Miles Courtney-Thomas Email & Phone Number

Caerphilly, Gb

Cardiff, Gb

Leading on Customer Service, Centricity & Experience for a number of both commercial (multiple sectors) and 3rd sector organisations (Charities and Housing Associations) to help them manage and improve Customer Service and Experience. I believe in taking a human and data led approach to building Customer Centricity and Continuous Improvement. Providing both strategic and operational thought leadership and expertise in Customer Experience, Customer Service, Customer Success, Training design and in the creation of Voice of the Customer Programmes.Interim and consultative leadership.

Munich, Bavaria , De

Minneapolis, Minnesota, Us

We are in the process of building a not for profit organisation. Our mission is to make Wales a centre of excellence in Customer Service and Experience to promote innovation, job creation and more broadly to help improve the Welsh economy.

Caerphilly, Wales, Gb

A resource for SME's to learn more about how they can implement CX initiatives.

Bristol, England, Gb

London, London, Gb

Bloom & Wild is a household name in the Flower delivery and gifting business. Famous for delighting its customers my role as Head of Customer Delight involved overseeing all aspects of the Contact Centre Service function including budgeting, scheduling, forecasting, Omni-channel Zendesk, AI approaches, policy, outsourcing, day to day operations and strategy over the key peak periods with a team of up to 150 customer delight staff including outsourced teams.

London, Gb

Overseeing the entire customer service function in a Zendesk environment with a team of payroll trained customer service professionals providing support to many household names.

Genève, Switzerland, Ch

The role is responsible for: --Global customer Service contact centre: Leadership of our customer service operations via our 'Service & Engagement' teams located in the UK, Singapore and Washington DC providing support in English, French and Spanish to over 5000 businesses in 150 countries. Operational performance and delivery through clear and achievable objectives and KPI's based around customer needs. Moving away from a traditional reactive call centre approach to an engagement centre empowered to create the best experiences for our customers.-Culture & impactful leadership: - Customer centric culture and employee engagement within the customer service and experience function. You can't provide great service without this. I also work with HR sharing best practice ideas on employee engagement and empowerment and set the approach and vision for the customer service experience.-Customer ExperienceLeadership with strategic and tactical implementation of our customer experience strategy and vision. Effective, Easy and Enjoyable interactions to promote brand advocacy. Design thinking approaches, journey mapping and personas. UX, Agile, customer collaboration and communications.-Intelligence: - Voice of the customer, surveys, measurement, analysis and closed loop approaches-QA:- Quality assurance approaches to maximize customer experience in each interaction.-Training:- Using world class training providers such as the Shepard presentations (Shep Hyken), Beyond Philosophy (Colin Shaw), Ian Golding (CXPA), Clear Action (Lynn Hunsaker).-Technology:- Salesforce Service Cloud. Self service knowledge base management, case management & CRM systems. Oracle Service cloud - System administration- Budgetary responsibility of around $4m Reporting:Executive dashboards and data to drive continuous improvement

Greater London Area, Gb

SubHub was founded in 2005 and focused on providing easy-to-use subscription and membership capabilities for content publishers. Hundreds of content websites have been built using SubHub solutions.Capterra recently named SubHub one of the leading membership management solutions.I was responsible for overseeing Support, Development and Technical Projects (Scrum master) and effectively managing the build, design, launch and support for hundreds of websites. Also responsible for a wide scale UX project to improve the system usability.The underlying aim has been to enable the company to grow its client portfolio without the need for a comparable increase in headcount and costs though identifying common questions and forging intuitive self service systems.Remaining very involved in technical aspects I was also involved in web design, css, html coding, smarty coding, php, linux, server administration and wysiwyg installations such as TinyMce. Database administration and daily use of PHP MySQL.Implementation of support ticketing systems such as WHMCS, Zendesk and Kayako including the management and installation of knowledgebase systems. Support in domain management, secure certificates, SEO, email systems and DNS zone files.

Worldwide, Oo

Assisting in the setting up of a new global support operation in Prague (2nd level) covering strategy, recruitment, training, resourcing, operations, IT and people management. This role involved starting with a blank canvas and liasing with local firm departments for operational support such as IT, HR and Payroll departments in a bilingual working environment. Day to day, the role was an operations management role overseeing a global support desk operation. My role as ‘Team Leader’ was very varied from helping the staff on the helpdesk to log tickets during excessively busy periods, resolving more technical issues to overseeing the entire operational side of a global client and internal employee support center. We were supporting people all over the world using English as the business language with a team of 40 people working 24hr/5

Dublin 2, Ie

Previous role at RSA outsourced to Accenture.Powerbuilder, Sybase Sql, Cobol, Business Objects, Winrunner, Test Director.

London, Gb

- Powerbuilder, Sybase Sql, Cobol, Business Objects, Winrunner, Test Director.- Development of RSA Intranet Sites using Lotus Notes, HTML and Javascript.- Maintenance of In-house systems with Powerbuilder and SQL, Sybase SQL development.- Writing Test Plans and unit testing.- Development/debug and fixing of applications using Powerbuilder and Winrunner- Support of Atlas (Multinational Insurance System developed in-house)- 2nd Line Support using the REMEDY system (SLA’s).- Support of Finance interface between Atlas and Sun Accounts.- XP testing for applications using Test Director.- Visual Basic Developments in MS Access- Business Objects support and universe creation.

TCP/IP Networking NT4 Server Admin, Hardware & Software support, Purchasing, printer maintenance, Proxy server admin, Intranet developer, technical trainer.

Ba (Hons), Psychology And Philosophy

A-Levels: Psychology, Law, English Language & Literature

Education record