Summary
Overview
Work History
Education
Skills
Timeline
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Anne Chadwick

Anne Chadwick

Senior Director, Global Customer Success
Sheffield

Summary

I am an innovative and experienced head of Global Customer Success with over 20yrs of leadership experience. I am a confident communicator and strategist with strong commercial awareness. I have an abundance of skills in working cross-functionally with Sales, Ops, Product Management, Marketing and Engineering. I quickly form and maintain strategic partnerships while utilising data and analytics to propel growth, focusing strongly on automation. I have a genuine passion for coaching and leading teams. This was clearly demonstrated within my first six months at Codility, where I took the team from the least engaged in the company to the most engaged and highest performing. I thrive on complex commercial conversations, creating strategy and a true love for bringing value to customers and retaining their business long term. In addition to the listed skills, I am driven and tactical, with extensive experience building strong client relationships across cultures and geographies. I have a consistent track record of increasing customer satisfaction and product adoption.

Overview

21
21
years of professional experience

Work History

Senior Director, Customer Success

Codility
Remote
01.2021 - Current
  • Of Customer Services, Administration, Dealer Support, Reception, GAP Claims, Retentions, Business
  • Development and an ISO 9001 specialist for a large insurance company (after market car warranty)
  • Responsible for managing, coaching and developing eight great customer focused teams consisting of around 20 people including two team leaders, all teams providing consistent, high quality, pro-active support to customers and clients respectively
  • Extensive coaching and development experience using SMART and GROW models
  • KPI setting experience
  • Setting and monitoring team targets whilst managing resources and work load
  • Monthly 1-1's and 6 monthly appraisals
  • Strong experience in managing both internal and external SLA’s
  • Excellent report writing skills
  • Responsible for recruitment and selection
  • Responsible for managing the grievance procedure and any disciplinary issues for two departments
  • Overall responsibility for the FCA reportable complaints received verbally, by post and by email
  • Rota management experience
  • Claims management experience
  • Experience of managing a retentions team as well as an outbound diary setting team
  • Responsible for department compliance of ISO 9001 procedures, of Customer Services for a large insurance company (after market car warranty)
  • Responsible for managing, coaching and developing two great customer focused teams consisting of around 15 people including two team leaders, both teams providing consistent, high quality, pro-active support to customers and clients respectively
  • Extensive coaching and development experience using SMART and GROW models
  • KPI setting experience
  • Setting and monitoring team targets whilst managing resources and work load
  • Monthly 1-1's and 6 monthly appraisals
  • Strong experience in managing both internal and external SLA’s
  • Excellent report writing skills
  • Responsible for recruitment and selection
  • FSA Compliance management experience for both customer service and claims departments
  • Coordinated process of document standardisation to retain ISO 9001 standards
  • Policy and procedure creation and implementation of best practices
  • Increased retention rates by 21% over a 6 month period
  • Implemented an incentive based system for the claims team, which has shown a 14% rise in correctly administered claims
  • Responsible for managing the grievance procedure and any disciplinary issues for two departments
  • Overall responsibility for the FSA reportable complaints received verbally, by post and by email
  • Rota management experience
  • Utilized customer feedback to inform changes and improvements to customer success plans.
  • Drove strategic improvements to enhance operational and organizational efficiencies.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Improved customer experiences to increase renewal rates, reduced churn and enhanced support services.
  • Revamped operational plans to refocus staff and align processes with business objectives.
  • Directed design and execution of business transformation initiatives to drive performance, profit optimization and growth opportunities.
  • Led development of business operation processes and policies.
  • Created and maintained comprehensive customer success documentation for internal and external use.
  • Generated reports and communicated results to stakeholders to provide insights into customer success.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Managed revenue models, process flows, operations support and customer engagement strategies.
  • Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.

Manager, Customer Success

Deltek
Remote
01.2015 - 01.2021
  • For a medium sized Internet Service Provider
  • Responsible for managing four teams of technical support advisors from 1 st line through to 4 th line with three team leaders as well as a Business Customer Support Department
  • Responsible for the department through my leadership becoming shortlisted for the first time for, two ISPA awards for Best Consumer Customer Support and Best Business Customer Support
  • Implemented a 24x7 NOC (Network Operations Centre) system and developed this from conception to implementation
  • Heavily involved with the growth of the Support Department
  • Staffing has increased 60% from Sept 2010
  • Extensive people management skills
  • Decreased call volume from 24% to 8% (account activation vs
  • Contacts)
  • Experience of instilling a departmental structure and progression route
  • Fantastic knowledge and sight of customer issues and how to improve the customer experience
  • Experience of managing both a salary and bonus budget for the contact centre
  • Implemented an electronic feedback system used for both customers and staff
  • Experience of KPI and SLA setting
  • Coaching and Development plays a key role in this position
  • Creating and implementing new policies and procedures
  • Understanding of ITIL practices and understanding of change management.
  • Generated reports and communicated results to stakeholders to provide insights into customer success.
  • Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
  • Created and maintained comprehensive customer success documentation for internal and external use.
  • Collaborated with sales and product teams to address customer success objectives.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Onboarded new employees with training and new hire documentation.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Cross-trained existing employees to maximize team agility and performance.
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Managed and motivated employees to be productive and engaged in work.

Head of Customer Service & Administration

Motorway Direct
Sheffield
03.2012 - 05.2014
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Tracked customer service cases and updated service software with customer information.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Managed regulatory complaints team in activities associated with resolution of customer complaints received by federal and state regulators.
  • Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.
  • Assisted with complaint gap analyses and risk assessments.

Head of Support

ASK4
Sheffield
10.2010 - 02.2012
  • Coached employees through day-to-day work and complex problems.
  • Monitored employee and customer interactions to assess quality of service.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Prepared employee schedules for maximum coverage during key hours.
  • Monitored customer service metrics and provided feedback to team members, upholding quality standards.
  • Analyzed customer service data to identify trends, identify solutions and improve customer experience.
  • Managed specialist team to provide technical assistance and customer service.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Customer Service Manager

AA Warranty
Sheffield
02.2002 - 10.2010
  • Resolved customer complaints while prioritising customer satisfaction and loyalty.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Kept accurate records to document customer service actions and discussions in a regulated environment.

Education

Direct I obtained a City & Guilds certificate in General Insurance for the Motor industry. - undefined

Motorway

Skills

Coaching & Developmentundefined

Timeline

Senior Director, Customer Success

Codility
01.2021 - Current

Manager, Customer Success

Deltek
01.2015 - 01.2021

Head of Customer Service & Administration

Motorway Direct
03.2012 - 05.2014

Head of Support

ASK4
10.2010 - 02.2012

Customer Service Manager

AA Warranty
02.2002 - 10.2010

Direct I obtained a City & Guilds certificate in General Insurance for the Motor industry. - undefined

Motorway

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Anne ChadwickSenior Director, Global Customer Success