Steven Burt Email & Phone Number

London, Gb

London, England, Gb

London, England, Gb

London, Gb

Create, manage and execute the customer experience strategy of the organisation - have a clear understanding of the company’s business objectives to strategise CX efforts effectively to create impactDeliver a seamless customer experience across all stages and touchpoints in a customer journey and help the company continually achieve greater customer satisfaction, increased efficiency and profitabilityInterpret and leverage data insights from numerous sources across the business to constantly enhance customer experience. Use data analytics to extract meaningful & actionable information and apply problem solving skills to design solutions.Be the voice of Zapp to our customers, and the voice of customers to the Zapp management team. Support in implementing our customer support communication strategy & review the customer support team’s communication on a regular basis to ensure exceptional quality is the norm. Define, own and track meaningful customer experience metrics.

London, London, Gb

Achieved record growth, hit financial targets and grew customer base. All while maintaining outstanding CX & ServiceTrustpilot to 4000+ reviewsBuilt Trussle’s first CX function + KPIs to keep operational team at the highest levelChat Bot design and Live Chat ownershipReporting and data ownership - driving higher CX through data lead decisionsProduct roadmap decision influencer, using voice of the customerGiving the customer a seat at the table for business decisions

London, England, Gb

- Launched five outsourced international contact centre programmes, across Europe, Asia, North & South America. - Designed new customer journeys to improve onboarding; introducing Mettrr to proactive CS - Reduced refund rate by 20%- Increased retention rate to 70%- Improved the user experience by using customer behaviour tools (Full Story, HotJar) and listening to customer feedback- Became 'voice of the customer' ensuring product development, marketing & UX is on point - Created the reporting structure of the CX function- Met 87% of all upsell KPIs in the yearRole:- Responsible for the whole post-sale journey- Improve retention of annual subscribers- Work with sales/marketing to manage customer expectations, to reduce cancellation requests- Define the Customer Care strategy and measurement framework to track success- Own the execution and refinement of the strategy- Ensure adherence to SLAs for customers – even with scale & rapid growth- Scale up Global CS Team- Represent the voice of the customer in, evangelising their viewpoint- Ensure the CS team deliver exceptional service to all customers across all channels at all times (social media, voice, email, letter, livechat) - Using Zendesk- Manage HQ Service Delivery Coordinator to manage agent level issues, improve agent training and onboarding- Analyse data, to identify opportunities to reduce the need for contact through root cause resolution or providing customers better self-serve options- Implement tailored policies, procedures, technical improvements and training programs to address those areas- Investigate and adopt new approaches and technology in order to deliver an even better customer experience- Use customer feedback and trends to implement product improvements

London, Gb

• Implemented changes, cost efficiencies and process improvements; Resulted in 2015 being the department’s first profitable year in five years, increasing revenue by 12%• Project managed e-commerce development to highlight relevant product add-ons in shopping cart – increasing sales of products by 15% and enabling a reduction in team workload• Restructured the Financial Markets team and recruited new team members, to ensure the team was designed to effectively service clients. • Developed, implemented and monitored KPIs that improved email & telephone response rates by 60%• Efficiency gains greatly reducing the number of hours to complete tasks and improved client enquiry turnaround rates from an average of 4 days to 24 hours• Initiated improved marketing communications to students which enabled cross-selling and up-selling across the product portfolioRole Overview:• Manage 9 Account Managers, to ensure the delivery of first class service to clients• Devise service strategy and account plans for existing clients and the on-boarding of new clients• Conduct a comprehensive review of the entire department including end to end booking/purchase process, cost reduction analysis, customer journey and workflow management• Reporting of overall sales, account purchasing, capacity, trends to senior management team• Operational management of 200+ course programmes, ensuring best ROI• Create KPIs for staff and department and introduce SLAs for customer service response times• Ensure value for money on all contracts• Oversee the departmental budget and P&L

London, England, Gb

Role Overview:• Manage department over two locations handling the relationship for high value key accounts• Responsible for department delivering first class service to key clients• Account manage the relationship of four key accounts - create a retention strategy and strategy for revenue growth• Achieve sales targets• Provide coaching & training to team to inspire the highest performance levels• Project manage process improvement across department• Oversee departmental budgetAchievements:• Increased revenue by £150K p.a. on one key account• Delivered unprecedented results in terms of Customer Experience - Improving the response time for bookings/enquiries from 35% to a 97% same day response• Improved query response rates for internal colleagues from an average of two weeks to 24 hours• Initiated process, developed proposal and project managed the strategic decision to move service offering of 25 smaller accounts to the Contact Centre – Increasing the time we could spend on key accounts• Reduced overtime spend by 90% via a combination of process efficiency savings and work flow distribution• Implemented a billing team and a more accurate approach to invoicing clients - invoice queries fell by 80% p.a.• Identified opportunity and strategy to become number one supplier to one to one of the UK’s largest retail banks

London, England, Gb

Role Overview:• Lead a team of credit controllers, ensuring collections of £5m per month are received on time for up to 6,000 clients each month• Manage and analyse credit risk to minimise bad debts and maximise profitable sales• Prepare end of month financial reports for the senior finance and commercial leadership teamsAchievements:• Successfully set up, recruited and developed a new credit control team• Created and developed processes to allow department to contribute to continued success of business• Created KPIs & SLAs to ensure collection targets were met by the team• Hit collection target for 6 quarters in a row• Reduced bad debt by 500K over 3 quarters

London, Gb

Representing UK songwriters and publishers promoting the use of their music throughout the world, PRS collects & distributes music royalties on their behalf as well as supporting the development of new music.Achievements:• Took leadership of department when senior manager was on long term sick for 6months. • Hit the end of year collection target, created a strong team bond, increased productivity and introduced processes and KPI’s that allowed the success of the team to continue.• Increased cash flow and reduced long term debt

Oo

Professional Certificate In Customer Experience, Customer Experience

Ba (Hons), Business Administration, Business Administration And Management, General

Education record

Education record