Sheeraz Singh Email & Phone Number

Sydney, NSW, AU

Sydney, New South Wales, Australia

Accountable for commercial and operational delivery across a 170 seat offshore Contact Centre Sales and Service team for the P&O brand. My current focus is to deliver service transformation by utilising AI and digital automation to reduce cost, increase bookings and enhance the customer experience.Key achievements:- Delivered AOP savings of 20% for FY 24.

Sydney, Australia

Expanded role working alongside VP for Sales and Marketing to deliver revenue growth onboard P&O Cruise Ships. A critical part of this role was to increase engagement with onboard sales managers to ensure they have the right tools and support to maximise booking conversion rates at point of sale.

Sydney, Australia

Delivery of sales revenue targets via Direct inbound and outbound channels to help grow P&O Cruises Market shareDesign and deliver sales and customer service strategy in collaboration with offshore project teams in the US and Philippines. Channels includes voice, email, web chat, internal SharePoint workflows with key functions including sales, yield and.

Paddington

Sponsor and lead continuous improvement projects to enhance the Customer Experience for all First rail passengers. Lead the franchise bid components on Customer Experience design, strategy and implementation Manage contract with third party call centre vendors and delivery of best in class service levels across social media, customer service and.

Responsible for delivery of customer experience and continuous improvement projects across head office,retail stores and customer service centres.

London, United Kingdom

Head of operations for cross-functional customer marketing contact centre, with responsibility for 2 direct reports, 16 team managers and 200 frontline advisors. Delivered campaigns to improve the Sky customer experience by reducing churn and increasing cross sales. Achieved high levels of customer and employee satisfaction.

London, United Kingdom

Oversee transition project to outsource large contact centre operation to suppliers in the UK and offshore. Delivery of sales and customer service targets across broadband, home phone and mobile products. Act as primary liaison between business units, product managers, third party call centre suppliers and senior executive team.Coordinate delivery of.

London, United Kingdom

Deployed and managed large scale outsourced contact centre operations across UK and India. Procurement and management of third party call centre suppliers to deliver new customer acquisition, cross sell and customer service targets.

London, United Kingdom

Drove customer acquisition and cross sell targets to increase profitability on fixed line, broadband and mobile. Controlled £1m annual telesales budget with direct management of 60 staff.

Customer Experience Strategy And Design

Developing strategy for CX Methodology such as Double Diamond models Use of tools such as Canva, Slack and Miro to design experiences

Bachelor Of Business, Marketing

Marketing Degree