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Customer Service Consultant/contractor

Work Experience

PROFESSIONAL PROFILE:

“An experienced yet adaptable senior manager with a proven track record of success within four highly competitive commercial sectors.”

“Strong all-round leadership & strategic management experience from start up to large concerns.”

“Experience of business development, customer support, change-management, sales expansion, e-commerce & profitability initiatives within leading-edge markets."

CAREER TO DATE:

June 02 – Present Customer Service Consultant/contractor


Feb 1999 to June 02: CUSTOMER SERVICE DIRECTOR: - Energis Squared
· Responsible for all aspects of Customer business management within this £800m revenue ISP and Telco organisation & reports to the M.D.
· Leadership of a multi-functional team of 135 staff with responsibilities across the business piece
· Liases and creates relationships with major customers & key accounts
· Specific development of customer service function from Operational base
· Handles e-commerce initiatives and new products
· European Integration Leader of multi Country Customer Service function

Key achievements include:
· Recruited to champion customer-focused cultural change and succeeded in significantly increasing Customer satisfaction from an all time low to excellent in a rapidly growing business experiencing 200% volume increase whilst headcount increased by only 6%
· Supported revenue growth from £30m to projected £400m+ and onto £1.2b
· Established innovative Customer Service structures & policies
· Introduced e-commerce based customer support initiatives
· Conducted high-level Customer Satisfaction surveys & aligned business strategy to match need

1997 to 1999: DIRECTOR: - Sierra (UK) Ltd
· Responsible for strategic management of a £15m+ t/o business
· Development of operational methods & systems and bringing in corporate rigour to this small private company
· Championed changing the business to better suit client needs
· Ensured effective customer service levels
· Established a "one-stop-shop" approach
· Introduced innovative training programmes
· Successfully improved business performance to £30m t/o
· Mentor to Owner & MD

1993 to 1997: MD - RESIDENTIAL MARKETS: - Bell Cablemedia Plc
· Responsible for all aspects of business management controlling revenues of £170m and Capex of £150m
· Controlled operations across the UK
· Leadership of a multi-functional team of 1400+ staff
· Ensured effective customer service whilst growing 200% per annum
· Co-ordinated new product launch activities
· Championed business improvement initiatives & merger into C&W.
· Achieved record business performance in Q4 1996 & Q1 1997

EARLY CAREER INCLUDES
· General Manager - Bell Cablemedia plc - led 700 staff
· Director of Operations – Bell Cablemedia Plc - UK responsibility
· Regional Director Operations – Bell Cablemedia Plc - 4 regions & 600 staff
· Head of Service Resource – RAC Motoring Services - 1200 Service patrols
· General Manager – RAC Motoring Services -North of England
· Head of Installation – Caradon Everest - 27 Branches 1700 staff
· Area Manager – RAC Motoring Services
· Area Manager / District Manager - RMC Plc
· Plant Manager / Sales Representative – Mix Concrete Ltd

EDUCATION & PROFESSIONAL TRAINING:
· Achieving Breakthrough Service – Harvard Business School USA
ADDITIONAL INFORMATION:
· Former Chief Executive - York Rugby League Football Club Ltd
· Represented Yorkshire & Great britain at Amateur Rugby League

Education

O and A level

Harvard Business School 2 Achieving Breakthrough service"

Skills

Customer service/senior management

Languages

English

Other

basic german

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