Michaela Simpson Email & Phone Number

Culcheth, Gb

NGA HR is an industry leading global HR and payroll service provider. As A part of the Central Operational function I am deployed to work as improvement lead for the Halifax, Birmingham and Dublin sites as well as being aligned to supporting the Operational Excellence initiatives of two of the largest strategic customers in the UK and Ireland.Working across business units, functions and countries my role is to help support the operational units deliver their cost, revenue and CSAT targets through the design and delivery of robust plans, maintaining focus on sustainable improvement and collaborative working with clients and business partners.

Trafford Park, Manchester

Responsible for the design and delivery of the Hewden Customer Experience programme. Process lead for two workstreams at the core of the Delta Business change programme, utilising Dynamx CRM and AX to ensure we are transforming our business to meet the changing demands of the hire industry.

Responsible for all service process, experience testing any customer facing proposition and all process improvement strategies affecting the customer.

Focusing on the Voice of the Customer to drive a Right First Time approach across the business , defining key business metrics that drive sustainable improvement in Customer Experience and translating this understanding across the business to achieve sustainable improvement.Aligning internal processes and procedures to Client expectation to promote and sustain an improved customer experience whilst controlling operational costs.

Aligned to the Enterprise Marketing Function, supported the delivery of the Big Bold Retention plan aimed at reducing Churn in the commercial segment and encouraging retention. Successfully delivered a number of successful projects and delivered financial benefits running into several million £'s.Certified as a Six Sigma Black Belt achieving a distinction in the highly rated Vodafone certification program.As a contact centre manager I was responsible for delivering improvements in the Warrington contact centre to achieve exceptional Right First Time call resolution, improved call quality and reduced handling times. Key role in the support and development of high performing teams, coaching and supporting individuals to achieve and exceed performance targets

As Business Manager for the Flower, Wine and Hamper campaigns succesfully managed and delivered 7 years of seasonal campaigns. Accountable for planning and forecasting (resource and call volumes), recruitment and training as well as campaign delivery and supplier relationship management.

Master Of Science - Ms, Senior Leadership

Ba Hons, English