Phill Williams Email & Phone Number

Chester, Gb

Chester, England, United Kingdom

Chester, England, United Kingdom

Chester, United Kingdom

Chester, United Kingdom

Accountable for the operational management of 70+ rewards programmes with a 1.4m customer base across multiple sectors including Rewards, Airlines, Football and Charity.The diverse nature of this role means my responsibilities span between programme management & enhancement, fulfilment processing & oversight and operational relationship management for rewards partners & suppliers overlaid with continuous compliance monitoring and issue management.• Responsible for the operational relationship of the rewards fulfilment supplier (contract worth £5m per annum). Developing a thorough understanding of the contract & supplier framework to execute a strong & successful partnership.• Undertaking control routines to review all aspects of the supplier scorecard, redemption data & complaints, ensuring adherence to the contract.• In-depth data analysis, identifying trends and providing overviews of campaign performance used to influence future marketing campaigns and content.• Created & delivered an education programme to c.500 colleges across multiple Customer facing divisions, increasing overall rewards knowledge, reducing query volumes & complaint escalations by 28%.• Identified & implemented customer journey enhancements across Rewards & affinity sectors.• Responsible for creating and performing trend analysis of rewards MI, presenting findings & recommendations to senior stakeholders.• Created & managed functionality to drive incentive led credit card acquisition with a forward flow of c.300k accounts per annum.• End-to-end issue management, providing root cause analysis & remediation.• Creation and validation of customer engagement & spend stimulation campaigns via fulfilment systems and promotional offers contributing to retail spend over £9bn across Partner & Affinity and Rewards portfolios.• Execution of system configuration & development as required by Strategy teams, evidencing that strategies are being executed and that systems are working as designed.

Chester

Tasked with reducing the number of recordable complaints escalated to the Customer Advocate Office. During my tenure there was a 54% decrease in complaints being escalated to the next stage of the complaints process, as a result, the Manager Escalation Team (MET) won ‘Back Office Team of the Year’ in the 2014 CCA Global Excellence Awards.Key Responsibilities & Achievements • Advanced knowledge of multiple areas of the Contact Centre and Customer Advocate Office.• Providing coaching and guidance to colleagues to enhance knowledge and develop techniques to prevent complaints escalating. This reduced complaints raised by Contact Centre Team by 21% and improved the overall customer experience.• Implementation of the Manager Escalation Team (MET) model across multi-site customer facing areas e.g. Customer Assistance, Credit and Fraud. • Responsible for complaint trend analysis, identifying root cause and suggesting preventative measures.• Subject matter expert representing MET at management meetings and provided updates on performance, volumes and trends. Relaying any potential call drivers that could generate an increase in call volumes to the team.• Introduced new complaint raising channels in line with FCA and FOS guidelines.

Chester, United Kingdom

I started working for BOA as a Customer Retention Specialist. Consistently achieved individual sales targets and positively contributed to team and department targets on a monthly basis.I have worked in many different areas within Customer Service which allowed me to develop my knowledge and skill set. These secondments benefited greatly when I was promoted into the Manager Escalation Team as a Customer Service SME.Seconded RolesAdmin (Various back office tasks including credit file reviews, refunds and adjustments)Compliance (reviewing processes highlighting errors and auditing desktops) CorrespondenceAssociate Satisfaction (collating associate feedback and concerns)Customer Service Team Manager Cover- Manage performance.- Provide coaching and development to associates.- Monitor Adherence and time management of the team (using Avaya).- Provide feedback and education.- Monitor call load and efficacies.- Taking escalation calls live and if necessary provide feedback on how to prevent calls like that from being raised.- Provide team performance updates to senior management.