Mark King Email & Phone Number

Twickenham, United Kingdom

London, United Kingdom

Working as a CS Pier Leader with Thames Clippers and AEG. Managing the Customer Service staff at the piers on the River Thames where we run the Clipper service for commuters and tourists, from Putney all the way down to Woolwich.

Wimbledon

London, United Kingdom

Heathrow Airport

Worked for Bradford Swissport Ltd, supplier of Secure Airport Materials Logistics to Heathrow Airport since 2013. We receive deliveries in to our Heathrow Consolidation Centre for all retail units and F&B outlets in the terminals. We security screen all items, then consolidate them by unit and then deliver them to the appropriate terminal. This ensures security is maintained, whilst reducing the number of vehicles that arrive at the airport, aiding with sustainability.My role was that of Customer Terminal Integration Manager. I was the liaison between all of the BSL Supply Chain Logistics departments and our 2 customers; Heathrow Airport Ltd and each Retailer operating at the airport. I spent my time at the terminal, ensuring retailers are happy with the service provision, dealing with any issue resolution required, ensuring Health & Safety is prioritised and checking on how we can continue to provide the best service possible to our customers and offering additional services as required, in order to assist the retailers and increase revenue for BSL.

Weybridge

Worked on short term contracted project to look at how to best change the UK Pricing & Promotions structure. Analyse any pain points and create trade and consumer documents including FAQs to minimise future inbound contacts. Working with Sales & Marketing teams on how best to promote the changes to B2B & B2C channels.

Isleworth West London

I joined to manage the customer service and hosting function in Volkswagen's new retail centre which was scheduled to open in February 2014. I was to recruit & train 10 hosts to provide face to face customer service, also utilising phone & email contacts. I recruited 5 of the 10 and had trained them in automotive customer service processes and started to develop the team accordingly. I was also in charge of Health & Safety for the 2 sites at West London Volkswagen.Unfortunately, the building was delayed several times and was scheduled not to open until April 2016, so I decided to leave my position and seek a new challenge.

Holborn, London

My role was to analyse the processes used within their Customer Service & Booking Management teams to see if positive changes could be made which would enhance their efficiency and improve the experience for their guests. This role was on a contract basis until the end of September 2014. Many processes were updated, resulting in shorter lead times on certain tasks and increased guest and travel agent customer satisfaction. This allowed the team to focus more of their time on the important aspects of their roles; providing first class customer service.

Weybridge, Surrey

I managed a team of 14-18 staff working for the world’s 2nd largest Cruise Line. We dealt with pre-cruise Customer Service and Back Office Administration. We saw an increase in guest numbers from 127k to 400k in the period 2005 to 2013. My team dealt with 1400 incoming calls, received 850 emails and sent 800 emails on an average weekly basis during 2013. Duties included:• Coaching and motivating individuals to focus on delivering excellent service as a team through appraisals, relevant training and development of the team and individuals as required.• Providing escalated level of support for guest issues where needed, finding resolutions that are both satisfactory to the customer but also protective of our policies and existing/future business.• Reporting of statistical data and updates on all functions within the team to our Senior Leadership Team, ensuring that all KPI’s are being met and reviewed accordingly to stretch efficiency and goals.• Balancing department workloads to ensure critical issues are dealt with in a timely and efficient manner and that all details of bookings and finances are adjusted correctly.• Ensuring all documentation provided to customers is accurate, informative, concise and delivered within appropriate timescales.• Continuous evaluation of processes used within the department and the wider Customer Service organisation; evaluating and implementing opportunities for increased efficiency and cost reduction.• Arranging and leading a UK Crisis Response Team. This team would deploy to UK ports in order to provide enhanced customer service and assistance during unplanned delayed boarding situations.

Feltham Young Offenders Institute

I originally joined to work in IT, helping to maintain the internal systems and provide training to new staff. I then moved to work on a project team that was tasked with evaluating the systems and processes used in various departments and then oversaw the introduction of new working practices designed to reduce inefficiency and increase productivity.

Kew

Worked part time in the mornings in store dealing with Customer Service and retail enquiries, whilst I was studying in the afternoons.

Hanworth

I worked within a small team that provided Logistical Support to our Field Engineers working on Mainframe and Data Storage systems for a number of blue chip companies such as BT, BA, Bank of America, Amex etc. We provided 24/7 coverage, arranging expedited delivery of parts across the UK and Europe. I moved into hardware integration and software applications delivery during the latter part of my time at Amdahl, involving trips to the US, Europe and the Middle East.