Bevis Bowles-Bray

Key Responsibilities

• Create and deliver Insight strategies for all public and private sector clients.
• Lead Insight initiatives to improve cost-efficiencies and customer outcomes.
• Communicate actionable insight to C-suite level stakeholders.
• Manage & mentor a team of Insight and BI Analysts.
• Foster innovation by encouraging creative problem solving.

Key Achievements

• Led the team to winning 'Reporting Team of the Year' after 12 months in the role.
• Recommended over £8mil in annual savings for our clients.
• Actualised over £3.3m in annual savings for our clients.

Key Responsibilities

• Identify continuous improvement opportunities for upwards of 13 unique lines of business for the premier high street retail chain.
• Report data to influence key stakeholders and inform key business decisions on a weekly, monthly and quarterly basis.
• Accountable for driving customer experience improvements in conjunction with internal KPI measurements to consistently achieve CMSR scores in excess of 95%.
• Devise and lead operational changes to generate significant positive change.

Key Achievements

• A change proposal I identified and put forward reduced over 16,000 worked hours, with annual savings surpassing £180k
• I Identified a process error resulting in inaccurate reporting to a client; reviewed the root-cause analysis, provided solution and tracked change after completion, providing an improvement in CMSR measure across campaign.
• Proposed a change to a workflow process to streamline CX, which was adopted by three geo-locations (Philippines, Morocco, UK), affecting 1k+ frontline associates, and with a cost-save proposition of circa £500k annually.
• I have supported over 18 projects which have all delivered significant positive change to the client, with my role involving high-level reporting, stakeholder management and general project support.

Key Responsibilities

• Team management within a customer contact centre, accountable for a team of between 16-20 associates.
• Identify skills and performance gaps to provide resources and additional training.
• Track KPIs and create individually tailored continuous improvement plans.
• Analyse and develop service goals for an in-bound call centre.

Key Achievements

• Recommended a change to associate work flexibility, resulting in introduction of flexi-time. This led to reduction in absence and lateness and improved attrition.
• Interpreted coaching trends to identify universal pain points on the campaign. Used this detail to implement a training review which resulted in new training programs.
• Improved overall team performance from achieving 56% KPI achievement to consistently between 90-95%.

Key Responsibilities

• Ownership of escalated customer issues and follow through to resolution, handling upwards of 20 escalations each day.
• Coach Frontline associates to provide real-time learning adjustments.
• Recognise issues and implement corrective actions for continual process and CX improvement.

Key Achievements

• Significant reduction in Goodwill payments required, averaging less than £5 per case.
• Asked to deliver team coaching to upskill peers in areas including emotional intelligence, rapport building and general best-practice.

Key Responsibilities

• Answer user questions about hardware and software operation to help resolve problems.
• Increase client retention by building instant rapport and establishing customer trust.
• Use problem-solving and communication skills to appease dissatisfied customers.

Key Achievements

• Improve call metric standards to exceed performance KPI targets, frequently exceeding set FCR target of 80%, and Voice of Customer target of 4 out of 5.
• Frequently came top of internal leader boards measuring positive customer impact.

• Train junior agents on customer service excellence, boosting customer satisfaction rates.
• Act as first point of contact for customer issues and queries.
• Deliver telesales scripts clearly to engage callers with relevant service information.