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Customer Service Director

Work Experience

Dates Employer and address Job Title Main duties
1985 – 1986 Au Pair Childcare
1986 – 1987 Mark Anthony Clothing Receptionist Managing switchboard and reception
1987 – 1988 Olympic Holidays Reservations Agent Making holiday bookings
1988 – 1989 Ladbrokes Racing Trainee Manager Supporting the manager on book-keeping/ shop managment and cashier duties
1989 – 1994 Howmedica International Ltd. Production Planning OfficerMaterials Manager Managing the: ¨ warehouse; ¨ frieght forwarding; ¨ purchasing; ¨ budget of £20m;
1995 – 1997 Air Miles (AMTP)
General Manager, People and Processes ¨
Driving internal efficiencies by automating the sales force for example¨
Running the HR requirements for AMTP at a time of rapid expansion ¨
Establishing process frameworks across HR and other internal management activity.
1997 – 1998
As above
Customer Service Director ¨
Manage expense budgets of £20m plus a sales target of £100m revenue. ¨ Lead a 1200 FTE strong multifunctional customer service centre Covering account enquiry (telephone based), travel booking and sales, fulfillment and payment collection¨ Set up a second site/ virtual call centre facility and an email handling process
1998 – 1999
As above
Director, Leisure Travel Direct ¨
Sponsoring the development and implementation of two new core IT solutions for sales and customer data management

1999 - Present PPP Healthcare Customer Service Director
Manage expense budgets of £20m plus with a claims settlement budget of over £500million. ¨ Lead a 900FTE strong multifunctional customer service centre to meet leading edge service standards (Leadership team of six senior managers and through them 15 CS managers and 70 Team Managers and 750 staff approx)¨ Provision of telephone response (and membership administration service) to 372,520 just SME & personal customers (budgeted population) of PPP healthcare¨ Manage the receipt/ handling of 1,971,932 claims (total payable of approx. £ 780m) and 2,150,976 incoming telephone calls per annum¨ Own the Claims processing outsourcing in Bangalore which will equate to 160FTE and drive further activity into this facility (up to 210 FTE by end 2002).

Education

2 A levels
7 o levels including english and maths
MBA started with Herriott Watt university

Languages

English

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