Richard Wilson Email & Phone Number

United Kingdom

Farnborough, England, United Kingdom

Senior Marketing Insight & Performance Manager looking at all areas of reporting, insights and performance and establishing an automated self service reporting capability. Standardisations and definition of all metrics & KPIs to ensure common understanding

Working alongside the GEM Team to ensure all tooling meets current and future needs and aligns to the Strategy and innovative methods used to ensure Events are delivered to high standards.I am working on Strategic Projects and Initiatives across the GEM Portfolio aligned with the Events FrameworkOnboarding platforms in the Philips Integrated Landscape (PIL)Ensuring documented Processes flow into the Philips Excellence Process Framework (PEPF)Ensure Information Retention and Privacy requirements are metWorking with the leads in the Tooling StrategyWorking closely with IT on our strategy roadmap and requirements where integration and security work is identifiedVendor Management of Lead Capture, Registration and Meeting Planning tools, including SLA Management, Feature Requests, and Contract ManagementSupporting Events from early creation through to completion with StakeholdersEnsuring a Continuous Improvement lifecycle for all platforms, processes and activities are in placeMonitor competition and benchmark activity within the industry to identify best in class performance and taking improvement suggestions to both the operational and strategic members of the GEM teamDefining a Data Management & Reporting StrategyDeveloping GEM Reporting StandardizationMetric and KPI Identification and StandardizationReporting Standardization (repeatability and conciseness) and publicationIdentifying the most appropriate tools to improve on the current reporting deliveryAutomation of reporting with a self-service delivery methodClose collaboration with all major stakeholdersAssessing the dataset to ascertain insight and intelligence to drive business decisionsEstablish strategies based on insights that drives data management and reporting and provides input to the tool stack use and development

St. Ives, England, United Kingdom

To ensure that core services are monitored, managed, performant, secure and available. Using KPI’s and Reporting Systems and working with IT counterparts, in particular Service Delivery, to drive the performance of IT delivery. Managing of objectives for;• Security• Asset Management• Software Inventory Management and Optimisation• Certificate Management• Development and Compliance with Standards• Alerting and Monitoring of System Usage and Availability• ITIL Process Development• Capacity Planning

Netherlands

Working with the Global Experience Marketing Team focusing on the localisation of the GEM Tool Stack for use across AsiaWhere localisation is not possible, looking for alternatives that suit local language and regulatory requirementsI am also working on some smaller projects across different areas of the GEM space

Huntingdon & London

Oversee a team of Technical Support Engineers, Service Desk Analysts and Customer Service personnel ensuring support is consistently delivered to defined KPI’s & SLA’s in a Multi-Channel environment Provide relationship and account management as a point of escalation for EACS customersHandle customer complaints and escalations through to resolutionPoint of contact for Sales, working with Sales and Account Managers Support a high performing team of Service Desk and Technical Service Engineers/ Specialists by managing coaching, training and balancing teams and individual goalsEnsure staff have the tools and knowledge they need to support customersHiring, on boarding, and training of new team membersManage service experience to customers through multiple support channels Align team with business goalsCustomer Analytics, Reporting & Insights - Gathering and collating customer insights from the support experience to provide actionable recommendations for improvementSuccessions and Career Development planningKey influencer, driving needed changeCreation and execution of Service StrategiesManagement of Budget

Oversee a team of Analysts & Engineers, ensuring support is consistently deliveredEstablished KPI’s & SLA’s to support businessCreated a roadmap to modernise the support function and support growthProvide relationship and account management as a point of escalation for EACS customersHandle customer complaints and escalations through to resolutionPoint of contact for Sales, working with Sales and Account Managers Support a high performing team of Service Desk and Technical Service Engineers/ Specialists by managing coaching, training and balancing teams and individual goalsHiring, on boarding, and training of new team membersAlign team with business goalsCustomer Analytics, Reporting & Insights - Gathering and collating customer insights from the support experience to provide actionable recommendations for improvementKey influencer, driving needed change

