Melissa Coward

Programme Manager

• Redesign of customer communications, reducing pre-delivery contact rate from 25% to 19%.
• Introduced a self-service portal, enabling customers to view orders, change delivery dates, and make payments, resulting in a reduction of over 500 payment contacts per month.
• Launched and promoted customer live chat on web and through communications, improving support efficiency.
• Redeployed tasks to retail, enhancing the customer experience for retail contacts.
• Increased Net Promoter Score (NPS) by 6 points over 12 months, reflecting business-wide improvements.
• Boosted Customer Satisfaction (CSAT) scores through process optimization and enhanced customer experience.

Root Cause Analysis

• Conducted root cause analysis (RCA) on numerous topics to ensure business adherence to core policies and processes and to enhance customer journey experiences.
• Engaged with business owners to share RCA findings and provide improvement recommendations. For instance:
  - Identified that a high proportion of failed deliveries were due to outstanding order balances.
  - Initiated customer communication reminders to inform customers that their delivery could be delayed if their balance was not cleared, resulting in a 30% reduction in failed deliveries due to non-card/cash payment.

Process Design

• Facilitated the development and implementation of processes and process improvements, enhancing operational efficiency.
• Managed a continuous improvement program, ensuring sustained progress and innovation.
• Maintained processes with meticulous version control, effectively communicating any changes through appropriate channels.
• Facilitated process workshops to gather insights and promote best practices.
• Developed and maintained process maps and executive summaries, and created User Guides and Standard Operating Procedures (SOPs) to ensure consistency and clarity.
• Established a central process repository to streamline access and ensure process documentation is up-to-date and easily accessible.

User Acceptance Testing (UAT)

• Instrumental in ensuring testing in all functional areas was completed before any go-live dates, guaranteeing smooth deployments.
• Supported business areas in writing comprehensive UAT scripts, enhancing test coverage and accuracy.
• Actively participated in UAT, providing critical insights and feedback to ensure the final product met business requirements and customer expectations.

Responsibilities and Achievements:

• Coaching and Training: Coached and trained inbound call and admin teams to ensure excellent performance and customer satisfaction.
• Recruitment: Recruited call centre staff, ensuring the right fit for the team and company culture.
• Team Management: Managed a team of approximately 12 members, fostering a collaborative and productive work environment.
• Customer Service Delivery: Consistently delivered first-class customer service, enhancing the overall customer experience.
• Staff Absence Monitoring: Monitored staff absence, ensuring adequate coverage and minimal disruption to service.
• Capability and Conduct Monitoring: Conducted capability and conduct monitoring in line with company policy to maintain high standards.
• Senior Management Meetings: Held regular meetings with Senior Managers to discuss and report on the performance of the customer service centre.
• Action Plans: Developed individual and team action plans to drive performance improvements and achieve targets.
• GDPR Implementation: Implemented GDPR processes within the department, ensuring compliance with data protection regulations.

• Managed high call volume while maintaining professional demeanour and excellent service quality.
• Maintained detailed notes of each interaction in the CRM system which allowed seamless follow-ups when necessary.
• Enhanced customer satisfaction by addressing and resolving concerns in a timely manner.
• Served as a mentor for new hires, sharing expertise on best practices for successful customer interactions.

• Navigated multiple software programs simultaneously to efficiently assist customers with their inquiries.
• Exceeded performance metrics consistently, contributing to the team''s overall success.