General Manager - Customer Service & Documentation
CMA-CGM (UK) Shipping Limited
مجموع سنوات الخبرة :23 years, 5 أشهر
Responsible for Customer Service & Documentation for the UK
Responsibility for the delivery of a strategic Road Map & Project Lifecycle for the development and continuous improvement of our customer service teams. Our objective is to improve profitability through reduction of waste, improved efficiency, enhanced training and personal development, ultimately leading to reduced customer effort and increase in our customer’s willingness to recommend as their business partner of choice.
Working within a framework of 4 strategic pillars of Build the Foundation, Care for Customers, Manage for profit & Network Optimisation and Finish the Foundation I have created a number of initiatives to support these which include
• Build the right team - from competency based recruitment models to personal development plans, training development for soft skills and career development, Rewards & recognition.
• Improved Customer Communication - Development of communication & process dependency models, Issue Resolution tools, e-mail management with the objective of first contact resolution, disputes resolution and reduction in communication per loaded booking
• Improved Vessel Utilisation with a focus on reduction of downfall, improved container yield, cargo readiness, and vessel reconciliation.
• Customer Experience & Customer effort - through creation of an environment that leads to our customer care teams to become trusted, caring and empowered demonstration ownership, accountability and responsibility.
The objective is to deliver these through changes in culture & Leadership, Customer Strategy, Processes & Systems and Measurement. The measurements are supported by Line of Sight, Visual Management Systems, Operational Performance Planning and Review and Business Performance Planning and Review.
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Founder and Owner of the brand 'Åtta Råttor' or in English 8 Rats as a concept for fine dining and entertainment. As Owner responsible for full P & L, Staff, book keeping. Design of the concept and marketing the concept.
Developed global strategic leadership plans to improve client relations. Mapped and directed continuous global support strategies for customer service processes. Oversaw development, maintenance and reporting of global KPI benchmarks. Led design, development, implementation and maintenance of supportive and integrated tools to ensure optimum delivery of new and existing customer service strategies. Served as primary point-of-contact for key business stakeholders in operations, sales, finance and information technology.
Key Highlights:
• Increased customer satisfaction rating from a 3.6 to 5.8 (out of 9.0) through analysis and modification of customer service processes.
• Directed support to 17 Area Managers and 6500 customer service staff.
• Developed, implemented and managed global customer service strategy.
• Directed of Global Customer Service System and its $6M (U.S.) annual budget.
• Improved operational effectiveness through process alignment of business units for operations, sales, documentation and logistics.
• Directed multicultural and multidisciplinary teams during rollout of new business strategy for Europe, North America, Asia and Oceania.
Director for Service Delivery & Customer Service, Sub-Saharan Africa • 2003-2005
Directed day-to-day operations of cargo management and global client relations. Coordinated process outsourcing with Shared Service Centres. Managed IT development and strategy for Area. Monitored key metrics and KPIs for each country under leadership to ensure maximum operational effectiveness and benchmark Line and Logistics service delivery performances. Oversaw cargo claims handling and dispute management. Ensured implementation of best practices within service delivery from Centre into Area. Performed process analysis to continually uncover and implement opportunities for improved service delivery.
Director for Service Delivery & Customer Service Key Highlights:
• Drove African global internal metrics score/ranking from 17th to 3rd.
• Improved efficiency through integration of service delivery processes across countries and/or businesses.
• Directed offshore order handling processes for 43 countries and 2 global service centres.
• Lowered costs by outsourcing business processes from Area to Shared Service Centres.
• Ensured consistency of operations and maximum output with lowest cost by performing regular service delivery output audits within Areas and Shared Service Centres.
Provided overall direction for establishing web presence to market and promote company to support division strategies and meet financial benchmarks. Worked with stakeholders to define and implement e-commerce strategy to provide positive impact on sales and margins. Performed analyses of e-commerce data to make appropriate and timely decisions based on emerging customer/business trends.
Key Highlights:
• Increased customer support by establishing e-centres for internet service support.
• Developed and directed implementation strategy for customer requirements, design and implementation of service modules for www.maerskline.com.
Developed business team with senior management to create strategy to establish and provide industry-leading service for European air travel market. Set division strategy to meet or exceed revenue goals. Coordinated teams across time zones and departments. Prepared detailed project plans, project reports and summaries. Facilitated cross-functional, intra-department and inter-department communications.
Key Highlights:
• Coordinated roll-out initiative for self-service passenger check-in for all 17 KLM airports.
• Assisted in start-up initiatives for Buzz, a price-efficient airline servicing flights throughout Europe.
IBM AS/400 Systems Management Finance for Non-Financial Managers European Computer Drivers Licence IBM RACF Systems Security Management Lotus Notes Consultant Training for Trainers Facilities Security Coordinator (U.S. Government-Approved) Philip Crosby Quality Education System - Consultant IATA Fares & Ticketing Texas Instruments Information Engineering Media Response Training Disaster Management Training Business Process Mapping & Management (Maersk Methodology)
We were the first full group from A.P. Moller - Maersk used to ensure the suitability of the programme for future selected emplyees. Our success ensured that the it is now and intergral part of the Customer Service Director education.
General UK High School Education