Wayne Grant Email & Phone Number

London, England, United Kingdom

• Lead a dynamic team of customer and technical support professionals to consistently achieve and exceed performance targets.
• Implemented data-driven strategies that improved customer satisfaction scores by 15% within the first year.
• Streamlined support processes, reducing average resolution times by 18%, resulting in increased efficiency and cost savings.
• Fostered cross-functional collaboration by establishing clear communication channels between support, sales, and product development teams, resulting in enhanced product feedback loops and quicker issue resolution.
• Initiated and managed key projects aimed at enhancing the overall customer experience, including the implementation of a customer self-service portal and a knowledge base, resulting in a 30% reduction in support.
• Leveraged data analytics to identify trends, enabling proactive issue resolution and enhancing the customer experience.

London, England Metropolitan Area

• Orchestrated the development and implementation of a three-tier support framework, integrating customer support and engineering resources to bolster our customer service offerings.
• Effectively led a team of support specialists across the three tiers of technical support, consistently meeting and exceeding operational metrics to ensure that our customers received top-notch support.
• Established clear objectives, monitored progress, and provided coaching and training to cultivate a high-performance culture that prioritized teamwork and support excellence. This led to a marked improvement in the.
• Managed vendor relationships and ensured the timely resolution of issues and tasks, fostering reliable external partnerships to support our operations.
• Collaborated in the development of strategic plans and objectives, actively participating in cross-functional projects and business initiatives aimed at enhancing operational performance throughout the organization.
• Conducted in-depth analysis of reports on complex data associated with key business performance indicators, using insights to identify and drive improvement actions across the business, resulting in enhanced efficiency.

London, England Metropolitan Area

• I provided leadership to a dynamic team, which included a Business Development and Partnership Manager, ensuring the prompt and successful execution of daily tasks. Key highlights of my role included:
• Cultivating a comprehensive understanding of the economic dynamics associated with each assigned partnership, enabling informed decision-making and strategic planning.
• Elevating partner satisfaction levels and nurturing partner relationships by actively exploring new collaborative opportunities and avenues for mutual growth.
• Orchestrating the initiation and management of new partnerships, as well as supporting the expansion efforts for existing partners by closely collaborating with our tech teams.
• Facilitating the expansion of integrated partnerships in the EMEA region that I both sourced and managed, while also building and sustaining robust relationships with strategic partners to enhance our business offerings.

London, England Metropolitan Area

• I maintained seamless working operations by leading a robust quality assurance and customer service team comprising 100+ employees across four global locations. My approach has focused on continuous improvement in.
• Implemented Key Performance Indicators (KPIs) to assess and enhance team and business performance, fostering a culture of accountability and achievement.
• Spearheaded ongoing improvements in people, technology, processes, service, and product design, driving efficiency and enhancing the customer experience.
• Innovatively devised and rigorously tested new strategies to optimize the customer service journey, resulting in increased customer satisfaction and loyalty.
• Served as the primary point of escalation for complex or sensitive customer issues, resolving them swiftly and effectively.
• Skillfully managed team budgets and led the recruitment and selection of new staff members as per organizational requirements, ensuring the right talent is in place to meet objectives.

London, United Kingdom

• Successfully managed the entire customer service operations for EMEA & AMER, overseeing a team of 30+ employees located across three global locations.
• Established, monitored, and consistently achieved team KPIs, resulting in improved overall performance and customer satisfaction.
• Developed and enhanced customer service procedures, policies, and standards for the department and the organization, ensuring a consistent and high-quality service delivery.
• Optimized productivity and the end-to-end customer experience by proactively identifying, analyzing, and implementing process improvements.
• Leveraged advanced software tools and innovative problem-solving strategies to streamline operations and drive efficiency.

London, United Kingdom

• Analysed data to aid with creation knowledge base from scratch on appropriate responses to customers’ questions.
• Reviewed, appraised, and improved the performance of team members to increase the level of client satisfaction.
• Analysed customer trends through creation of accurate reporting.
• Fulfilled team performance milestones in speed, accuracy, and volume. Key Contributions:
• Oversaw implementation of Oracle and Zendesk software for customer service interactions.
• Gained productivity and lowered the number of incoming requests by 15% through enriching the FAQ library and customer service knowledge base.

London, United Kingdom

• Manage customer communications, by phone, email and social media. Guiding all customer issues to a satisfactory conclusion.
• Assisting leadership team with customer service policies.
• Escalated complaints to relevant departments where required.
• Achieve performance KPI’s

• Manage ad-hoc and large scale complex multi-country studies
• Confirm project specifications, timelines and delivered to clients
• Ensured survey setups adhered to data protection & codes of conduct.
• Update clients and project progression, highlighting problems and proposing solutions.
• Ensure accuracy of client deliverable's (SPSS, tables, coding etc.)

London, England Metropolitan Area

• Maintain and monitor project plans, project schedules, work hours, budgets and expenditures.
• Ensuring project deadlines are met.
• Determine project changes.
• Provide administrative support as needed.
• Undertake project tasks as required.
• Develop project strategies.

Bachelor'S Degree, Tourism And Travel Services Management

Professional Diploma In Digital Marketing, Digital Marketing