Sam Ward Email & Phone Number

Experienced Operational Excellence, Customer Experience and Customer Services Manager with a demonstrated history of delivering positive customer journeys, value-adding processes, plans, and insight. A highly engaging people leader with a passion for the customer and employee development. I am highly skilled and experienced in leading a variety of teams in call center environments. Including process/continuous improvement, OE, Customer Experience, Customer Services, Operations, and recovery situations. An excellent track record for development, coaching, and building teams of various sizes.Proven at delivering in a high pressured and fast-paced environment, including managing the business response to Covid-19 and supporting the change to work from home with 100% completed in 2days.I am driven by a desire to constantly improve, learn, and develop with the people I lead. I have played a key role in shaping employee culture in previous roles and champion collaboration and engagement across all levels. I am looking for a new challenge and I can offer an organisation:◆ Natural Leader with the experience to match, great ability to motivate, coach, and develop employees and brilliant track record of them exceeding targets.◆ Champion of the customer service strategies, including an award-winning strategy for public reviews.◆ Designing, improving and optimising processes through a variety of methods, including Lean and Agile methodology.◆ Able to develop KPI's/SLA's or work towards setting new benchmarks on existing targets.◆ Highly-capable at stakeholder management across all levels.◆ Effective communicator both written and verbally.◆ Strong understanding of the energy industry, with fantastic ability to learn a new industry quickly and effectively.

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  Bournemouth University

  Business Administration, Management And Operations