Simon Mellor Email & Phone Number

Stoke-On-Trent, England, Gb

London, Gb

London, Gb

London, Gb

Responsible for a varied number of processes and journeys across Vodafone’s Siebel platform and legacy systems, with teams in Stoke and Pune totalling 20 FTE. Siebel processes revolve around stuck orders which require cancel and recreate. Working with technology teams to maintain SLA and improve processes, with focus on digital ways of working.Legacy teams are well established, working with network errors. Focus is on improving current processes and developing the team into a multi-skilled, cross platform area.

London, Gb

Process owner for escalated order, billing and technical queries from Customer Relations, Extreme Repeat Caller and Store Operations Support business areas.

London, Gb

Managing a team of 28 people covering a number of functions including bereavement, credit file, card refunds and Talk Mobile Customer Relations.Establishing best practise to reduce queue/backlog volumes and increase productivity.Initiating change activity to begin journey to remove ‘non-specialist’ activity out of Customer Relations to other admin areas.Improved reporting for the area so that daily and weekly updates are clear and concise and senior management team able to view recent and upcoming activity.

London, Gb

Leading a team of 10 – 12 customer complaint handlers for the urgent director complaints team.The team included urgent, media and government complaints, Vodafone’s VIP customer base and ‘Subject Access Requests’ from the privacy team.Queue and resource management is key to this role, ensuring that complaints from the senior leadership team are picked up immediately and successfully seen through to resolution.Providing operational cover for Ops Manager annual leave regularly between Dec 2015 to March 2016, attending daily/weekly ops calls and meetings and being point of contact for senior management.

London, Gb

Engagement via all aspects of social media including Facebook and Twitter promotions and customer engagement, using standalone sites and corporate social media clients such as Social Engage, Gorkana and Integrasco. Developing customer and community expert relationships on Vodafone’s eForum and external forums. Developing and maintaining relationships with key, influential technology and mobile communications bloggers on Twitter and Google+.Lead involvement in all aspects of mobile network related activity on eForum, liaising with network engineers, senior operations authority, corporate communications teams and leading daily conference calls.Promotion of Vodafone Social Media services at VIP events at McLaren Technology Centre. Research, script and content writing for YouTube videos on Windows Mobile 7.5 launch.

London, Gb

To accept incoming calls from existing customers wishing to upgrade or terminate their existing mobile phone agreements, retaining the customer and selling additional products and services.

Miami, Fl, Us

Llb (Hons), Law

A-Level, Law, History, Photography