Mark Higgins
Dundee
Summary
Accomplished professional with expertise in change management and performance optimisation, driving business development through effective customer relationship management and process improvement strategies. Proven track record in fostering cross-functional collaboration to achieve operational excellence and service delivery optimisation. Skilled in LEAN manufacturing, talent development, and building high-performing teams, with a focus on continuous improvement and strategic growth.
Overview
22
22
years of professional experience
3
3
years of post-secondary education
Work history
Head of Customer Operations
Culligan UK Ltd
Wolverhampton, West Midlands
01.2023 - Current
- Facilitated collaboration between over 60 staff across customer experience and operations departments.
- Reduced daily customer contacts by more than 150 through refined processes and communication tools.
- Boosted operational efficiencies and decreased backlogs by over 20% through effective planning and resource access.
- Increased remote resolution rate, positively impacting overall business rating by implementing fault-finding processes.
- Managed various acquisition integrations, including staff and customers whilst maintaining customer service levels
Head of Operations
Waterlogic UK Ltd
Wolverhampton, West Midlands
11.2019 - 01.2023
- Directed daily operations, managing over 150 staff for seamless business continuity.
- Formulated strategic plans that drove company growth and expansion.
- Streamlined internal processes by implementing innovative operational strategies.
- Conducted employee training programmes to enhance skill sets and productivity.
- Introduced cost-saving measures that significantly reduced overheads.
- Oversaw facility upgrades to ensure compliance with safety regulations.
- Coordinated cross-departmental initiatives aligned with overall business objectives.
- Prioritised client satisfaction through delivery of high-quality services.
General manager
Cameron Water Ltd
Hamilton, Lanarkshire
07.2012 - 11.2019
- Implemented rigorous financial controls, improving overall profitability.
- Built high-performing teams to achieve organisational objectives.
- Established a positive work environment which promoted staff morale and productivity.
- Improved staff retention with robust HR policies and procedures.
- Defined company direction through careful strategic planning.
- Successfully negotiated contracts with suppliers to reduce costs.
- Oversaw all aspects of the business from sales & marketing to operations, ensuring smooth running of the organisation.
Sales Manager
Cameron Water Ltd
Hamilton, South Lanarkshire
01.2006 - 07.2012
- Drove revenue growth by identifying and capitalising on emerging market trends.
- Coordinated promotional campaigns to enhance brand visibility.
- Managed key accounts, ensuring consistent revenue generation.
- Negotiated lucrative contracts to secure long-term client commitment.
- Cultivated strong relationships with suppliers to facilitate smooth operations.
- Supported front-line sales teams with effective administrative coordination.
- Propelled company towards achieving KPIs through strategic planning and execution.
- Analysed multi-source data to establish competitive sales and delivery terms.
Telesales Executive
Cameron Water Ltd
Hamilton, Lanarkshire
05.2004 - 01.2006
- Cultivated strong customer rapport to enhance telesales promotions.
- Utilised persuasive techniques to convert enquiries into sales effectively.
- Achieved individual monthly targets consistently while maintaining service quality.
- Maintained comprehensive knowledge of products to support successful telesales pitches.
- Conducted follow-up calls to strengthen relationships and improve retention rates.
- Provided personalised solutions tailored to client needs, fostering long-term business relationships.
- Managed incoming direct sales enquiries via phone, website, email, and referrals.
Education
Bachelor of Science - Construction Management
University of Strathclyde
Glasgow 09.1998 - 06.2001
Skills
- Change management
- Performance optimisation
- Customer relationship management
- Business development
- Process improvement strategies
- Cross-functional collaboration
- Operational excellence
- Talent development
- High-performing teams
- Service delivery optimisation
- LEAN manufacturing
Timeline
Head of Customer Operations
Culligan UK Ltd
01.2023 - Current
Head of Operations
Waterlogic UK Ltd
11.2019 - 01.2023
General manager
Cameron Water Ltd
07.2012 - 11.2019
Sales Manager
Cameron Water Ltd
01.2006 - 07.2012
Telesales Executive
Cameron Water Ltd
05.2004 - 01.2006
Bachelor of Science - Construction Management
University of Strathclyde
09.1998 - 06.2001