Chris Brogan
VP Customer Operations
Thornton Heath
Summary
Results-driven VP with 15 years' experience aligning systems with business needs and regulatory requirements. Expertise in team leadership, problem-solving, and customer relations. Experienced in creating and product managing tooling, automations and well as implementing deflection and self-serve strategies. Proven track record of driving performance and boosting employee engagement through training and morale-building.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
VP Customer Operations
Token.io
London, England
01.2023 - Current
- Increased company growth through collaboration with customers and banks to improve overall product conversion rates and customer satisfaction.
- Hired team from scratch and implemented leveling development framework for each team member
- Implemented self-serve strategy to reduce and automate incoming tickets.
- Identified opportunities to improve business process flows and productivity through tooling and automation.
- Established performance KPIs and OKRs for department and provided methods for reaching milestones.
- Set up BPO for the Support and Risk teams
- Mitigated regulatory risks by overseeing adherence to Financial Crime regulations.
Head of Client Operations
TrueLayer
London, England
04.2019 - 01.2023
- Created yearly and quarterly strategy for the Global Client Operations team
- Improved customer journey maps by implementing service design
- Setup international end-to-end Client Operations function from scratch from strategy to execution.
- Develop deflection strategy to reduce incoming contacts (Ex: Help center improvements, automation, tooling)
- Scoped, hired and developed tiered technical and non-technical teams as well as implemented outsourcing. Total team size 55 plus 200 outsourced agents.
- Supplier and vendor management
- Setup and managed KYC and AML function
- Ownership of SMB clients ensuring growth and support
- Increased brand loyalty with repeat clients and NPS by 20 points
- Ensure regular customer contact analysis is complete to optimise team efficiencies
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
Head of Client Operations
Trouva
11.2018 - 04.2019
- Leading and developing customer service teams in London and Lisbon.
- Increased NPS score by 40 points by implementing better customer centric processes.
- Developed QA standards for the team
- Optimising workflows, technology and tools to ensure maximum productivity
- Setting department KPIs, metrics
- Forecasting on headcount and department requirements.
- Identifying new service opportunities and policies or training materials
- Managing department costs and budgets
Customer Operations Lead (EMEA Market)
Snapchat
09.2016 - 11.2018
- Lead the EMEA team for user support, ad review and ad support (25 direct reports)
- Remote management for 3 other global offices (LA, Paris, Sydney)
- Process and new workflow development for product launches.
- Quality assurance development for in-house and outsourced teams.
- Vendor management and training (1000+ outsourced agents)
- Department reviews and development
- Workforce management for all EMEA market
- FAQ management to reduce user contact
- Global service trainer
Customer Service Supervisor
Farfetch
06.2013 - 09.2016
- Acting as UK manager (9 month period)
- Overseeing the UK customer service team and remote management for 2 other teams (Porto, Tokyo)
- Training and coaching team members
- Manage agent quantitative and qualitative performance
- Monitor real-time workload and backlog
- Systems Administrator for ticketing and telephony systems (Zendesk, Natterbox etc)
- Order processing and fraud checking
- Managing Social Media complaints and escalations
Education
Oxford Executive Leadership Programme
Oxford University
Online 11.2021 - 03.2022
Business And Marketing
University Of Essex
Online 01.2014 - 01.2017
Skills
- People Management & Development
Product & Project Management
Data Analysis
Operations monitoring
Accomplishments
Winner of European Customer Centricity Awards 2021
Interests
Timeline
VP Customer Operations
Token.io
01.2023 - Current
Oxford Executive Leadership Programme
Oxford University
11.2021 - 03.2022
Head of Client Operations
TrueLayer
04.2019 - 01.2023
Head of Client Operations
Trouva
11.2018 - 04.2019
Customer Operations Lead (EMEA Market)
Snapchat
09.2016 - 11.2018
Business And Marketing
University Of Essex
01.2014 - 01.2017
Customer Service Supervisor
Farfetch
06.2013 - 09.2016
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