Richard Mccarthy Email & Phone Number

London, England, United Kingdom

 Achieved top decline in Institute of Customer Service external benchmarking exercise of all UK retail banks Led the design and implementation of a Customer Due Diligence service for CAF, bringing all CDD activities into one centre of excellence, ensuring CAF remains compliant with FCA, HMRC and Charity Commission guidance Designed and implemented.

West Malling, Kent & London

 Conceptualised, designed and introduced a live chat solution for customers and prospective customers, enabling an improved customer experience and greater team efficiency Provided leadership and support to the selection and implementation of a new email handling system which resulted in a large improvement in efficiency, handling time and OPEX.

Hemel Hempstead, United Kingdom & London

 Achieved a 20% increase in NPS and internal CSAT scores through data and root cause analysis Introduced an absence management plan which reduced the overall absence rate by 10% and short-term persistent absence by 15% Designed, developed and introduced an innovative coaching framework which led to a 30 second reduction in average handling time.

London, United Kingdom

 Designed and implemented a social media ‘Centre of Excellence’ encompassing a new contact strategy to enhance customer experience whilst also reducing average resolution time to under 30 minutes Delivered cost savings of £240k through re-engineering the existing operating model and increasing customer self-service usage, reducing response times by 2.

London, United Kingdom

 Consistently achieved SLA through innovative process design and excellent customer service standards, bringing the project in under budget by £200k  Designed and implemented the operating model, processes, policies and procedures for the customer service operation The model has subsequently been utilised by other major global sporting events due to its.

 Delivered a 25% improvement in productivity for a major mobile operator through implementing a balanced scorecard for staff Spearheaded the development of a strategic plan for a water company to outsource their key processes to a 3rd party vendor, leading to cost savings of approximately £250k Conceived and employed an industry specific benchmarking.