Role advising Siena AI pre and post-launch on CX best practices, insights into AI implementation and requirements in a progressive customer service set-up.

Managing all global customer-facing CX teams, 40+ team members across 3 locationsI have overseen consistent high KPIs and continual improvement across all metrics and markets.Continually driven improvements in systems and automation, learning and development, tone of voice, workflow, reporting and forecasting to ensure a consistently evolving and progressing team keeping in line with the high expectations of our Hueligans.

Due to the incumbent Head Of leaving on my arrival, I was thrust into leading the CX function in its entirety for 6 months. During this time, I oversaw the CX for the launch of our Hot and Savoury range, the biggest launch in Huel's history and a step into a different product dynamic and did so maintaining exemplary CSAT and FRT. During my first peak January period, the global CX team recorded best ever results for Customer Satisfaction and response time.I have since work closely with our Head Of to fundamentally transform the CX strategy, function and operations, owning and leading on projects such as:- overhauled and dramatically improved headcount forecasting leading to a more stable team and service- created a new onboarding structure improving training, new joiner upskill speed and consistency in process across the team- created structure and drove improvements for team development, goal setting and feedback dramatically improving retention and progression- drove holistic improvement to team workflows, processes and our Zendesk environment increasing data capture, OTR and introduction of new channels- introduced and improved automation, accounting for a head of work in the first month with no extra cost to the business- A host of other system, development and team improvements creating consistent improvements across all global and market KPIs ending 2021 with the highest year average KPIs in Huel's history!

Growing a team from 12 to 28 whilst dramatically improving retention and engagement and fostering a culture of customer-centricity. I have driven improvement in CSAT from 74% to 94% through training programmes, knowledge development and establishing a QA system. Implementing an improved channel mix, specifically, Live Chat from 3% to 16% and leading automation and process efficiencies reducing customer contact numbers by over 10k per month. I have also developed a customer re-engagement strategy providing 21% of overall growth Identified opportunity to increase revenue by 15% monthly.

Growing from my previous role as Customer Care Manager, I have been tasked with overseeing and improving the end to end customer experience through:- Continuous improvement of the end product- Engagement across all aspects of the supplier and partner network- Implementing a "Customer First" culture across the business- Continual evaluation and interpretation of data to highlight key areas of focusWith a proven track record of thinking strategically and delivering on high end and complex projects, I am consistently driving towards providing an industry-leading service.

As a stand out member of the Senior Management Team, I work with, present to and influence key stakeholders to develop a reputation for operational and service excellence supportMy key undertaking has been the development and implementation of effective processes and procedures across all customer touch points, enhancing the overall customer experience. With a natural eye for processes and strategies, I have ensured productivity, cost-effectiveness and the provision of efficient compliant procedures to deliver a continuous improvement environment where the customer experience is paramount.This has resulted in a 25% improvement in satisfaction and a 200% drop in first response time.• Provide management to Customer Care Representatives, dealing with any escalations on matters they may have.• Monitor staff timekeeping, absence and overall performance in line with company policies.• Provide a structure for personal and professional development for all employees.• Investigate customer queries and contacts, providing feedback and suggestion of improvements to services.• Ensure that effective communication practices are established and maintained.• Define and report KPI’s.• Support all other areas of the business.• Strive to provide our customers with a best in class experience.I am also involved in the management of Customer Operations, ensuring that all B2B accounts are on-boarded in the most efficient manner to ensure integration into the existing operational set up whilst minimising teething issues

Management of all CSC staff with direct line reports of 2 Team Leads. Defining call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications and contributing information and analysis to organizational strategic plans and reviews. Development of call centre systems. Completing call centre human resource objectives by recruiting, orienting, training and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures. Acting as a key point for project transition and the on boarding of new customers. Assisting in maintaining accreditation for ISO 9001, PAS 99, ISO 27001, BS 25999 & ISO 14001 through managing the compliance of the CSC. I have also been further involved in Service Delivery operations such as presenting on business proposals to high level customers, as an escalation point and service improvement strategy and development. I am currently project managing the movement of the contracts from one CRM system to another having to take into account the vast implications this will on the varying requirements of the customers, for example data security and stock management.

