Paul Batten Email & Phone Number

London, United Kingdom

Manager of On the Dot (OTD) omni-channel team. Implementation of Avaya IVR for all 43 Contact centres in Citysprint UK. Project lead for PCIDSS implementation.Project lead for Cloud based CRM omni-channel solution. Key stakeholder for Avaya CMS telephone system for Citysprint UK.Manage Capita contract and projects.

London, United Kingdom

Manager of Maintenance, Supply Chain and Accounts teams.Responsible for the strategic day to day running of a helpdesk team, operating 24 hours a day over 7 days a week. The helpdesk takes circa 30,000 calls and 35,000 emails annually from 730 SSP operational units. Oversee all escalations for 30 Operation Managers and 4 Operation Directors. Regular reviews with COO to improve overall service to operational units. Responsible for staff recruitment,interviews and Human Resources.Key stakeholder for CRM system (Agility). Overall responsibility for all change requests, new development, defects and version upgrades.Manage and oversee 24 x 7 Customer Support service and Outsource service centre.Responsible for Agent performance reviews, appraisals, objective setting and one to ones, Update and implement processes and procedures to ensure cost efficiencies and improved Service levelsManager of a team which processes approximately £8million of work orders to contractors and suppliers on an annual basis, split between reactive and planned maintenance works.Responsible for Customer Support budget and Maintenance spend.

East Croydon

Manager of National Operations Centre (NOC) covering 150 car parks, Responsible for 2 Team Leaders, 1 Team Coach and 25 Customer Advisors.Service Delivery Manager for 7 x 24 service for all UK customers in NCP car parks.Contract role.

South Croydon

Head of the department for Membership Services ( MS contact centre), Travel Services, IAPA Insurance, and Telemarketing teams. Overall responsibility for 25 staff. Responsible for 1 Manager and 3 SupervisorsEnsure all SLA’s (KPI’s) of 85% calls answered within 15 seconds, less than 5% abandoned calls, emails answered and resolved within 48 hours are met or exceeded.Improved revenue by 80% from $80,000 (USD) to $140,000 (USD) per month.Improved Membership Service calls answered within 15 seconds (SLA) from 60% to 90%.Improved Membership Services abandoned call rate from 12% to 4%.Resonsible for Priority Pass, IAPA Insurance, Travel Plan, Priority Traveller and Golfing Elite products for Membership Services tasks and functions for all members.Implementation of processes and procedures in line with business requirements,Responsible for all Membership Experience system defects, issues and new product development with IT (MIS department).Key stakeholder for driving new retention and win back campaigns with Marketing department.Responsible for all Human Resource staff issues and recruitment.

London, United Kingdom

Manager of Helpdesk, Creative Services, Customer Accounts and Jobs Teams. Overall responsibility for 31 Customer Support staff and 3 Team Managers.Overall responsibility of Customer Support London and Manchester offices. Implementation of new Customer Support centre in Manchester,Oversee 10 Job Boards for all Customer Support tasks and functions. Responsible for meeting/exceeding internal/external SLA’s for external customers (Recruiters and Job Seekers) and internal (TJG Sales).Responsible for all new Job Board launches and re-launches.Weekly/Monthly Operational performance meetings with Directors.Key Stakeholder for Salesforce (CRM Software) for all internal User Access. Manage and oversee production issues, changes and defects.Utilise IPCC (BT) ACD system for staff performance and reporting analysis.Implementation of processes and procedures to ensure efficient and effective service delivered.Overall responsibility for SOX audits.Responsible for all Human Resource staff issues and recruitment.Conduct and oversee all Personnel Development Performance Reviews and Appraisals.

London, United Kingdom

Manager of 1st Level and 2nd Level Helpdesk analysts.Overall responsibility of maintaining systems to ensure that teachers and students have access to tests, examinations and results.Responsible for all software applications (CAT Global, ESM and Administrator). Manage and oversee production issues, changes and defectsMeeting/exceeding client SLA’s for City and Guilds, Chartered Institute of Insurance (CII), CACHE and ASETWeekly meetings with client operations managersLiason for 3rd Level Support escalations based in USA.Utilise Avaya ACD system for staff performance and reporting analysisImplementation of processes and procedures to ensure efficient and effective service delivered.Responsible for all staff recruitment and Human Resources.