Tom Rushton Email & Phone Number

Stoke-On-Trent, England, Gb

Stoke-On-Trent, England, Gb

Stoke-On-Trent, England, United Kingdom

Stoke-On-Trent, England, United Kingdom

Stoke-On-Trent, England, United Kingdom

Newcastle-Under-Lyme, England, United Kingdom

Loughborough

Introduced and established a new knowledge base and peer to peer support community for Access customers. Defining and measuring KPIs for site performance and customer satisfaction, and continually improving customer experience through regular platform releases.Also have responsibility for centralising all customer support and operations analytics, including weekly and monthly dashboards for 200+ support technicians across the company. Key Achievements- Introduced Salesforce CRM, knowledge base and community in just six months- Drove peer to peer deflection to 15% within 12 months- Established operating processes and procedures for dealing with customer queries through new channels- Trialled and introduced new methods of raising a case (including live chat and automatic escalation from community questions)- Managed a team of five people with varying objectives and targets

London, United Kingdom

Responsible for the management of NOW TV’s help forum. NOW TV’s digital-only support model presented an opportunity for me to maximise the benefits of a community environment, in terms of general contact deflection, and to manage demand at key times such as service outages.Key Achievements- Increased peer to peer resolution from 3% to 45% within 18 months- Launched beta testing programme for new NOW TV products, all operated via the forum (resulted in twice the normal level of beta participation, and ultimately better products at launch)- Handled customer communications during service outages, working closely with brand and PR teams to minimize negativity and cost caused by technical problems- Delivered a fully rebranded help forum, including increased functionality (mobile and blog), resulting in 40% increase in page views per visit, 82% increase in posts and 83% increase in peer to peer kudos giving

Management of platform and community of Vodafone UK's forum. Responsible for reward and ranking structure, user engagement and crowd sourcing/user generated content. Management of internal processes used by social media operation team to operate the forum, as well as official Facebook and Twitter and Google+ pages.Involved in overall social media strategy from service and channel growth perspective.

I work as a Team Manager within the eForum and Web Relations area of Vodafone UK. My team are available 8am to 10pm to provide help and support with any Vodafone account queries, whether you're an existing customer or thinking of joining.Feel free to get in contact with me if you need any help, and I'll get an expert member of the team in touch with you as soon as possible.

Assisting customers with account based queries, sales queries and technical support. I've worked both on the phones supporting customers via 191, and also via the eForum over at http://forum.vodafone.co.uk