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A semi-retired technically proficient and commercially excellent Manager, possessing depth of experience in the full range of Customer Services competencies. Previous Formal Sales and Customer Account Management experience, combined with implementation Project Management, and Customer Service Management, all gained in the environment of large, complex multi-national client services.
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Premium HostCo-Op Live Apr 2024 - PresentManchester Area, United KingdomProviding first class Service to the Premium Customers at the biggest music venue in Europe -
Executive Welcome TeamManchester United Aug 2012 - PresentOld Trafford ManchesterWorking in one of Man United's Executive Hospitality Suites as host. -
Event Team LeaderManchester Central 2012 - Nov 2016Manchester, England, United KingdomManchester Central is the North West’s leading conference and exhibition complex right at the heart of the city. Hosting many of the UK’s leading events, including party political conferences, large trade and public exhibitions and ground breaking medical symposiums, Manchester Central is responsible for bringing more business tourists to the North West of England than any other venue -
Account Services ManagerPearson Education Oct 2006 - Jul 2012Manchester, United KingdomAccount Services Manager in Customer Service within the Work Based Learning division of Edexcel/Pearson UKResponsible for the leadership, supervision, development and performance management of a Team within the Edexcel Customer Service CentreFacilitate effective and efficient communication in the team; work with the team to resolve customer service issues.Use appropriate MI information to evaluate agent performance and provide constructive feedback.Liaising with Customers and Account Teams to organise support for Onscreen testing.Take ownership for successful implementation of key customersTo assist in the recruitment, training and development of new staffMonitor Service Centre tasks in line with customer and internal SLA’sAct as a point of escalation ensuring that issues are dealt with in line with business expectations -
Team SupervisorGenesis Communications 2002 - 2006Responsible for day to day management of a team of 11 multi-functional agentsTo ensure individual and team targets (KPI’s) are communicated and met.Monitor the performance of the team and identify training and development needs.To provide advice and guidance to the team members to ensure correct procedures are adhered to.To provide monthly reports to the Manager as defined.To build effective working relationships with other business units to developCross functional communications.Lead Project teams to conduct process reviews within Customer ServicesWork with Marketing and Product Management to deliver Product launchDevelop suitable documentation to facilitate recording and circulation of process changes.Drive business improvements by organising review meetings with relevant parties.
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Business Process DirectorConcert Communications 2000 - 2002Facilitated process review and re-engineering projects for the whole Sales & Service community within Concert across the globe resulting in enhanced customer satisfaction and improvements in service management delivery.Developed & implemented electronic-based Sales & Service process documentation for all BT, AT&T and Concert Classic products to provide consistency across product ranges.Key participant in Order Management review project to identify customer & employee value/satisfaction in the standard order & fault management process within the UK.Built interfaces & developed relationships with other groups within Concert and its’ Partners to promote best practice, common approaches and integration.
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Global Account ManagerBt Global Services 1997 - 2002Provide personal interface to two major Travel Sector Global accountsDrove improvements in Customer Satisfaction in the areas of Delivery, Service Management and Billing Developed a Partnership with the client supplying technical consultancy to enable them to penetrate new markets whilst generating increased revenue for BT.Maintain a high level of contact with the customer at all levelsAttend meetings with customer at their sites as requiredContinue to explore opportunities to expand contact base Be available to customer at all timesJointly attend with the customer at Conferences, customer’s customer meetings as required Placing customer satisfaction at the centre of the account strategy. -
Customer EngineerBt Managed Networks 1992 - 1997
Peter Mcdougall Skills
Peter Mcdougall Education Details
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Cardinal Langley Grammar School
Frequently Asked Questions about Peter Mcdougall
What company does Peter Mcdougall work for?
Peter Mcdougall works for Co-Op Live
What is Peter Mcdougall's role at the current company?
Peter Mcdougall's current role is Premium Host.
What is Peter Mcdougall's email address?
Peter Mcdougall's email address is pm****@****k21.com
What is Peter Mcdougall's direct phone number?
Peter Mcdougall's direct phone number is +44 1874 6*****
What schools did Peter Mcdougall attend?
Peter Mcdougall attended Cardinal Langley Grammar School.
What are some of Peter Mcdougall's interests?
Peter Mcdougall has interest in Health.
What skills is Peter Mcdougall known for?
Peter Mcdougall has skills like Team Leadership, Management, Team Building, Leadership, Coaching, Crm, Process Improvement, Account Management, Business Process Improvement, Strategic Planning, Change Management, Team Management.
Not the Peter Mcdougall you were looking for?
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Peter McDougall
Greater London -
Peter McDougall
A People Focussed Learning And Development Leader | I Work With Teams And Individuals To Enhance The Talent Within The Organisation | Bsc (Hons), Pgce, Pgdip, Mcmi Cmgr, Assoc CipdStrathaven -
2mba-group.com, hotmail.co.uk -
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