Mark Luffman work email
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Mark Luffman personal email
🌟 Your Guide to Exceptional Customer Experiences & Contact Centre Success 🌟👋 Hello! I'm Mark, and I'm all about making customer interactions smooth and memorable. With a focus on simplicity and effectiveness, I'm here to help you create standout experiences that keep your customers coming back for more.📞 Calling all Contact Centre Managers and CX enthusiasts! Are you looking to improve how you connect with your customers? You're in the right place. I specialise in practical solutions that boost satisfaction and build loyalty, making your job easier and your customers happier.💡 As your trusted advisor, I'll work with you to streamline your contact centre operations and find ways to make things run smoother. Whether it's finding the right tools or making sure your team is set up for success, I've got you covered.🌟 Head of Customer Experience? Let's work together to create moments your customers will love. From refining your strategy to uncovering insights that make a real difference, I'm here to support you every step of the way.Specialties: ACD, IVR, Dialler, Intelligent Call Routing, PBX, Telephony standards, Contact Centre Standards, Technical Consultancy, Professional Technical Support, Project Management, VoIP, SIP, VoIP Standards.
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Cx EngineerAcceleraate Dec 2024 - PresentSouth West, England, United Kingdom -
Customer Success ManagerMarlin Communications Sep 2023 - Dec 2024Somerset, England, United KingdomMarlin Communications delivers best-in-class Unified Communications & Collaboration solutions that help your business:✅ Increase efficiency, productivity & value✅ Reduce costs✅ Increase profitsWe have strategic relationships with over 30 market-leading business communications vendors and over 20 years of experience delivering solutions that meet and exceed our customers' expectations.Key Sectors:✅ Legal & Financial✅ Media✅ Manufacturing✅ Technology✅ Logistics...and many moreWith our in-house team of engineers and support professionals, Marlin Communications is perfectly positioned to deliver a comprehensive service and partner with your business for the long term."Helping us implement Microsoft Teams to replace our phone system has easily been the smoothest IT deployment we have experienced at Old Mill."IT Director, Old Mill AccountancyTo find out more about how we can help your company optimise it's business communications, contact us via our website at https://marlincomms.co.uk. -
Director Of Technology & SolutionsIisas Ltd Jul 2009 - May 2022IISAS Ltd is a technology company focussed on providing its customers with the highest standard of support and professional services. Please see: www.iisas.co.uk for full details of the voice and data services that IISAS provide. -
Technical Project Management (Contract)Orange Pcs Ltd Nov 2008 - Oct 2009From Novemeber '08 I continued to work at Orange but as a TPM responsible for the mass Migration of 6500+ agents onto the new Genesys SIP solution. This included the securing of 1million + budget for the project followed by complete management of all technical areas involved in migrating from the legacy ACD infrastructure over to the new SIP infrastructure. Each Migration was conducted out of hours with the Config, E1 moves and full testing being carried out, followed by technical onsite support the following day.
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Support Consultant (Contract)Orange Pcs Ltd Sep 2007 - Nov 2008I rejoined Orange to assist in an expansion of the Offshore element of Oranges Call Centres. This covered multiple outsource vendors with multiple ways of connecting to the Orange Network. This included various technolgies such as IQ 2000 and IQ 3000, protocol conversions, connecting to Avaya PBX in UK as well as Cisco Call Manager positioned in India. Once the sites were fully deployed and operational I continued to assist Ops on a major Genesys SIP implementation consisting of an infrastructure spread across approx 200 Windows Servers. This was working on Design validation, testing and implementation.
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Contact Centre ConsultantXcentra Ltd Aug 2006 - Jul 2009I am currently self employed under my own Ltd Company. I have worked at BT in Dublin installing new Genesys Intelligent Call Routing solution for a major Bank. I am currently working at Orange in Bristol, assisting in the delivery of a SIP based Genesys Call Routing Solution, for an agent base of 6500 agents both on and offshore.
