My Interim Track Record

Spark Energy           Change Manager

The successful management of a major system and business process change programme including Utility Registration and Billing systems and processes.

Mapped and fully documented the existing organisation wide business processes.
Devised, mapped and documented more efficient and effective replacement processes
Engaged and managed key stakeholders.
Devised and maintained project plans
Developed user training documentation.
Selected and trained "user project champions".
Trained & coached champions.
Managed User Acceptance testing

BizzEnergy           Customer Experience Director

Provide first class customer experiences at all touch points across the business. Provide inspirational leadership of the customer service directorate

Drove down customer complaints & reduced propensity to call by 50%.
Developed excellent working relationships with the energy watchdog and ombudsman.
Successfully managed the major changes associated with the introduction of the CEAR Act.
Coached & developed an outstanding management team.
Developed and implemented Balanced Performance Scorecard and Competency Based Assessment methods.
Introduced brand personality in all written customer communications.
Made a major contribution to the specification & design of a world class web based self service facility.

BizzEnergy           Head of Customer Service

Customer Service Turnaround.

Rebuilt the contact centre, removed poor performers and recruited talented ones. Introduced "blended" contact unit to complement inbound call management group. Reduced repeat customer contacts.
Introduced revised KPIs and reporting systems.
Improved agent productivity.
Introduced service account management.
Implemented customer satisfaction sensing mechanisms
Drove service quality and customer experience improvements.
Developed Assessment Centres and hired high quality customer service advisors and account managers

Easynet / BSkyB           Training & Development Manager

Define, develop and deliver a range of training programmes for technical support advisors, managers and customer service staff in broadband technical support, management skills & problem diagnosis.

Developed broadband technical support, customer care, call handling and problem diagnosis programmes and delivered it to over 40 new recruits.
Developed and delivered Sky engineer training programme for the "Home Installation" of ADSL broadband.

T-Mobile           IVR Strategy Manager

Undertake a thorough review of the current IVR features and performance.
Develop & Drive improvements in line with Best Practice approaches

Conducted analyses of competitive Touch-Tone and Voice Recognition systems.
Developed and implemented Best Practice guide.
Researched and made recommendations on multi-language interfaces.
Recommended improvements to management reporting systems.
Developed improvements and additional functionality to improve self-service capability.

BT           Training Strategy Consultant

Provide consultancy to BT on the effectiveness of their Mobile Service Advisor induction training programme and to develop & deliver further training programmes.

Evaluated & improved the existing 3-week induction programme.
Developed and trained-out Blackberry support training programmes.
Developed MVNO migration training materials.

T-Mobile           Management Consultant

Develop a set of recommendations for change and improvement to the Service Development organisation

Interviewed over 60 group members and other departmental stakeholders.
Performed a thorough analysis of statistically significant issues & strengths.
Developed a comprehensive report including recommendations for action, change and organisational improvements.

T-Mobile           Change Manager

Continue implementation of my 3 year Strategic Plan.

Introduced new tools and processes to improve the resolution of more complex call types.
Improved first call resolution and problem resolution time.
Guided the organisation through to successfully gaining IITT accreditation.

T-Mobile           Head of Technical Support (TDMS)

Manage the new TDMS organisation of 250 technical call centre advisors.

Successfully implemented the new organisational model.
Recruited and coached the management team.
Began implementing my 3 year strategic plan.
Coached the permanent appointee into the role.

T-Mobile           Management Consultant

Develop a 3 year strategy for Technical Support in and an organisational structure to support this.

Analysed the current capabilities and anticipated future requirements related to GSM, GPRS and UMTS (3G) technology support.
Developed a plan for process change, technical and interpersonal skills development and diagnostic tools development to support the analysis.
Designed an integrated technical support organisation (TDMS)

T-Mobile           Head of Business Customer Care

Manage the Business Customer Care (B2B) organisation in the UK.

Significantly improved the morale and motivation of the workforce of 70 advisors. Resolved on-going business customer disputes.
Drove improvements in business customer satisfaction to the 1st position in the UK.

ntl (Virgin Media)           Management Consultant

Undertake a variety of projects and programmes to enhance the quality of, and satisfaction with, VISP services (Virtual Internet Service Provider).

Programme managed a major BPR programme to radically improve the quality of service and satisfaction of "Virgin.Net" and "Which Online".

Various Consultancy Roles

Development & Delivery of a range of management & project management training programmes for clients
Development of a new service strategy for Heidelberger Druckmaschinen in Germany
Management of the selection & recruitment of over 100 call centre staff for cable & Wireless
Training & Coaching of call centre staff at Vodafone
Management of staff and management Assessment Centres & Development Centres for Vodafone & Cable & Wireless

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