Neil Cranswick Email & Phone Number

Berlin, Germany

Responsible for all customer care products, including Salesforce, an own-build tool, telephony and automation. Definition of Customer Service (tech) strategy and goals

Berlin

Mainly responsible for the Work Profile, which allows for easier expensing or payment of business rides on Bolt. Also partially responsible for the Bolt Business Account, which is a B2C product in the Bolt portfolio

Berlin, Germany

Responsible for defining the 'Contact Avoidance' product pillar within Customer Care, including:* Discovery, definition, and design of a machine-learning model to predict an accurate delivery date for delayed customer orders* Discovery, definition, design, and delivery of proactive mailings to customers who we expect to have a problem with their return.

Berlin Area, Germany

Leading a team of four content editors, managing the content for the FAQ section and chatbot across all Zalando markets

Berlin Area, Germany

Responsible for the development of the self-help section (FAQs) of the Zalando website, in addition to lots of other topics, including:* Contact channel offering* Automation of common use cases* Chatbot development

Berlin Area, Germany

I worked within the business development team of Zalando Customer Care, together with internal Customer Care stakeholders, Operations Managers and our Tech departments to optimise our customer self-help solutions, and in the creation and adaptation of our contact channels.My projects included:- Defining Customer Care’s onsite strategy - Leading the testing.

Berlin Area, Germany

I worked as the link between the UK team and the operations and tech parts of the company, with the following responsibilities:* Increasing customer satisfaction and Net Promoter Score* Increasing efficiency and usability of the checkout funnel* Monitoring and improving performance of customer service team, payment processes and in- and outbound logistic.

Berlin Area, Germany

Providing customer services solutions to Zalando customers in the UK by email and by telephone. Dealing with escalation calls, handling monitoring of other agents and providing training to new hires for the non-German language teams.

Berlin Area, Germany

* Writing articles and proofreading for Communication Director magazine, the quarterly publication for the European communications industry* Managing the European Agenda website and Twitter accounts, and producing a fortnightly newsletter for over 35,000 Brussels professionals* The creation and maintenance of the Human Resources Manager International.

Brussels Area, Belgium

I fulfilled a range of tasks on behalf of the EACD, including: writing press releases and news items for distribution online, as well as creating marketing material for print purposes; translating and managing the EACD’s member-only social network, the EACDnet; assisting in the planning of the annual European Communication Summit; and acting as a point of.

Newcastle Upon Tyne, United Kingdom

On behalf of the UK's largest independent mobile telephony retailer, my role combined both sales and customer services. As well as responsibility for hitting sales targets, both personal and for the store, we had to manage customer relationships in order to ensure repeat custom and remain on top of administrative processes to prevent loss to the company..

Newcastle Upon Tyne, United Kingdom

I handled customer enquiries and complaints over the telephone on behalf of National Rail Enquiries, the one-stop information service for all of the UK's mainline train services. We were measured on response quality as well as call duration while dealing with up to fifty calls per hour, on average.

North Shields, North Tyneside, United Kingdom

Newcastle Upon Tyne, United Kingdom

Newcastle Upon Tyne, United Kingdom

Bachelor Of Arts (B.A.), Politics, 2:1

Celta, English Language Teaching

Education record