Wesley Van De Vyver Email and Phone Number

• Own the success of the core support KPI’s and partner with internal and external stakeholders to minimise contact drivers.• Support the Head of Operations in executing the company strategy, including managing projects on technology initiatives.• Scaled team to support Enjoy Tech customers, business partners and 479 internal home tech engineers throughout the UK. • Worked in partnership with global Support teams to standardise processes throughout the UK, US and Canada. •… Show more • Own the success of the core support KPI’s and partner with internal and external stakeholders to minimise contact drivers.• Support the Head of Operations in executing the company strategy, including managing projects on technology initiatives.• Scaled team to support Enjoy Tech customers, business partners and 479 internal home tech engineers throughout the UK. • Worked in partnership with global Support teams to standardise processes throughout the UK, US and Canada. • Launched BT Tech Support branch of UK Support to drive continuous improvements within field teams. • Designed and implemented home tech engineer point of sale Support flows to maximise conversion opportunities. • Successfully implemented transition of office based Support team to home based virtual Support model.• Manage relationship between Enjoy Technology and external partners.• Implemented quality programme to measure and assess agent performance and to ensure continuous improvements. • Development of weekly department analytics and insight reporting to feedback to the company. • Articulate core home tech engineer scheduling and availability issues to operations PM’s.• Create a culture that promotes success and support to engineers, customers and Enjoy partners. • Supported Enjoy market expansion to grow from 40% to 80% UK national coverage. Show less

• Manage relationship with outsourcer ensuring the highest level of luxury customer care.• Continuous training and development to drive individual and team performance in line with SLA’s and KPI’s.• Induction of sales strategy and incentivisation program to increase customer care assisted order intake and revenue. • Development of weekly department analytics and insight reporting to feedback to the company. • Project manage installation and training of new customer care… Show more • Manage relationship with outsourcer ensuring the highest level of luxury customer care.• Continuous training and development to drive individual and team performance in line with SLA’s and KPI’s.• Induction of sales strategy and incentivisation program to increase customer care assisted order intake and revenue. • Development of weekly department analytics and insight reporting to feedback to the company. • Project manage installation and training of new customer care ticketing platform (Zendesk). • Induction of customer facing self-help platform and internal customer care knowledgebase.• Maintenance of training documentation, process mapping and user manuals. • Design and launch customer feedback program to deliver actionable insight across a number of areas of the business. • Ensure that expenses including staffing, systems and training are in alignment with departmental budget.• Development of enhanced fraud rules and process’s to reduce chargebacks and fraudulent activity. Work closely with the product team to project manage long term resolutions and enhancements on the platform. • Maintain relationships with internal departments and external suppliers. Show less

• Responsible for development of proactive customer contact procedures in line with business objectives.• Development of weekly department analytics, and insight reporting to feedback to the company. • Monitor and drive team performance to achieve goals and deadlines in line with SLA’s and KPI’s.• Development and regular reviewal of reports pertaining to productivity, sell outs, trending errors, top production errors and quality issues. • Induction of feedback plan to provide… Show more • Responsible for development of proactive customer contact procedures in line with business objectives.• Development of weekly department analytics, and insight reporting to feedback to the company. • Monitor and drive team performance to achieve goals and deadlines in line with SLA’s and KPI’s.• Development and regular reviewal of reports pertaining to productivity, sell outs, trending errors, top production errors and quality issues. • Induction of feedback plan to provide production/supplier issues related reports and analytics.• Regular feedback of supplier issues and concerns to commercial team.• Track credits and refunds in relation to mass reported errors and production related issues.• Drive team resourcing and recruitment processes.• Maintain relationships with internal departments and external suppliers.• Conduct periodic reviews and development of Support team performance. • Develop and deliver a coaching and development strategy. • Responsible for documentation of manuals, and other relevant training information. • Provide resourcing requirements annually to feed into CS budget referencing sales forecasts and business development plans. Show less

