STAR Stories Indi

United two clashing teams, implemented CRM and stabilised a stressed digital care function

At Lush, two separate departments with very different microcultures had been merged to form a new digital customer care team. On paper they were “one team”; in reality they were under-resourced, overrun with emails and calls, and still acting like two separate groups. They were working out of a shared Gmail inbox, with no proper...

Skills:

CRM Systems Leadership Coaching analytics Report Design Resource Management
Read more

Rebuilt ISO 9001 from scratch and passed external & client audits

When I picked up ISO 9001, the accreditation had expired and, due to a falling-out with the previous ISO owner (a former employee), most of the ISO documentation had been wiped. We had existing key clients who required ISO 9001 and more key clients onboarding who also expected it. Processes were being followed loosely, but...

Skills:

ISO 9001:2015 Quality Management System consultancy
Read more

Automated 60% of enquiries, hit 4.8 Trustpilot & unlocked ~£300k in shipping savings

At a global e-commerce retailer, the customer operation was heavily reliant on temporary staff during peak periods, which was expensive and slow due to time-to-competence. As a global brand with a large customer base in Germany, communication was also clunky – agents were manually copying and pasting into Google Translate to respond. The company had...

Skills:

3rd party delivery process Apparel analyst Customer Personalisation Customer Service Management customer experience strategy CRM Systems training
Read more

Cutting complaints by 80% & halving churn

When I joined a unique BPO organisation, client churn was high and a lot of complaints related to either billing issues (due to excessive call handling times) or quality. Churn was creeping up to around 4%. Key clients were frustrated and trust was low. We’d already reduced average handling time and cut a chunk of...

Skills:

Behavioural Change Business & Operational Analysis business change Business Change Management & Communication
Read more

Global IT Transition, Operations Takeover & Post-Merger Integration

Client: A global technology and manufacturing organisation specialising in mailing, shipping, and enterprise communications Role: Programme Manager / Head of Infrastructure & Application Operations (via global systems integrator) A global technology and manufacturing organisation specialising in mailing, shipping, and enterprise communications had undergone significant diversification and multiple acquisitions. This resulted in a fragmented global IT...

Skills:

Right-sourcing and Outsourcing IT Service Management & Design It Strategy 3rd party delivery process it operations Operational & Organisational Management ITIL change management IT Transformation TOM (Target Operating Model) Data Centre Management IT Asset Management
Read more
1 2 3 … 71