristol, United KingdomResponsible for measuring and identifying opportunities to improve the customer service experience across customer service by using various feedback tools, including quality monitoring, real-time SMS and email feedback and complaints analysis. -
Head Of Customer Care (Interim)Ovo Energy May 2013 - Jan 2014Bristol, United KingdomResponsible for our Customer Care operation covering care, complaints, sales and renewals.
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Head Of Customer Excellence (Interim)Ovo Energy Oct 2012 - Apr 2013Bristol, United KingdomResponsible for designing, delivering and managing customer surveys based on customer interaction and identifying opportunities to improve the service experience delivered through phone and email channels. Also responsible for CSA training, quality monitoring and the knowledge base.
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Base Performance Manager3 Jun 2012 - Oct 2012MaidenheadDriving performance improvement across multiple teams with multiple level stakeholders within the Three contact centres based in Mumbai and Pune and the head office in Maidenhead. -
Principal ConsultantPa Consulting Group Jan 2011 - Jun 2012London, United KingdomConsulting in customer experience and service and sales strategy and performance improvement across both public and private sector organisations. -
Principal ConsultantBlue Sky Peformance Improvement Aug 2009 - Dec 2010Guildford, United KingdomResponsible for the delivery and account management of a number of key clients. Projects focused on sales, service and customer experience performance improvement.
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Managing ConsultantBlue Sky Performance Improvement Oct 2007 - Aug 2009Guildford, United KingdomPart of a team delivering projects focused on sales, service and customer experience performance improvement.
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Head Of Service ExperienceVirgin Mobile Jul 2005 - Oct 2007TrowbridgeResponsible for assessing and improving the sales and service experience for over 4m customers. -
Customer Services Project ManagerVirgin Mobile Apr 2001 - Jul 2005TrowbridgeResponsible for the delivery of projects across Virgin Mobile Customer Service teams. -
Operations Manager20:20 Logistics Sep 1997 - Apr 2001Crewe, United KingdomResponsible for the management of the Sales, Order Processing and Customer Service teams within the pre-pay division on 20:20 Logistics.
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Systems ManagerSinglepoint 4U Sep 1995 - Sep 1997Stoke-On-Trent, United KingdomResponsible for ensuring systems were developed to improve the CSA and customer experience.
Mark Adams Skills
Mark Adams Education Details
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Mba(Executive) -
Ci Master Class -
Economics
Frequently Asked Questions about Mark Adams
What company does Mark Adams work for?
Mark Adams works for Sooth Consulting
What is Mark Adams's role at the current company?
Mark Adams's current role is Service Experience Strategist | Designing Operational Strategies.
What is Mark Adams's email address?
Mark Adams's email address is ma****@****.org.uk
What is Mark Adams's direct phone number?
Mark Adams's direct phone number is +177953*****
What schools did Mark Adams attend?
Mark Adams attended University Of Bath, Ci Master Class, Staffordshire University, Staffordshire University, Staffordshire University.
What skills is Mark Adams known for?
Mark Adams has skills like Customer Experience, Change Management, Management, Crm, Performance Improvement, Stakeholder Management, Customer Service, Project Delivery, Leadership, Contact Centers, Coaching, Customer Satisfaction.
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Mark Adams
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Mark Adams
Linkedin Top Voice - Entrepreneurship: Times Top 100 People In Britain: Guardian Star Of Tech City: Evening Standard Most Influential Londoner: Global Keynote Speaker, Failed Dj.London -
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