Max Cappella Email & Phone Number

Worthing, West Sussex, Gb

Worthing, West Sussex, Gb

Worthing, West Sussex, Gb

Key results and responsibilities: - Designed, developed and drove projects & strategies to improve customer satisfaction scores and reduce the number of written customer complaints.- Hit over a 48% reduction in written complaints.- Achieved the companies best customer satisfaction ratings in over 8 years.- Recognised as the 9th most improved company in the UK in 2015-16 by UK Customer Services Institute.- Cultivating ideas and turning them into a reality.- Collaborating with cross-functional teams (including external partners) to enhance customer experience.- Developed new “Home Move”, “Debt Collection” and “Financial affordability & vulnerability” experiences, including training and support material.- Created quality frameworks, assuring consistency and sustainability across teams for all completed work.- Introduced a customer fast feedback tool with user dashboards (Rant&Rave) & an SMS console for sending outbound texts (Storm) – 1st in Southern Water’s history.- Mentored & coached 2 SMEs to lead on initiatives with minimal supervision.- Promoted to ‘Manager’ position when superior is on annual leave.- Selected as top talent to attend the October 2016 Employee Development Programme and won. - Designed and lead a cross-functional team to host a business wide internal careers day and mentoring programme. - Achieved May 2017 Performance Employee of the Month.

Worthing, West Sussex, Gb

Key results and responsibilities: - Directly managed a team of 25 testers and 1 reporting analyst.Indirectly managed partners (TCS) test team of 20 onshore and 30 offshore.- Wrote all test governance, strategy and scripts, which contributed towards supplementary training material.- Promoted to ‘Test Manager’ position when managers contract was abruptly ended.- Co-ordinated all project test deliveries, resources, budgets, and a number of other key management tasks.- Identified and managed risks, issues and mitigation plans.- Responsible for all testing environments, maintenance and keeping up to date with high frequency of changes.- Ran daily management and stakeholder sessions on performance, progress & awareness.- Assured the new SAP billing system was fit for purpose and launched September 2014 following extensive audits by Capgemini, PwC & Deloitte.- Oversaw development and testing of a new online account management facility called “Your Account” with over 100k customers registered.- Developed and co-ordinated “War room” system triage and stakeholder support post all system launches.- Created the framework and opportunity for an “in house” test team to be available – still in operation supporting business changes.

Worthing, West Sussex, Gb

Key results and responsibilities: - Motivating a team of 15 to achieve AHT, cash and quality targets.- Consistently led team to exceed targets and win prizes in recognition of performance.- Poor performers managed in conjunction with company procedures.- Proactively resolving problems/issues.- Providing mentoring and training on company processes & policies.- Monitoring & reporting on standards & performance targets.- Implementing new initiatives, processes and business changes.- Recognising & praising team members to cultivate a positive working mood.- Ensuring all administrative records are updated correctly.- Providing prompt and accurate information on individual performance.- Coached team members for successful promotions into management roles across business.

A Levels, Biology, Chemistry, Law & Psychology

Education record