Abingdon, Oxford

Overseeing teams of Technical Support Personnel across multiple sites on and offshore, ensuring support is consistently delivered to defined KPI’s & SLA’sProvide relationship and account management as a point of escalation for high profile Sophos customersHandle customer complaints and escalations through to resolutionPoint of contact in Support for Sales and Account ManagersSupporting a high performing team of Support Engineers & Specialists by managing, coaching, mentoring, training and balancing teams and individual goalsEnsuring teams have the tools and knowledge they need to support customersHiring, on boarding, and training of new personnelManage service delivery experience to customers through multiple support channelsAligning the teams to our business goals and Sophos’ key stakeholdersCustomer Analytics, Reporting & Insights - collating customer insights from the support experience to provide actionable recommendations for improvementSuccessions and Career Development planningKey influencer, driving needed change by collaborating across organizational boundaries, at all levels of the organization

Xerox Europe

I have been part of a small team leading the modernisation of Xerox Technical Services arena. I have been working closely with teams from around the world developing new strategies to modernise what we do, improve our customers experience and make us more efficient using technology, improved processes and training. It has been very satisfying creating new ways of working and delivering a service, then working with others to deploy them, however I have had to use all my skills to gain agreement and to make people part of the change process.Role AttributesGlobal Program owner for newly created Remote Technical Support ServicePart of a team Creating strategies to improve service delivery and the customer experience across Global Operations through technology, process and efficiencies at the operational level. Creation of robust end to end process as part of strategy implementation Utilising Change Management techniques to aid introduction and delivery of Change Programmes related to the new strategies, Tools and Processes. Operational reviews to ensure changes are being implemented and look for improvements and adapt as necessary

Welwyn Garden City

I lead the European support centres for Xerox flagship products and solutions and during my tenure increased performance of the support teams, improved the customer experience, saved cost by rationalising areas and established a strong team commitment and morale.Role AttributesHead of European & Developing Markets Production Product Support Group & UK First Level Support CentreDay to day Operational management of 30+ professional staffEnsuring the delivery of support for all critical customer technical software & hardware issues across a wide range of products and services Delivering and exceeding SLA’s Data analysis to target trends, improvements and opportunitiesEstablishing training requirements and personal development needs for the teamsLeading this area of the business through significant Cultural & System changesEngaging 3rd Party vendors to establishing support process and structures, ensuring channel partners understand what is expected from them and ensuring that the customer experience is seamless.Undertaking personnel salary reviews, performances reviews and disciplinary actions and HR driven incident investigationBusiness development through revenue generating activities of professional services

Welwyn Garden City

I was a true “Techie” in this role, but I have always been focused on the customer and the company, so my actions and personality found me travelling the world to see customers in their environment to fix or own the resolution of any issues they had, many times my actions saved Xerox hundreds of thousands of dollars.Role AttributesSpecialised Support PersonSoftware Support of all Xerox products & solutionsSupport of computer operating systems and networksSupport for all colour specific issuesReplication of all issues to aid resolution or escalationGlobal Travel as part of 2nd Level Specialism in support of Critical Customer issuesAmbassador for Xerox Support

I was part of a small team of highly trained technical people. I worked with nearly all types of environment from Windows XP to Solaris and all network environments. I had to replicate and solve all customer problems; these would range from colour matching issues, application issues to operating system or print driver problems. I was also required to visit the customer sites anywhere around the world, which frequently happened.

Bedfordshire

As the IT Manager for this outbound 100 seat call center I had full responsibilities for all I.T. duties including Training of Staff on incumbent technologies, establishing security policies, Networking and Telephony maintenance.I also helped in the the creation of sales campaigns based on integrated telephony and screen based content.

Master Of Business Administration (Mba), Business Administration And Management, General

MBA

Bachelor Of Science (Bs), Computer Science, 2:1

Computer Science Honors Degree, comprised of programming, networking, databases and business modules.