Managing a call centre across international and domestic contracts as well as a projects team.Involved in all aspects including setting team and individual KPIs, recruitment, motivation and disciplinary actions.Managing roll out of a call management system to 20+ International LSPs.Also involved in Service Delivery duties whilst covering for other staff.

I am currently working as a Resource Scheduler for A&O IT Services. My main role is for the management and organisation of a team of engineers across the UK. The main focus is for the maximisation of efficiency and productivity through careful management of the team's work day. This has greatly improved my man management skills and generally organisational ability. Due to the nature of the customers that I deal with, mainly the Ministry of Defence and Her Majesty's Prison Service, I have learnt to adhere to many specific working practices whilst monitoring and being actively involved across a series of varied accounts. I have also developed into an Incident Management role for the HMPS account, ensuring that all reporting is completed accurately and to deadline and both proactively and reactively dealing with any potential issues to achieving service level agreed with the account. Taking on this role has developed my knowledge and working processes in the Incident Management field as well as giving me greater insight and experience with dealing directly with an account and managing their expectations and the service provided. I have also furthered my ability to adapt and also create processes to deal with new issues encountered which have been rolled out across the team and believe to have proven myself more than capable to provide innovative and practical solutions to issues both current and pre-emptively.

As a Customer Relations Executive for CPM in their automotive division on the Mazda UK contract, I quickly integrated myself into the team, I believe as a result of my personality and my attitude that I bring to any work environment. In this position I furthered the development of my general customer service skills, multi-tasking and general communication skills as I was involved in dealing with a huge variety of customer queries and complaints, several different communication channels and a number of different systems which I quickly learnt and adapted to. I was made the main agent for the Mazda customer services email, making sure that customer queries through the website were actioned accurately and expediently. During a major product recall operation I became a key team member dealing with the training of other staff in the details and procedures involved as well as becoming a point of escalation for any issues whilst in contact with the customers involved.

As a customer service agent I was tasked with dealing with all manner of customers that were requesting engineers from one of the largest Service Force centres in the UK. This included the organisation of a team of engineers across 5 counties and the prioritisation of customers and their needs. Responsibilities also included liasing with insurance companies and global manufacturers to ensure the most effective service was provided to their customers. I was also tasked with business development and instigated new procedures in order to increase profitability including the use of “premium” call times and a new focus on housing agencies as a new market possibility. Whilst there I also looked to improve the day to day functions of the business which resulted in my development of a new computerised database in order to keep track of sales and customers, producing invoices and removing the need for a majority of all paper based procedures and filing.

As a passenger service agent for the world’s largest airline in the world’s busiest airport, I undertook a demanding position where accuracy, speed and customer service were paramount. My role involved varying tasks from work at the check-in desks to gate preparation dealing with many varied problems such as cancelled flights, drunken passengers and disappearing flight crew and a whole variety of passengers from Fulham FC, the London Symphony Orchestra and Dignitaries. In a working situation where any mistake by the individual can delay the whole operation significantly and cause cost implications, it taught me the importance of accuracy and attention to detail. During my term with American Airline, including contract work with Korean Air, I became a reliable member of the team being entrusted with banking considerable cash amounts collected during the day and even mentoring new staff. As well as my team work I also found I excelled at the transfer desk position where I was isolated away from the team and must rely on your own knowledge and problem solving skills without the availability of a manager for guidance. I enjoyed this the most as it allowed me the freedom to use my own initiative and attend to passengers more personally due to a smaller passenger flow, at times even stretching to passengers of other airlines who had missed flights or had queries with none of their own staff available. A key aspect to my customer service was going the extra mile to make their experience easier and more enjoyable, be it from help collecting luggage or looking after unaccompanied minors to even running with them to ensure they got their connections when time was tight. The difference to the customer experience was notable by the smiles and thanks I received from my passengers, with frequent flyers and agencies even waiting extra time for my service.

As the systems clerk for Morrison’s supermarket, I was given a lot of responsibilities, the main being the monitoring and recording of statistics for legal purposes. One of my main tasks was to ensure that food prepared within the store was in compliance with legal regulations. From my time at Morrison’s I gained and built on many qualities like punctuality, work ethic and teamwork.Due to the expanse of the store I was also required to help in other departments, which were short handed for small periods. This has helped with my ability to react to change quickly and also to learn quickly whilst doing a task, which I believe to be most helpful in any work situation.