LINDA MATTHEWS
Chester
Summary
Diligent professional services delivery manager with a proven track record of enhancing customer satisfaction through innovative solutions. Skilled in motivating customer service teams to improve Net Promoter Scores, reduce complaints, and drive business growth. Strong communication and organizational abilities complement extensive analytical expertise in problem-solving. Experienced in multi-tasking, leading discussions, and managing projects effectively.
Overview
30
30
years of professional experience
Work history
Contract Delivery Manager
Openreach
2025.03 - Current
- Role Model and represent Openreach
- Extensive Product knowledge covering Openreach product portfolio confident with customer interaction and delivery requirements
- Engaged with external and internal stakeholders to facilitate development and delivery of key customer initiatives delivering over 60 projects for key customers.
- Cultivated environment to encourage continual process improvements
- Developed new employees and on-going performance assessments to maintain high-quality customer service
- Capitalised on upsell opportunities with new and potential customers
- Strategised long-term business needs and drove customer feedback for process improvements
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes
- Handled complaints, providing appropriate, timely solutions, following up to ensure continued improvement.
- Led cross-functional teams to deliver top-notch customer service experiences.
- Boosted employee morale with motivational team building activities.
Customer Experience Manager
Openreach
2017.09 - 2025.05
- Ensure delivery deadlines are exceeded
- Ensure customer expectations are exceeded
- Responsible for delivering solutions to customer requests
- Responsible for creative Project Management
- Maintain a positive customer relationship ensuring customers are kept informed at all times
- To coach and develop new team members to achieve
- To use customer feedback to improve service delivery
- Championed development of new services to improve operational output and meet KPIs
- Analysed customer feedback and trends to drive process improvements
- Displayed ethical behaviour in line with code of conduct to set positive example for employees.
- Assessed employee performances regularly, providing constructive feedback where necessary for continuous improvement.
Service manager
BT Wholesale
1996.11 - 2017.09
- Responsible for 12 Sales Executives
- Coach and develop a team to exceed Sales Targets
- Developed robust client relationships for improved business growth.
- Led team meetings to set performance goals and review progress regularly.
- Implemented a new feedback system for more efficient performance reviews.
- Reviewed operational policies periodically for improvements in efficiency and effectiveness.
- Managed customer complaints for improved business reputation.
Education
Comprehensive School
Ellesmere PortSkills
- Exceptional interpersonal communication
- Adherence to high customer service standards
- Engaging leadership style
- Product knowledge
- Customer Relationship Management Software (CRM)
- Escalation management
Interests
Additional Information
, I have a fantastic family, I love fashion, being outdoors and dogs
Timeline
Contract Delivery Manager
Openreach
2025.03 - Current
Customer Experience Manager
Openreach
2017.09 - 2025.05
Service manager
BT Wholesale
1996.11 - 2017.09
Comprehensive School