Stephen Doole Email & Phone Number

Watford, United Kingdom

Direct Reports: 6 Team Leaders. Non-Direct: circa 60 Customer Advisors.Managing the day to day operations of a 24/7 multilingual Contact Centre, whilst ensuring service excellence. A motivated leader working alongside the Senior Leadership Team that champions an outstanding performance and customer focused mindset within teams. Driving performance to create a positive team culture, ensuring that employee engagement is consistently high. Building strong, collaborative working relationships through senior stakeholders to use data insights and reporting which helps assure great KPI performance, identify opportunities to improve, and enables people to perform at their very best.Some great wins: • Identifying the need for and creation of an Exceptions team to deal with the additional tasks that were taking time away from other support functions core duties.• Since starting the role having my operations quality results consistently increase month on month through effective coaching and actions.• Implementing a new productivity management methodology allowing Team Leaders to truly own performance in their teams, resulting in my operation having the top scores in this metric.• Coaching the 6 direct reports of my original operation to progress into more senior roles suited to their specific strengths.• Facilitating regular 360 feedback working parties around our CRM System, to involve all levels of the business leading to multiple process and technology changes moving the Contact Centre more in line with our vision of service excellence.

Watford, United Kingdom

Direct Reports: 8 Team Leaders / Real Time Manager / Scheduling Manager / 4 Quality Assurance Advisors / 6 Escalations Advisors.Non-Direct: circa 120 Customer Advisors.Managing client relationships, producing and delivering detailed MI in relation to team performance against SLA and KPI indicators. Ensuring that real time management is being met, while monitoring contact volumes across multiple channels. Leading across several great campaigns including Technical support (Sony), Retail (The Disney Store) White Goods recall, Financial Services and multi lingual markets.Some great wins:• Successfully setting up and rolling out The Disney Store EMEA Customer Service offering.• Building The Disney Store contact centre from the ground up and helping to shape and evolve this into the hub of excellent customer care in line with the values of The Disney Store and it’s customers.• Creating and driving successful employee engagement and reward & recognition programmes that resulted in over 15% reductions in both absence and attrition. • Working with the companies Six Sigma specialist to review and overhaul the established processes to improve the customers journey and improve the C-SAT scores and as a result increase the NPS from a 7.8 to 9.4 over a 6 month period.

Uxbridge

Leading my own sales region within the UK focusing on maintaining current clients, developing cross selling opportunities, and generating new business alongside being responsible for all after sales support. Creating detailed forecasts and new business development plans to be implemented and achieved against target, as well as delivering these plans and related outputs weekly to the Sales Director.Some great wins: • Number One Salesperson in the vocational team for 2006 achieving over 25% growth for the year.• Over the five years I was with ThirdForce I delivered two of top ten highest value orders in the team’s history. In addition to consistently being one of the top 2 performers in the team.• Working on various successful sales programmes to penetrate different sectors and developing direct mail and e-mail campaigns accordingly, particularly for cross selling opportunities.

Watford, United Kingdom

Inspiral Arts ltd (A NFP organisation started by myself and other like minded individuals) Taking a lead role with deliverables relating to both small and large-scale events throughout the local community. Dedicating time to engaging and inspiring young people through our work, specifically targeted at people living in Watford, Herts, Beds & Bucks. Providing highly engaging masterclasses on various subjects, to create aspiration in others to build new knowledge, skills and interests.Some great wins: • Producing, creating and promoting a successful sold out theatre production involving 12 local amateur performance groups of varying specialities.• Winning the contract to deliver creative masterclasses across multiple schools during the holiday period. By doing so running a programme that engaged our non-academic target demographic in the learning process. Building their own self confidence and skill sets.