Michael Ollitervo-Murphy Email & Phone Number

Portugal

Remote

• Set the overall vision and strategic plan for the software service organization, work closely with the Esko Executive team and Regional Directors to align on strategies, renewal forecasting, coverage plans, and account.
• Influence higher product adoption, leading a positive customer experience, and driving growth through customer retention and referrals through greater advocacy.
• Define and optimize customer lifecycle by driving programs and initiatives to improve… Show more
• Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement.
• Expand our revenue in accounts through new sales and up-sell opportunities. Show less

Coimbra, Portugal

• Implemented a customer success programme to drive first use, adoption and engagement of product across client base.
• Deployed support operating model to create efficiency and scale whilst maintain cost during a growth period, improve issue management including supporting business in attaining ISO 27001 (information security).
• Develop and implement an automated and scalable onboard process for new users to reduce need for classroom training and increase speed of adoption… Show more
• Develop and implement an automated and scalable onboard process for new users to reduce need for classroom training and increase speed of adoption across remote locations. Show less

Lisbon Area, Portugal

Portuguese Language CEFR levels A1 and A2 / CIPLE certification

London, United Kingdom

• Provided direction for Consumer business to enhance technology and service delivery in order to continuously improve customer satisfaction, operational effectiveness and cost efficiencies.
• Co-created 2025 Consumer Vision and Strategy to diversify from B2B to D2C. Worked with proposition team to define product suite, took over consumer marketing and created engagement & insight function to support strategy.
• “Digitised” customer experience, reducing human support costs by 80% in… Show more Provided direction for Consumer business to enhance technology and service delivery in order to continuously improve customer.
• “Digitised” customer experience, reducing human support costs by 80% in 2 years (allowing customer base to triple with no increased support costs, developing existing platform with product function, introducing chat.
• Took over a struggling function offering Private Medical Insurance to consumers, increasing retention from 70% to >95%. Created new channels to increase sales pipeline, restructured team to reduce key person dependency.
• Co-chair of Mercer LGBTQ and ally network, driving awareness, policy change and business growth in D&I (diversity and inclusion). Delivered major public event at Tower of London to engage clients and prospects in.

London, United Kingdom

• Responsible for all customer activity, managing teams in USA, Asia Pacific and Europe and delivering retention of US$20M p.a.
• Achieved dramatic increases in customer satisfaction & advocacy and 92%+ retention rates.
• Established a customer success function to proactively identify opportunities, drive product adoption and create loyalty through engagement, measured by conversion (+10%), product adoption (+20%), retention (+8%) and.
• Introduced self-service… Show more Responsible for all customer activity, managing teams in USA, Asia Pacific and Europe and delivering retention of US$20M p.a.
• Introduced self-service channels, including 24/7 multi-lingual live chat, and in-app live support.
• Own the "Voice of the Customer" within the business, including measurement of customer satisfaction and advocacy, creating insight to drive customer valued product enhancement.

London, United Kingdom

• Set global customer service standards, leveraging best practice to ensure consistent brilliant customer experience in a changing global marketplace across numerous industry sectors for Virgin Group of companies.
• Worked in the individual Virgin businesses around the world to understand tactical challenges they faced, and provide group-level insight, sharing learnings from other Virgin companies.
• Supported struggling Virgin Group business, managing restructuring of poor performing… Show more Set global customer service standards, leveraging best practice to ensure consistent brilliant customer experience in a.
• Supported struggling Virgin Group business, managing restructuring of poor performing customer facing functions.
• Managed start-up focus on customer experience, working in new Virgin businesses to recruit management, build a customer-centric culture and differentiated customer experience.
• Implemented Virgin Media engagement framework to transform customer experience, driving best practice & customer service excellence to meet the brand license obligation.

Johannesburg Area, South Africa

• Set up, build and staff 24/7 call centre function, supporting 4 languages plus 3 market segments for front office & back office (credit operations, administration and technical)

Amsterdam Area, Netherlands

• Completed support function optimisation from 11 sites into one to deliver 24/7/365 technical & customer service support in 8 key languages across 20 European data centres

London, United Kingdom

• Headed up the relationship team for EMEA, maintaining positive customer contact and providing world-class customer service, with ultimate responsibility for >US$1M clients