As an experienced Senior Manager within large scale operations I have significant proven ability in the delivery of service excellence. I lead by example with exceptional standards of professionalism and expectations of myself and my team. I recognise, demonstrate and promote the effective development of people for the motivational benefits to individuals, the delivery of an excellent
As an experienced Senior Manager within large scale operations I have significant proven ability in the delivery of service excellence. I lead by example with exceptional standards of professionalism and expectations of myself and my team. I recognise, demonstrate and promote the effective development of people for the motivational benefits to individuals, the delivery of an excellent customer experience and the positive benefits of these upon any business. My understanding of operational processes and my ability to implement effective change promote continuous improvement alongside the strategic direction of any business.
HR Services Contact Manager @ From March 2014 to Present (1 year 10 months) North Hub Manager @ From June 2013 to March 2014 (10 months) Corporate Services Operations Manager @ Responsible for service delivery for all Balfour Beatty Workplace Corporate Service contracts operating from the National Operations Centre, (NOC), at Salford Quays. Delivering a high standard of service to more than 10 significant clients, including the Mayor’s Office of Policing and Crime (the Metropolitan Police), the BBC, HMRC, and BUPA. The NOC receives job requests from a variety of contact media, and responds to these requests through the successful deployment and management of the requests through to completion of the work required. From July 2011 to May 2013 (1 year 11 months) Customer Service Manager @ I had responsibility for the 24/7 Customer Response Centre operation, comprising a team of 8 Team Managers delivering Group support services and numerous third party client Helpdesk services. Ensuring that the Response Centre delivers performance against all KPI’s, I have introduced practices to support this delivery, which have been successful. I also completed regular review meetings with major clients covering performance in Customer Service, quality and telephony service levels.
Restructured Customer Response Centre to deliver consistent high service performance.
Introduced resource and management practices to support service improvements.
Raised profile and perception of service offered to internal clients through service delivery.
Introduced new Third Party business into the Customer Response Centre.
Specification for Customer Response System development.
Implementation and development of this system to deliver improved services and efficiencies.
Regular internal and external client meetings, developing process changes and improvements.
Responsibility for the Enterprise Group’s Institute of Customer Service Corporate Membership. From January 2008 to May 2011 (3 years 5 months) Contact Centre Manager - Environment On Call @ I was responsible for directing the Management Team in line with organisational objectives and the performance management of their teams. I had overall accountability for delivering these objectives; customer satisfaction, telephony service levels and driving efficiencies through the development of agent skills and process re-engineering.
Management of an annual Operational budget of £1.05 million
Negotiated with unions for change to contracts of employment to support service delivery
Introduction of key performance indicators for Team Managers to support performance management and the development of their teams
Established structured resource management practices for effective performance delivery
Re-structured the contact centre to support the introduction of multiple new services to the operation
Implemented regular review meetings with Service Managers to identify efficiency improvements
Improved contact centre agent efficiency by 17% From October 2006 to January 2008 (1 year 4 months) Customer Service Manager @ As the direct operational liaison for twenty-five key business partners I was accountable for delivering the service performance expectations of each client. By ensuring the effective training and understanding of my staff in my business area, I successfully managed the average claim cost within a forecasted budget. I implemented a structure that increased business profitability, whilst delivering customer and client expectations, through my understanding of performance maximisation and the use of management software and call frequency data. I directly managed 15 Team Managers and oversaw the management and development of their teams, comprising more than 200 Claims Co-ordinators. From February 2001 to October 2006 (5 years 9 months)
Calthorpe Park, Fleet, Hampshire Adam Monk is skilled in: Performance Management, Change Management, Operations Management, Recruiting, Management, Process Improvement, Strategic Planning, Training, Call Centers, Contract Management, Customer Satisfaction, Customer Experience, Business Process, Service Delivery, Budgets
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