Vinay Parmar Email & Phone Number

Solihull, Gb

Pontypridd, Wales, Gb

Premium customer experience consultancy. We drive memorable customer experiences for travel, hospitality, retail and membership-based businesses.Give me your toughest CX challenge. I’ll help you create a clearer vision for success.Book your 1hr CX strategy call: https://bit.ly/VinayCall

Bath, Gb

As a Board Member at Curo, I play a pivotal role in steering the organisation's governance and strategic trajectory. My focus is laser-sharp on aligning every move we make with our core vision and values. Alongside my fellow Board Directors, I'm committed to making a tangible impact on the communities we serve, lighting the path for individuals to thrive and succeed.

Birmingham, Gb

➡️ Championed the customer across a commercial and operational environment.➡️ Guided company to become a leading shared mobility operator.➡️ Embedded voice of customer in all strategic decisions.➡️ Improved customer satisfaction with high-impact customer initiatives.➡️ Advocated for sustainable and eco-friendly public transport solutions - aligned with company's green vision.➡️ Provided thought leadership and strategic direction at executive level.

Birmingham, Gb

➡️ Capitalised on a £1bn market opportunity with a national growth strategy, by retaining key contracts and securing new ones.➡️ Expanded transportation services for mobility-impaired and marginalised communities. ➡️ SEN Transport, Demand Responsive Transport and more.➡️ Modernised digital technologies, improving overall operational efficiency and service delivery.

Birmingham, Gb

➡️ Established a centre of excellence for digital and customer transformation - leading several key projects to improve customer experience.➡️ Led Salesforce implementation for a unified customer view. ➡️ Spearheaded the ground-breaking innovation lab to develop MVPs and test new products.➡️ Drove cultural change to adopt digital tools such as AI, RPA and machine learning. Improving productivity and reducing costs.➡️ Defined and implemented a comprehensive customer experience strategy, improving customer advocacy and loyalty.➡️ Worked closely with Chief Digital Officer to develop and implement group-wide digital strategies, ensuring competitiveness in a digital landscape.

Birmingham, Gb

➡️ Launched a native mobile app, improved the mobile website experience and introduced a new CMS platform to improve customer interaction.➡️ Defined and executed digital retail strategy - led to significant growth in digital channels through a comprehensive transformation roadmap.➡️ Implemented a new booking engine and conducted CRO testing to increase online conversions and revenue.➡️ Developed the award-winning onboard entertainment system and explored emerging technologies such as virtual assistant tools.➡️ Led CX teams to gather insights, define service improvement roadmaps and develop efficient customer-first processes.

Birmingham, Gb

➡️ Defined and delivered a customer-centric strategy that improved CX across all touchpoints, for lifetime loyalty.➡️ Led CX teams to gather customer insights.➡️ Defined a roadmap for improved service.➡️ Developed customer-centric processes to increase efficiency and reduce costs whilst improving advocacy.➡️ Researched customer trends to inform journey design and foster employee engagement for creativity and innovation.➡️ Oversaw improvement of the award-winning multi-channel contact centre.

Birmingham, Gb

➡️ Led and managed performance improvements within the UK contact centre, driving change and establishing best practice ways of working.➡️ Fostered employee engagement to encourage creativity and innovation in customer service delivery.➡️ Oversaw the continuous enhancement of the award-winning multi-channel contact centre, ensuring high levels of customer satisfaction.

Providing change consultancy, executive coaching and workshop facilitation covering:►Customer Experience design and delivery►Leadership and Personal Impact►Career Development►Public Speaking and Presenting►Team work►Change Manangement►Project Delivery

Freelance consultant helping organisations to improve performance through initiating, facilitating and implementing change. Clients include Audi, RBS, 02, and Zurich Life.Previous contract assignments include: ► Audited telephony sales process for a major high street bank to identify opportunities for sales growth, cost savings and efficiency wins. Formulated short-term tactical and longer-term strategic recommendations, which had the potential to add £4.8m per annum in revenue.► Project management for a leading mobile telecoms provider to implement a cutting edge call centre advisor development programme to be rolled out across 5 sites impacting over 600FTE. Overall accountability for managing milestone plans, mitigation of risks and issues and relationships with key stakeholders to gain 'buy in'. Led the development of internal communication strategy and provided support to department head through coaching and mentoring.► Work stream leader within Business Readiness Team as part of data migration project for a major utilities provider. Key responsibilities were to build relationships with stakeholders, gather business requirements, identify risks and issues (including any impacts on year end reporting), and the management of UAT and Business Acceptance Testing plans. ► Change Manager for a major life insurance provider as part of a project team to prepare the business for a section 166 inspection from the FSA in relation to data security. Key outcomes were to ensure that data security processes were imbedded into organisational culture, to implement an enhanced governance structure, to create and achieve buy in for an new Executive MI reporting pack, to mitigate key risks and issues and to provide support during the inspection process.

Gb

Responsible for the delivery of key tactical and strategic projects focused on improving customers experience, increasing sales revenue, call and cost reduction while driving shareholder value. Managed a team of change managers and business analysts to identify, scope, deliver and support change initiatives into the contact centre and back office operations comprising of over 650 FTE, handling over 6m calls and 1m e-mails per annum which generated a £95m revenue contribution to the P&L. Key projects include:► Implemented strategic outsourced telephony partnerships comprising of a fully virtualised 100 FTE contact centre providing the critical capability to handle 600k inbound calls per annum and a dedicated 80 FTE outbound sales channel which generated over £9m of additional revenue combined through cross sale and up-selling opportunities ► Delivery of initiatives to drive up First Contact Resolution up from 72% to over 80% and reduce call traffic. ► Improved performance of the collections outbound telephony function by implementing a series of tactical changes which increased contact rates by 300% and monthly recoveries from £400k to £2.2m.► Delivered of initiatives to drive up First Contact Resolution up from 72% to over 80%, significantly reducing customer complaints and increasing satisfaction levels► Transformed the telephone sales process for personal loans, which achieved additional £10.3m revenue.► Established 3rd party outsourcing relationships to provide the capability to execute welcome calls and upsell additional services to card customers. Managed the partner selection process, due diligence, and needs analysis along with achieving funding approval. Contributed to the formulation of SLAs and formal contracts, developed steering board reporting pack and provided onsite support to ensure cultural alignment and the delivery of Egg’s unique customer experience.

Paris, Île-De-France, Fr

Managed 100 seat client dedicated blended contact centre to provided additional operational capability to handle inbound calls from affinity card partner, own credit card proposition, personals loan insurance up-sell, and outbound telesales capability.

Gb

Managed multi-lingual outbound contact centre dedicated to carrying out research, developing customer profiles and generating sales leads for the technology sector across EMEA.

Operational responsibility for the development and performance of a Direct Sales Centre designed to offer full advice and recommendation of financial products as part strategic move away from supporting a face to face sales force.A change of strategy resulted in redundancy.

Gb

Management of 110 seat dual brand contact centre responsible for the delivery of customer service for a mortgage customer base valued at over £1bn, disbursement and provisioning of treasury funds for the completion of mortgages, management of mortgage broker service and relationship management of 3rd party suppliers

Gb

Started as a call centre agent taking applications for finance and affinity Credit Cards such as GM Card, GoldFish and Marbles before being promoted to supervisors and then moved into underwriting, fraud detections and business development.

Btec Diploma, Art And Design

Education record