Flex Manager
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Vice President - Customer Service

Vice President - Customer Service

Work Experience

Work History

Vice President Customer Service - Europe Online Networks S.a - (Oct 00 – May 02)

Europe Online Networks S.A. is a privately held company based in Luxembourg, operating the first terrestrial/satellite broadband internet network in Europe. Subscribers can enjoy the best of interactive entertainment, including streamed video and audio as well as a broad range of digital products for download, such as software, games, music, movies and other digital content in minutes without maintaining a telephone connection.. This service is available in 46 countries, spanning a market of more than 87 million homes across Europe

As a key member of the management team responsible to the investment board, I was responsible for the development of the customer service offering. This included Strategy formation, Supply Chain Management, CS Country Policies, CRM Project Management, Management of CS managers and 6 service centres across Europe

Within the remit of Customer service, the following areas were also included;

Billing Technical Help Desk Retention Retail Support
Returns Registration & Activation New Business Customer Communications


Senior Consultant – OgilvyOne Worldwide –(Nov 99 – Sept 00)
Contract

OgilvyOne is part of the WPP group, One of the largest marketing groups in the World. Working with the Ogilvy client base I was responsible for a variety of projects. In my role as senior consultant I would be responsible for the consultancy project delivery. Working with internal and external resources I would coordinate programme delivery.

BBC Television Licensing - Collection of television license revenue

Collection Target of £220M, targeting householders who largely avoided payment, coordinating the efforts of Direct Mail, Database Management, Field Activity and Call Centre Response. A largely supply management role. This was a very politically sensitive role, balancing the aggression needed to collect license revenue whilst not courting too much adverse publicity in the process.

Npower - Customer Acquisition

Npower wished to examine its sales strategy and increase its new business wins over the next year exponentially. Employing a number of sales strategies with a number of internal and external partners, the remit was to gauge the true effectiveness of theses processes and prepare a 12 Month strategy for new business generation.


Managing Director – Radius Marketing Ltd – (June 95 – Sept 99)

Founded by myself, I began Radius Marketing in March 1995. Having spent time in a number of environments where the restrictions of systems and the use of technology prohibited a far greater service role to be employed, I began Radius Marketing.

Radius Marketing was technically very astute and engineered to be very flexible, our ability to write tailored software in-house which in turn communicated with our telecom and database systems defined our ability to make more of the relationship for our clients.

Radius Marketing was a small independent below the line DM and call centre agency, specialising in direct mail, contact centre and database management. Based in Northampton, Radius offered clients inbound / outbound call centre applications along with fulfilment, data management, coupon and data entry as well as specialist services of Training and Consultancy.

Employing over 55 people Radius enjoyed an enviable client list.



Client Services Manager - TML (part of Euro RSCG) – (Dec 94 – June 95)- Contract

Through the line direct marketing agency group. Responsible for the development of client campaigns, account team development and new business pitches. TML's main focus was the development and launch of brands; this included the CSA, Daewoo Cars and Orange. As client services manager, it was my role to ensure the smooth running of client accounts through an account management structure, the development of client relationships and the profitability of the relationship.

Consultant - Merit Direct – (Oct 93 – Dec 94)

Joined as an account director for the automotive and financial services sector. This role led to being invited to join in the start-up of Merit Consultancy. The role of the Consultancy practice was to provide solution based sales outside of traditional call centre applications and provide a service for clients who wished to take tele-business solutions in-house. It was my role to seek new business and deliver: Hit sales target 1st year.

Call Centre Manager - Programmes UK Ltd (Merchants) – (June 89 – Sept 93)

Initially joined Programmes as a VDU operator working part-time while studying, took several roles within the organisation including account management, list management, skills and development manager and finally as call centre manager responsible for the Corby and Wigan Call centre sites. Corby provided 110 outbound operators whilst Wigan had over 300 operators and was primarily used for Inbound applications.


Education

10 ‘O’ Levels, 3 ‘A’ Levels, BA Business Studies

Skills

An experienced senior operational team member. Excellent communication and presentation skills and an innovative and entrepreneurial manager. Strong ability to deal with complex issues, yet creative and commercially astute.

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