Ross Cherry Email & Phone Number

Livingston, Scotland, United Kingdom

Dunfermline, Scotland, United Kingdom

Livingston

Dunfermline

Responsibilities:• Defining the criteria we should be using to measure our success as a business including what being ‘#1 in Customer Service’ means for Customer Operations by investigating new opportunities that have been identified for improvement• Research and visit best practice companies to identify leading edge practices and how they measure the success of them • Influence senior stakeholders for initiatives/investments that are recommended and working closely with a cross functional support team to help implement any new initiatives• Champion the customer at all levels and understand how change impacts the customer experience, ensuring that any change only has a positive impact on our customers and staff

Responsibilities:• To lead a team of 6 Customer Journey Leaders in creating, designing and implementing projects across a wide range of broadband and talk related initiatives• Providing clear direction and coaching support to develop my team and drive performance • Responsible for the delivery of multiple projects and analysis driven activities, often requiring presentation to senior and director level audiencesAchievements:• Successfully managed my team through a difficult period where our business unit was being restructured• Responsible for the implementation the first automated dialler campaign to be used in the service estate which is now a key element of our effort to reduce the number of missed engineer appointments across the business and can be accredited with as much as 40% reduction in this statistic

Responsibilities:• Leading a network of over 50 staff to drive down the volume of unnecessary replacement routers and understand the challenges and reasons behind these volumes to create long term solutions• Providing detailed insight of both our customers’ perception of our products and how this can be influenced coupled with analysis on our performance in delivering the services• Creation and maintenance of reporting solutions for our contact centre knowledge base• Working with various teams across the business in the development of KPI’s to measure performance of our products and services going forwardAchievements:• We are now able to accurately measure and understand our router replacements through the analysis completed and through lockdown we have driven a reduction in the cost of replacement routers by over £65,000 per quarter• Secured promotion to the Senior Customer Journey Leader role within less than 1 year in the team• Created a reporting solution for our knowledge base content to allow both the operation to understand how effectively we are using the tools and senior management on the direction that the knowledge base development should be driven. This was the first time the business was able to accurately understand and measure the consumption of knowledge content by our advisor population• Involved in the recruitment and development of another analyst into the team, this was the first time I had been given this responsibility and have really enjoyed this aspect of the role