Thomas Mckenzie Email and Phone Number

• Dedicated Customer Excellence Consultant to guide the client through an iterative onboarding process to fully understand business needs and goals.• Progress clients from scoping, through training, launch planning and launch, to Business as Usual and future strategy and success planning.• Comprehensive and interactive training to make the client the expert – engaging sessions to learn by using the platform• Consultancy and best practice to help build scalable innovation initiatives and idea management and business process workflows.• Guidance on strategies to ensure the platform achieves desired goals. Setting out the path for the platform and innovation initiative's growth and development within the organisation.• Audience engagement planning – expertise to ensure the platform is well adopted and utilised on an ongoing basis.• Technical integration / API support where required to make the most of platform extensions.• Full project schedule provided and managed throughout to ensure launch timelines and outcome milestones are met.

A trendy pop up restaurant, that specialises in cooking chicken wings and creating new flavours for customers to enjoy.Took lead in organising launch of premier store, delivery and security of goods, contracts of builders & scheduling. This included liaising with stakeholders, (eg. architect, plumber, electrician, painter etc) planning and execution of project Building relationships with suppliers & event coordinators to help build brand awareness for continued growth and success Budget management Created and implemented process to improve efficiency of food preparation, health and safety and quality in the kitchen for staff to adhere to Receive feedback from customers to help create new and improve on current recipes Developed and executed marketing programmes and general business solutions resulting in increased company exposure, customer traffic and sales.Established operational objectives and work plans and delegated assignments to staff.Hired and trained 6 members of staff.Proficient in using Trello

Implemented operational processes to expand the business across the UK into over 25 cities driving the development plans and strategy to engage the driver community and deliver on retention Exceeded company objectives to deliver in excess of 500 drivers per month by developing robust succession plans to attract and engage drivers through online advertising, field based activities and industry publications Designed and delivered group and 1-1 app training for new drivers, ensuring they were quickly and efficiently on boarded in a compliant fashion and able to confidently utilise all aspects of the app to maximise individual earning potential Led on driver experience, creating and executing loyalty strategies, designed and implemented cost effective initiatives to improve engagement and commitment Analysed data to give realistic overviews of current market trends, supporting the business to make data driven decisions, identify competitor threat and track business performance Communicated with the driver community to extract information on app usability, providing feedback to the technical team on possible changes and/or upgrades to software.Worked directly with IT, Driver Services, Sales & Special Projects Team to achieve continued driver satisfaction via app performance and training.Reviewed sales, customer concerns and new opportunities to drive business strategy at weekly planning sessions.Supervised the work of 4 team members, offering constructive feedback on their work performance.Monitored timelines and flagged potential issues to be addressed.Recommended process and systems improvements such as driver communication, driver payments etc.Spearheaded cross-functional initiative to achieve successful delivery on several small B2B account projects.

Leading a team of 10 customer service specialists to manage order dispatch, communicating with customers and drivers to coordinate location pick-up and delivery.Established high levels of customer service by implementing robust customer care plans and optimising driver satisfaction, developing a reputation for service excellence across the department Acted as a liaison between drivers, clients and passengers, understood drivers’ needs and issues, formulating creative solutions and driving motivation Led on training at the newly opened office in New York, travelled overseas to ensure staff and drivers were adequately trained on the app and internal systems, establishing a client base and implementing start up procedures Analysed and reported data information to senior management on business performance and driver retention, making recommendations for improvements and creating clear goals for future development.Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.Improved call centre functionality and service capacity by resolving customer complaints efficiently and quickly.Accurately documented, researched and resolved customer service issues.Acted professionally and patiently when addressing negative customer feedback.Oversaw call centre employees to ensure customer satisfaction goals were consistently met.Defused volatile customer situations calmly and courteously.Effectively managed a high volume of inbound and outbound customer calls.Analysed call volume and average call time to monitor Customer Service Representative performance and productivity.

Met or exceeded service and quality standards during every review period.Resolved service, pricing and technical problems for customers by asking clear and specific questions.Prepared reports and communication for senior management and clients.Identified chronic customer issues by creating and maintaining customer complaint log.Built long-term customer relationships and advised customers on purchases and promotions.Investigated and resolved customer enquiries and complaints in a timely and empathetic manner.Developed a reputation as an efficient service provider with high levels of accuracy.

- Got artists booked in- Recording vocals- Mixing Vocals- Music Production- Artist Development