Phil Jordan Email and Phone Number

ResponsibilitiesRun cross functional teams across Singapore and Malaysia delivering Conversational AI and knowledge base solutions to clients within the region including the Singapore Government.Working globally, across the UK, Spain, France, South Africa, Singapore, Malaysia, the Nordics and the US with clients and colleagues to develop roadmaps of opportunities within their operations to drive significant value utilizing AI and Digital solutions any of the channels at their disposal, identifying more than £10m in value to date with a focus on removing laborious, unsatisfying, repetitive tasks from their people operations. Provided Sabio AI & Automation Consultative model and business case approach on identifying and communicating the strategies and benefits for the development and rollout of AI within people operations for a number of high profile international clients.

ResponsibilitiesProduct Ownership, strategic vision and the day to day management of a cross functional team of Google Dialogflow conversational AI experts, Middleware developers, testers, analysts and project resources in the delivery of a Customer facing automated journeys to build processes to replace overall workload hours in our Customer Facing areas for repeatable transactions. This was accompanied with being the business and Customer representative in the development of automated and Digital self service processes. My team exists to offer Customers Effortless self service experiences that leaves them equally, if not more, satisfied than when they have spoken to one of our trained representatives.Building HomeServes 3-5 year Self Service strategy using all available digital tools and channels to provide customers with a channel choice based on their preference and convenience.Continuous maintenance and improvement of the self service channels, identifying where customers are struggling or lacking a solution in order to increase key performance metrics related to workload reduction and revenue uplifts.

ResponsibilitiesWorking with a capable team of 7 business improvement professionals to define unique and creative initiatives to improve customer satisfaction and remove contact centre waste.Working with my team to coach and lead them towards successful delivery of initiatives which are going to drive value for HomeServe by helping them achieve their year on year budgetary targets of between £2m and £4m.Creation and iteration of a business improvement strategy to make sure we are always moving and adapting with changing customer expectations.Working with technology suppliers and consultants to decide on the best strategic investments. Following on from this, creating business cases taking into account customer and commercial benefit against overall cost.

ResponsibilitiesWorking across contact centres with teams based in Walsall, Preston and Nottingham that receive more than 4 million calls every year, to support the operation in delivering excellent customer service.Development and delivery of contact centre process improvement initiatives to meet annual financial year budgetary saving targets.Reduction in all aspects of contact centre waste to improve journeys for customers and reduce frontline effort.Delivery and steer of high profile strategic projects affecting customer service and sales in order to increase the commercial strength of HomeServe within the UK.AchievementsReduction in call transfers of 109,000 calls per annum, equating to a an annual saving of £125,000 saving. Achieved through analysis of IVR call routing menus and improvement based on most likely customer intent based on the phone number dialled.£50,000 saving within Customer administration department through process analysis and waste removal (VSM). This was achieved through creation of a “Lean Game” imitating the process currently undertaken by administration staff to train them in the 7 wastes and efficiency gained through creation of 1 piece flow and line balancing. Reduction in turnaround time from 3 day average to same day.Training delivered to 8 Team managers in continuous improvement and creation of daily standup board with metrics to identify opportunities for improvement.Development of critical to quality metrics for all contact centres based on voice of customer analysis into customer perception of excellent process quality. Identification of improvement opportunities with an annual cost of poor quality totalling £6m across all contact centres.

• Improving all aspects of the business in line with the 2020 targets for profit, Customer number, customer retention, customer effort and employee engagement.• Responsible for measuring the current state of manual and electronic processes within the business and developing future state processes through the removal of waste using Lean methodology• Training frontline staff in DMAIC problem solving and process improvement and coaching throughout projects.

• Identification of business improvement projects through value stream mapping and short interval control.• Implementation of Lean and Kaizen techniques on the shop floor in order to meet business targets by decreasing product turnaround times, increasing customer value and reducing costs wherever possible. • Coaching colleagues from all levels in the business with the tools to improve their own processes creating a self-sustaining culture of continuous improvement.• Lead or assist with projects in other laboratories around the UK when required.• An occasional requirement to cover the Operational Management of departments.

• During my time at this company I have gained a large amount of technical experience and knowledge of working with HPLC and GC. • Proficient with the use of Agilent 1100 and 1200 HPLC. Experience in the maintenance and cleaning of pumps for HPLC and regularly required to change columns, purge system and prepare HPLC for analysis.• Very proficient with the use of the Chem-Station software.• Proficient with the use of Agilent 6890 GC systems. Experience in the maintenance and servicing of the GCs, including changing of columns and cleaning injection ports and maintenance of detectors (FID).• Very proficient with Chem-station software and the integration and calculation of peak areas• I have also been able to learn several methods of extraction and quantification for food samples such as; fatty acid profiling, sugars profiling, nitrates, antioxidants and toxins. • I have learned what it is like to work within a large analytical laboratory, as well as gaining experience in sample documentation, working to and keeping deadlines, QC and QA methods and procedures, calibration of equipment and being aware of method time-keeping.