Matthew Baxter Email & Phone Number

Wakefield, GB

Leeds, England, United Kingdom

I lead a team to identify optimisation opportunities and to bring to life customer journeys that drive contact and friction to help optimise the operation at all touchpoints. We collaboratively leverage datasets that encompass Speech Analytics, Text Analytics, Voice of the Customer Surveys, Transactional Data, and more. Employing tools such as SQL, Power.

Leeds, West Yorkshire, United Kingdom

Leeds, West Yorkshire, United Kingdom

Identifying and investigating issues to apply the principles of continuous improvement in a measured and definable way to processes, operations and systems using agile methodologies. Utilising vast quantities of data from various systems (Salesforce, Oracle SQL databases, SAP Business Objects, Adobe Analytics and More) in order to successfully deliver.

Leeds, West Yorkshire, United Kingdom

Managing incoming chat, call and email traffic while balancing available staff resources. identifying contact trends in order to take the appropriate action to stem contacts. Real time reporting and data analysis. Working closely with stakeholders from the Resource and Planning team as well as those in departmental and senior leadership to plan for event.

Leeds

Managing 200 + phone lines and thousands of staff in Real Time to deliver balanced service levels. Liaising with Stakeholders at all levels of the company and make decisions in real time that can impact thousands of staff and ten's of thousands of customers each day. I was provided with a high level of autonomy and given the freedom to initiate and manage.

Leeds

Handling high level complaints in order to reach an acceptable resolution for customers and company alike. I also had the opportunity to run several projects including a root cause analysis study regarding repeat complaints and the factors which drove these.I was a member of the first dedicated web chat complaints team within British Gas and lead a number.

Leeds