Mike Fleming Email & Phone Number

London, England, United Kingdom

Kensington

• Spearheaded national operations and coordinated with managers to maximise efficiency. Launched new service strategies to support increased workflow while improving service levels. Established employee engagement, and.
• Administered change management and strategic turnaround for company during significant restructuring to minimise staff costs by £140,000.
• Led procurement exercise to reduce printing costs by 30%.
• Presided monthly meetings with executive leadership team to identify opportunities for improvement, and achieving milestones and company objectives.
• Steered HR operations, including strategic workforce planning, goal cascading, performance management, recruitment, and grievance management.

London, England, United Kingdom

• Established relationships with customers and suppliers through regular contract and performance review meetings. Initiated innovative programmes, including performance incentives to enhance employee loyalty and reduce.
• Monitored employee attendance and punctuality, and addressed repeat issues to prevent long-term habits.
• Ensured regulatory compliance by overseeing audits to verify protocol adherence.
• Provided excellent customer services by resolving high level customer complaints to assist employees.
• Successfully promoted to Chief Operating Officer after delivering 12 months of exceptional performance.

Redcar, England, United Kingdom

• Headed delivery of outsourced out-of-hours service and delivery of Customer Service strategy for the Council. Enhanced customer satisfaction by identifying repeat contact issues and providing resolution. Cooperated.
• Successfully identified cost-saving opportunities and proposed restructure to achieve savings of £250,000.
• Administered delivery of an Apprenticeship Scheme which secured permanent employment of 8 unemployed young people.
• Championed charity events and supported Comic Relief as donation centre with support of over 200 staff volunteers.

Redcar, England, United Kingdom

• Orchestrated 36-seat multi-channel contact centre dealing with Council Tax, benefits, and general Council enquiries to enhance business processes. Devised and executed performance management framework, set KPIs and.
• Introduced Live Chat and usage of social media channels to enhance customer service delivery.
• Led recruitment and training for the department to improve operational efficiency.
• Successfully nominated as ‘Employee of the Year’ after 18 months’ of excellent performance.

Redcar, England, United Kingdom

• Led team to provide support to internal and external customers
• Handled escalated complaints and resolved service issues
• Coached, developed, and motivated the team
• Implemented new procedures to ensure optimum use of resource and to align skillsets to customer demandKey Achievements
• Promoted to Contact Centre Manager after 15 months