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Genesys Consultant (Contract)Bank Of Ireland Aug 2006 - Sep 2007Actually contracted to BT Global Services but based fulltime on the BOI project working on the final design and delivery of new Genesys installation for BOI in Dublin, Kilkenny and also Reading (UK). During implementation phase I worked out of hours on all final testing including fault resolution as required, followed by onsite support for 1st week of go live. During the Reading (BOI Mortgages) install we also installed an Avaya PBX to work with Genesys to bring in line with Ireland sites. Both platforms went live on the same day with 2 weeks onsite support following. I continued to work with the Bank after all groups were live on Genesys, assisting with MAC work and 1st line fault resolution -
Delivery Manager - Intelligent Routing ServicesOrange Pcs Ltd Sep 2005 - Jul 2006As Manager of Intelligent Routing Services I was responsible for the Design and Delivery of new and existing Contact Centre solutions. This covered technologies from ACD, IVR, Genesys, Dialler, Call Recording etc. I left of my own accord to setup my own company and since Aug '06 have been consulting.
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Senior Support Engineer (Perm)Orange Pcs Ltd Mar 2002 - Sep 2005Based in Bristol and working with Glen Foxon in Darlington we began to setup an Operational Support team primarily focussed on the support of software based products. This included the full Configuration of the Rockwell ACD estate including defining working standards, Configuration standards and Call routing standards. Worked on the implementation of the 1st Genesys install at Orange and the integration with the ACD estate. Over the 4.5 years in this team, I managed a team of support engineers as well as working on key Technical Projects ensuring that Operational Support was capable of taking on any designed product, and that any new product would be designed in line with the standards we worked to.
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Senior Support Engineer (Contract)Orange Pcs Apr 2001 - Oct 2001Based in Darlington, Contracting for the Telecoms Support team in Orange, working on the support of key Call Centre applications
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Independent ConsultantPricewaterhousecoopers Jan 2001 - Apr 2001I was brought in to assist in the delivery of a new Call Centre in Switzerland for a new Internet based bank called "YOU Bank" When joining the project was already 8 months overdue, and within a short time we were able to turn things around to have a fully working solution incorporating - Definity PBX/ACD Cisco ICM, Siebel CRM, Periphonics IVR and NICE call recording. -
Telecoms ManagerVirgin Mobile Jan 2000 - Jan 2001I joined Virgin just after startup and was integral in setting up the Telecoms Operational Support team. I managed the team which were responsible for all telephony solutions across the corporate office and the Contact Centre which included the key CC technologies such as Reporting, WFM, CTI, etc etc. I carried out Vendor Management and worked on Projects key to the telephony infrastructure. Whilst at Virgin I also managed the voice cabling completion for the Trowbridge office, and call centre expansion. -
Business Application ConsultantRockwell Jan 1998 - Jan 2000As a Business Application Consultant, I would cover new ACD installations from, training the customers in the administration and config of the ACD. I would meet with the customer to define their requirements of the call routing design as well as deal with the technical teams to confirm actual E1 requirements. From this information I would Design, agree and implement the config of the ACD allowing all technical connectivity including CTI Host connections, and complete all call routing config ready for handover to the customer. This process would be based on using my knowledge to best advise the customers on their operation. All Peripherals such as historical and realtime reporting were also covered in the training being provided.
Mark Luffman Skills
Frequently Asked Questions about Mark Luffman
What company does Mark Luffman work for?
Mark Luffman works for Acceleraate
What is Mark Luffman's role at the current company?
Mark Luffman's current role is Contact Centre & CX Expert.
What is Mark Luffman's email address?
Mark Luffman's email address is ma****@****s.co.uk
What skills is Mark Luffman known for?
Mark Luffman has skills like Contact Centers, Voip, Telecommunications, Sip, Technical Support, Program Management, Outsourcing, Change Management, Business Process, Workforce Management, Tdm, Business Strategy.
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Mark Luffman
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