Neil Toms

• Assisted with service design and supported implementation of new services.
• Managed relationships and performance of external suppliers and required resources.
• Sought customer feedback regularly, identifying areas of improvement and sharing with team.
• Identified, tracked and managed risk, proposing remedial activities and plans to prevent service failure.
• Major Incident management
• Achieved increased customer retention rates through active listening and genuine engagement.
• Drove continuous improvement, analysing customer feedback to identify trends and gaps in service offering.
• Enforced ITIL practices to offer best service.

• Administered first aid, reporting incidents and near misses when required.
• Welcomed new and returning clients, cultivating inclusive space.
• Evaluated clients' abilities and tailored recommendations accordingly.
• Offered exercise variations to support participants with injuries and specialist needs.
• Developed high-quality training programmes using up-to-date health, fitness and nutrition knowledge.
• Demonstrated safe equipment use for minimised risk of injury or damage.
• Built positive relationships with clients to encourage continued class attendance.
• Still teach on a voluntary basis with my local dive club.

* Devised and implemented improvements to service procedures, improving customer satisfaction scores.

• Built firm but respectful relationships with staff, leading by example and providing continued encouragement for high levels of motivation and satisfaction.
• Resolved complex issues with strong analysis and investigations.
• Offered out of hours support and liaised with technical teams to restore services.
• Used data-driven strategies to improve quality of customer interactions.
• Built meaningful client relationships using multi-channel approach.
• Oversaw large client portfolio to reach company targets.
• Mitigated risks with proactive planning and targeted solutions.

• Managed relationships and performance of external suppliers and required resources.
• Sought customer feedback regularly, identifying areas of improvement and sharing with team.
• Identified, tracked and managed risk, proposing remedial activities and plans to prevent service failure.
• Conducted robust and sustainable supplier performance management to guarantee ongoing best practice delivery.
• Drove opportunities for new and additional work with existing customers.
• Drove continuous improvement, analysing customer feedback to identify trends and gaps in service offering.
• Awarded top performer for 3 years continuously at Vodafone.
• Successfully delivered a new solution to stabilise a UK contact centre and reduced outages by 65%

• Maximised communication and transparency between clients, internal departments and stakeholders.
• Enhanced project transparency and accountability with rigorous evaluation and record-keeping.
• Maintained project schedules by managing deadlines and adjusting workflows to suit.
• Procured resources and supplies to facilitate smooth project execution.
• Implemented change control processes, minimising scope creep and cost overruns.
• Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
• Fostered positive employee relationships through communication, training and coaching.
• Led performance reviews and tailored employee feedback to facilitate professional development.

• Assessed learners' driving knowledge and ability and adapted lessons accordingly.
• Delivered lessons and lectures on UK road regulations to build foundational understanding of safe driving.
• Maintained awareness of current exam material and procedures and evolved lesson plans to reflect changes.
• Built bespoke, strategic lesson plans, tailored to individual student ability and development.

• Provide customer feedback to internal teams and developers to improve products and services.
• Produced daily, weekly and monthly reports to increase team productivity.
• Facilitated high-quality service desk operations, applying best practice methods aligning with ITIL framework.
• Attended service liaison meetings with customer representatives to raise awareness and update policies and strategies.
• Identified skills and performance gaps to provide resources and additional training.
• Utilised ticketing system to track timeline and resolution of problems.