Stephen Evans Email & Phone Number

Brighton, England, United Kingdom

Hove

• Provided inspirational leadership to Team Managers and staff, demonstrating exceptional leadership, coaching, and motivational skills so that excellent customer service is delivered in a highly regulated Financial.
• Successfully implemented a new bereavement process across IPS Operations to deliver case managed service for vulnerable customers, achieving an average +70 NPS result on this process.
• Effectively built cross site relationships and successfully delivered key telephony changes across IPS Operations.
• Continues to support my area as we progress through consultation to redundancy to ensure morale maintained and customer service delivered. NPS remained stable at +54.
• Delivery of material improvements in the customer experience as demonstrated by reducing failure demand from 20% to 11% while maintaining a Net Promoter Score (NPS) of +54.

Hove

• Provided inspirational leadership to Team Managers and staff, demonstrating exceptional leadership, coaching, and motivational skills so that excellent customer service is delivered in a highly regulated Financial.
• Achieved a £580k cost saving through successfully merging two contact centres
• Effective capacity planning has ensured that 2013 ended £262,000 under budget while maintaining customer satisfaction results (CSAT) of 95%
• Improved employee engagement from 75% in 2012 to 86% in 2013.
• Set up the first ever Children in Need call centre for L & G providing 100 incoming lines. Circa 1,500 calls handled raising £120k for the charity.

Hove

I led a team of Contact Centre resource planners to deliver efficient short, mid and long-term capacity plans which enabled the operational managers to deliver a cost efficient customer experience.

Brighton, United Kingdom

I lead a team of Fraud Analysts to identify and prevent card fraud.

Brighton, United Kingdom