• Responsible for managing, coaching and developing Customer Service team to achieve goals in alignment with department performance targets.• Assist Customer Support Manager with change initiatives and actively assist in promoting and fostering a professional, responsible and respectful culture within the support team.• Responsible for achieving departmental response time targets to queries and ensure that departmental KPIs are achieved, delivering optimum levels of productivity and… Show more • Responsible for managing, coaching and developing Customer Service team to achieve goals in alignment with department performance targets.• Assist Customer Support Manager with change initiatives and actively assist in promoting and fostering a professional, responsible and respectful culture within the support team.• Responsible for achieving departmental response time targets to queries and ensure that departmental KPIs are achieved, delivering optimum levels of productivity and service quality. • Organise daily, weekly and monthly tasks to ensure smooth running of entire department. Provide timely and regular reporting on all appropriate elements of the team performance and customer contacts.• Responsible for recruiting, interviewing and providing initial training to new starters. • Maintaining a full working knowledge of all functions within the department as well as being able to handle and resolve any and all forms of customer contact when required. Show less

• Responsible for supporting and coaching customer service agents to achieve personal development goals, team and department performance targets. • Assist in providing initial training to new customer support agents.• Assisting customer support supervisor to evaluate root causes of issues and striving to alleviate such issues from occurring.• Responsible for helping achieve departmental quality and response time targets. • Responsible for resolving escalated queries to the… Show more • Responsible for supporting and coaching customer service agents to achieve personal development goals, team and department performance targets. • Assist in providing initial training to new customer support agents.• Assisting customer support supervisor to evaluate root causes of issues and striving to alleviate such issues from occurring.• Responsible for helping achieve departmental quality and response time targets. • Responsible for resolving escalated queries to the benefit of both the customer and the business and working towards minimising future such scenarios from occurring. • Supporting customer service agents to ensure best practice levels are consistent and are carried out. Show less

• Responsible for handling customer queries and complaints via both email and telephone conversations and building good interpersonal relationships between the company and the customer. • Required to assist with 'elevated' telephone queries/ complaints and to provide solutions to customers’ issues in a friendly and professional manner. • Assisting customer services with postal returns, reprints and refunds.• Responsible for assisting professional photographers with order queries… Show more • Responsible for handling customer queries and complaints via both email and telephone conversations and building good interpersonal relationships between the company and the customer. • Required to assist with 'elevated' telephone queries/ complaints and to provide solutions to customers’ issues in a friendly and professional manner. • Assisting customer services with postal returns, reprints and refunds.• Responsible for assisting professional photographers with order queries and technical information as part of Photobox's Pro Gallery channel. • Required to test promotional offer codes to ensure smooth user journeys and reducing contacts. Show less

• Overseeing daily broadcast responsibilities while maintaining a strong working knowledge of industry guidelines & practises. • Responsible for editing the shows live visual content and ensuring that mixing was smooth and seamless. • Liaising with presenters and crew members with precision and clarity and maintaining the ability to work to tight deadlines. • Required to troubleshoot various audio/ visual related issues and efficiently adapt to various technical difficulties. Show more • Overseeing daily broadcast responsibilities while maintaining a strong working knowledge of industry guidelines & practises. • Responsible for editing the shows live visual content and ensuring that mixing was smooth and seamless. • Liaising with presenters and crew members with precision and clarity and maintaining the ability to work to tight deadlines. • Required to troubleshoot various audio/ visual related issues and efficiently adapt to various technical difficulties. Show less

• Responsible for organising and filing client details, logging client and administrative expenditure and maintaining office upkeep. • Assisted experienced technicians in the day to day running of one of Solo's busiest recording studios.• Responsible for importing/ exporting video and audio into various formats and transferring audio data to and from different storage mediums. • Required to collect and deliver tapes to and from various production houses and generally help out with… Show more • Responsible for organising and filing client details, logging client and administrative expenditure and maintaining office upkeep. • Assisted experienced technicians in the day to day running of one of Solo's busiest recording studios.• Responsible for importing/ exporting video and audio into various formats and transferring audio data to and from different storage mediums. • Required to collect and deliver tapes to and from various production houses and generally help out with office and studio upkeep.• Required to Meet and greet clients and to assist with food and drinks orders. Show less