I am a results-driven Customer Experience Manager with over 25 years’ in customer facing leadership roles within Finance, Healthcare and Pharmaceuticals.With experience in both B2B and B2C environments, I pride myself on my ability in leading and training large teams, implementing growth strategies, cost reduction, employee retention schemes and performance improvement. I have strong stakeholder management ability, workflow coordination and communication skills in fast-moving environments with an ability to engage at all levels and to understand individuals’ needs and objectives. Keeping both customers and the teams which support them central to my focus has been my main objective and reaped significant results in the businesses I have worked with to date.Achievements:• Restructured HTB’s Call Centre operations following the successful implementation of crisis management procedures• Attained 50% growth against the bank’s exponential strategy, increasing HTB’s Savings Book from £1.6bn to £2.45bn in 2022. Rated as ‘extraordinary’ by CEO• Led a rise of 13% in colleague ENPS satisfaction scores across the department in 2022 through Attrition & absence management • Feefo external customer engagement feedback recognised by their Platinum Service Award for continuous improvement• Restructured Call Centre Operations in both Warsaw & Rabat for Abbot Labs following successful implementation of Crises Management procedures• Improved ENPS satisfactions scores by 16% within the first six months• Customer Satisfaction Scores consistently above 90% throughout the launch of the FreeStyle Libre 2 • Instigated improvements in Complaint Management System with higher priority for faster resolution within 5 days increasing from 25% to 38% across the last 6 months of tenure.• Endurance Award received from UKI General Manager for Brexit & Covid colleague support across these sensitive projects• Awarded Directors Reward at Bupa within five months in role, in recognition of improving internal customer engagement across the department• Achieved top quartile score of 73% in 2015 in Bupa’s GLINT assessment for “Engagement” across 11 direct reports• Achieved top quartile score in “Recognising Performance” category, gained by developing a continuous reward culture to acknowledge colleague performance• CCMA nomination and finalist for improving customer journey & experience in third party accident procedures, generating highest referrals countrywide
