Michael Thomas Email & Phone Number

Successful leadership of project teams that delivered innovative enhancements to customer journeys, including creating 24/7 self-serve platforms globally, saving the business over 20 million pounds. Line management of platform specialists and project personnel, responsible for SaaS, CRMs and CMS products. Creation and development of product roadmaps, customer journeys, process improvements, and digital content quality.Key achievements Successfully oversaw business-critical initiatives which involved 360+ deployments within a 12-month period during the pandemic. Recruitment, development and management of a high-achieving agile project team. Owning the enhancement product backlog for internal application, delivering improvements that benefited internal users and external customers.

Malmesbury, England, United Kingdom

Leading a team to deliver innovative projects that put Dyson Owners first, by allowing them to self-serve through a range of digital channels.Build, test and deploy a Dyson chat bot which allows Owners to get instant advice on the best products that meet their needs through ‘help me choose’ journeys. Promoting Dyson’s latest technology. Launch FAQs chat bot to support new and existing Owners with registration, orders, deliveries, refunds and general product information.Integrate Dyson’s online troubleshooting solution within the chat bot to enable the bot to be a 'one-stop shop' for owners, by giving them the tools to self-serve without the need to contact Dyson directly. Facilitating Owners to identify issues and find a solution, in addition to directing Owners to contact methods in instances where they need Expert help.Set-up, test and deploy live chat on new and existing websites in countries where Dyson has a presence. Offer training and ongoing support for each live chat market. Grow and develop new chat functionalities, such as video chat, to boost online sales and support Dyson’s evolving digital presence.Roll out a global online troubleshooting platform on all Dyson websites. Allowing Owners to self-serve issues, and enabling the support content to be centrally managed giving greater continuity and control.Improve and streamline existing transactional emails in order to give Owners accurate and up-to-date information; ranging from the point of order to delivery, booking repairs, and ordering parts.

United Kingdom

Creating and maintaining content for the "Support" section of the Dyson website, globally. Working closely with markets to ensure content is translated and exceeds their expectations. While working with the in house teams to ensure all content have been approved by legal, copy and IP before launching any new content. Merchandising and maintaining replacement parts on a global level across multiple platforms (Magneto 1, Magneto 2, Sitecore and Hybris). Working with the SAP and Imagery teams to ensure we have the correct part information and images before the part becomes available for sale. Creating, maintaining and improving troubleshooting for online and internal use. An in house diagnostic system called Resolve is used globally by Dyson Contact Centres along with providing support on Dyson Websites. Allowing owners to fix there machine with expert advice through the web or over the phone. Supporting new product launches and ensuring no content is leaked before a product launch. While ensuring support is ready to go live as soon as the new product is available to purchase.

Providing outstanding training and support to all new helpline advisors so they are able to deliver excellent service to Dyson owners and having the confidence to handle any query that an owner may ask. In addition changing advisors perception of sales over the phone and enhance their ability to spot opportunities and matching the right product for the owner needs.Throughout the training programme, in an individual session I tailor my approach to suit the advisor needs to develop their knowledge of the Dyson products and systems. In addition praising them for achieving and delivering great service and help them spot opportunities for improvement. While supporting the training group in handling all queries that they may have relating to an owner. Furthermore I also support additional training sessions for existing employees within the contact centre whether this is based on products, systems or looking at ways that they can improve on delivering owner experience. This includes me creating personalised and universal materials that will support the training and hand-outs that the advisors find beneficial. Furthermore I coach existing employees how they can adapt their style to achieve a high call quality along with identifying opportunities where they could have promoted or sold a product to an owner. Owner experience is a key attribute for Dyson, it is important that new and existing employees deliver the best service to all Dyson owners. On a monthly basis I monitor advisors calls to see how they handling customer queries and identify opportunities where they can improve. In addition I ensure that advisors calls are being marked fairly based on the quality framework and have regular meetings with team managers to ensure consistency.

United Kingdom

Providing excellent customer service to a range of owners over the phone with a quick and professional manner. Dealing with all enquires that an owner may have, by having an extensive knowledge of the Dyson products and systems, along with adapting my method of communication to help owners to understand.Dyson, as a company want their owners to have a brief enjoyable time when they need to contact us, and therefore my role includes all possible enquiries an owner may have. This also includes complaint resolution, where I have to handle the complaint in a professional manner and to understand the owner expectations. Acting accordingly within Dyson polices while restoring faith back in to our owners. In addition I support the call centre as a senior advisor, this involves floor walking. This allows me to coach new and existing members to queries they may have regarding an owner machine, or a difficult situation they may have. I will also deal with dissatisfied owners and look at ways to improve their perception of Dyson. Furthermore, as senior advisor I support new members to the team by listening to their calls and coaching them to improve the experience they offer. In addition I support new advisers in learning the Dyson systems and products.

Swindon

Food Service Assistant– Sodexo at Honda, Swindon. April 2012- Present Promoted to Vending Operator, November 2012.Providing excellent customer service to 3,500 Honda employees throughout their meal breaks and vending services. Woking in three industrial staff restaurants and kitchen adhering to food safety and health & safety in line with both company and industry standards.• As part of my promotion, I have been nominated to train new evening members of the team, on how to fill a hot beverage, food carousel, sweet, bottle and can machines. Each identifying typical problems which can be solved without an engineer resulting in less machines being out of order. • I also train staff on how to conduct daily and weekly cleans of the machines, part of Sodexo standards that a hot beverage machine should be weekly cleaned once every 10 days. • Vending requires me to work independently from the team, therefore when I come across an issue; it is up to me to make the decision on how to resolve it. Vending at Honda also involves lone working in other plants. I have the responsibility of ensuring that all of the machines are fully operational along with the kitchen is secure when I leave in the evening.Furthermore to my experience at Sodexo, recently as part of my continues development plan I have now taken an active role on using the cashless system. Which allows me to have access and able to change all of the vending machine prices, along with associate card details. By having access to the system I am also able to credit or debit a person card, as and when requested

At Shoe Zone, I had many responsibilities in store. I was responsible for maintaining the shop floor including cleaning at the end of the day. Throughout the day, I would make sure all of the shelves were restocked and size-ordered to make it easier for the customer, along with making the store visually appealing. Occasionally when we did not have enough stock of a particular shoe, I would restock the shelves with a suitable replacement. Along with this, my role was to ensure all weekly prices changes were done, whether it is to promote a price cut or to increase the price, it was important that this be done quickly and efficiently on the Sunday morning.During the day I would be working on my own and had to deal with a wide variety of customers. At the same time I was solely responsible for looking after the store. This meant that I had to use my judgement when it came to a refund or exchanges to ensure that any refunds were legitimate and appropriate.

Mini Mba - Marketing, Marketing, Pass

Ba Hons Business Management With Human Resource Management, Business Administration And Management, General, 2.1

A Levels, Economics And Business, & Double Award Ict

Gcse, Maths, English, English Media, Double Science, Ict, Economics And Business, Re, Geography And Cope