LIAM MILLAR
Little Stanion
Summary
Experienced leader in call center and FCA-regulated environments, Recognized for achieving exceptional customer outcomes while effectively managing risk. Demonstrates strong leadership through clarity, active listening, and coaching, empowering teams to adapt and grow. Skilled in handling escalations and complex situations, consistently ensuring customer satisfaction and trust in services. Proven ability to identify process improvements and drive meaningful changes in customer journeys and internal operations.
Overview
1
1
year of professional experience
Work History
Customer Success Manager
American Express
remote
01.2025 - Current
- Led a team of 15+ customer specialists, boosting resolution times by 25% and ensuring high satisfaction scores.
- Managed escalations for complex FCA-regulated cases, reducing repeat queries by 30% through proactive ownership.
- Implemented process improvements to close critical service gaps, enhancing first contact resolution rates.
- Delivered coaching initiatives that elevated team performance metrics and fostered a supportive feedback culture.
- Collaborated with operations and product teams to identify trends and escalate issues, influencing feature development.
- Increased customer satisfaction (CSAT) scores by 15% in one year through targeted feedback and support enhancements.
.
- Assisted clients in navigating American Express products and services effectively.
- Resolved client issues by collaborating with internal teams for quick solutions.
Skills
- Account management
- Product development
- Business strategy
- Process optimization
- Team leadership
- Conflict management
- Data analysis
- Customer relationship management
- Strategic planning
- Business growth
- Technology architecture assessment
- Effective communication
- Process improvement
- Conflict resolution
- Project management
Training
- GSCE Business Grade B
- Developing relations between customers
- CMI (Chartered Management Institute)
Languages
French, Beginner
Timeline
Customer Success Manager
American Express
01.2025 - Current
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