Skill set (9)
David in a few words
As Head of Customer Service, I am passionate about creating a customer-centric culture and driving customer satisfaction and loyalty. I have a proven track record of success in implementing automation, AI tools and productivity solutions to improve customer service efficiency and effectiveness.
I have also successfully shaped and driven the results for customer feedback systems such as NPS and CSAT. Additionally, I have a strong focus on mental health and wellbeing, and have implemented initiatives to ensure that customer service staff are supported and have access to the resources they need to perform their roles effectively.
I have delivered effective solutions and improvements to Financial Services businesses across the world including, UK, the Middle East (Oman, Bahrain, Qatar, UAE, Saudi Arabia) and India.
Experience
- Embark PlatformHead Of Customer ServiceMarch 2018 - October 2021 (3 years and 7 months)Transformed a failing regulated environment Fintech contact centre to meet Financial Conduct Authority (FCA) standards, resulting in the successful sale of the company. Recruited and trained staff, implemented technologies, and established key performance indicators. Educated Board and C-level executives on operational trends. Removed obstacles to ensure service delivery success. Key Contributions:•Developed an operational system to handle 500k+ customer interactions annually efficiently and with no extra cost•Implemented modifications to ensure platform stability.•Formulated and executed a plan to multi-skill the operation and introduce performance metrics•Decreased complaints to below Financial Conduct Authority standards through global training and root cause analysis.•Increased staff satisfaction and stabilised the Operation during a M&A period
- AXAHead Of Sales and ServiceMarch 2009 - March 2018 (9 years)Responsible for managing resource and interactions across multiple sites and geographies, including Oman, Qatar, Bahrain, UAE, Saudi Arabia and India. Achieved financial targets every year since 2009 by organizing the call centre team, devising effective strategies, and monitoring team performance. Increased upselling from 0% to 33% within a year. Key Contributions:•Oversaw 500k+ interactions annually to exceed goals for the multichannel sales operation (call centre, shops, digital) with 200+ FTE•Developed successful sales strategy for 42 mall-based shops to meet objectives•Constructed regional call centre and fostered an environment of high employee satisfaction to drive engagement and generate $25M in revenue yearly•Built and maintained strong relationships with VIP 3rd parties, such as HSBC, Mashreq Bank, and major brokers to ensure satisfaction and expand business•Accountable for collecting approximately $30M annually through multi-channel sales and service•Established new multi channel contact centres in UAE and KSA, driving successful sales and service operations
- CentricaCall Center ManagerApril 2007 - July 2008 (1 year and 3 months)Built a 50 seat sales call centre for an online insurance aggregator, and converted a call centre from a "blank page" to a revenue generator of 7M GBP in a year. Worked with some very lovely people. Key Contributions:-Executedstrategic initiatives to meet financial objectives and exceed customer service targets-Achieved7M GBP in year one, secured highest price from third party "lead farmers", and exceeded goal of establishing a profitable operation within 12 months-Trainedcentre manager to improve operational skills, and led projects to improve customer experience-Coachedand organised site management team to ensure high performance, customer satisfaction, and compliance with standards
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