Richard Harrison Email & Phone Number

Auckland, NZ

Auckland, New Zealand

Leading the strategic growth and improvement engine for bus, train, ferry, on-demand and active modes. We know that Aucklanders want their public transport services to be easy, dependable, and deliver value for money. We're helping get there by delivering initiatives to grow patronage, and providing divisional programme management, business planning.

Auckland, New Zealand

Reset and grew the team to be the continuous improvement team for the public transport group. Covering alignment with strategic goals and business planning, timetable improvements, performance insights, agile project delivery, accessibility improvements and change management.

Auckland, New Zealand

Joined to lead a new shared services teams for bus, train and ferry operations. Built a team to co-ordinate real-time operations and disruptions management across the PT network, developed insights into service performance and cost optimisation, improved our engagement with impairment communities and improved experiences for customers with accessibility.

Auckland

On a mission to help the Customer Channels team get ready for our digital future. Reporting to the GM Customer Channels with responsibility for developing and driving our strategies for digital adoption and first contact resolution, assessing cost reduction opportunities and delivering contact centre structure changes.

Auckland, New Zealand

Leading the operations team in customer services. Responsible for resource planning, sales and service performance, change management, commercial performance, and operational reporting. Working with teams in voice, chat, social, back office, home working and outsource across multiple locations in New Zealand and offshore.

Northwich, United Kingdom

Responsible for development and implementation of the customer support strategy for Inview's smart TV software. Created a customer support function with the aim of driving product improvement and delivering localised support to distributors and consumers across Europe.

Preston, United Kingdom

Joined to consolidate the resource planning teams from TalkTalk, AOL, Onetel and Tiscali into a single team capable of supporting the whole group. Responsible for contact centre resource planning, scheduling, real-time performance and management information to 27 in-house and outsource contact centres in the UK and overseas. I led a team of 70 planning.

Preston, United Kingdom

Part of the start-up team that launched the Geek Squad brand in the UK in a joint venture between Carphone Warehouse and Best Buy. Responsible for frontline tech support and after-sales support functions. As the consumer tech support division of the Carphone Warehouse Group we primarily helped customers to setup laptops and smartphones, and to resolve.

Warrington, United Kingdom

Set-up and ran two contact centres in the North-West. Responsible for inbound customer service and support teams including correspondence and retention. Led 300-500 FTE across up to three sites, with line management of a team of Contact Centre Managers. Managed client relationships for internal and external clients including O2, Vodafone and Marks & Spencer.

London, United Kingdom

Managed three departments while in this role, each of 60-100 FTE. Gained experience in inbound customer service, insurance, correspondence and complaints management.

London, United Kingdom

Sydney, Australia

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