Summary
Overview
Work History
Education
Skills
EARLY CAREER ACHIEVEMENTS
Early Career
Timeline
Generic

Nigel Channon

Plymouth

Summary

Experienced Director of Customer Service adept at managing large, multi-site onshore/offshore operations. Demonstrates strong leadership, operational excellence, and business acumen across diverse industries. Committed to improving service delivery, quality, and customer satisfaction while boosting profitability and market reputation. Skilled in leading teams in a fast-paced environment, developing customer service strategies, managing P&L, budgets, and financial reporting. Strong stakeholder engagement and vendor management skills.

Overview

7
7
years of professional experience

Work History

Head Of Site

Outworx
01.2023 - 04.2025
  • Senior point of contact for all operational activities within the site
  • Enable sites Talent and Recruitment Strategy
  • Develop and implement resource planning, efficiency, productivity and quality strategies
  • Oversee all maintenance and security of the site

Contact Centre Director

Starlink
08.2023 - 09.2024
  • Engaged on a year contract to lead and improve contact centre operations for inbound customer service for voice and non-voice channels and outbound sales.
  • Priorities the Improvement of the Business to Business operation which was significantly under performing
  • Improve customer and employee satisfaction.
  • Reduce contractual penalties for performance failures to the client.
  • Develop management skills and capability for members of the management team.
  • Review and improve operational process for all departments.
  • Analyse and maximise staffing levels to better fit the customer contact profiles for a multi-language 24/7 365 day operation.
  • Increase sales
  • Key Achievements:
  • Achieved the highest ever performance metrics across all lines of business and especially in the Business to Business operation to over 90% VOC 95% Quality
  • Reduced monthly penalties from 1.2millionQAR ($330,000) to zero.
  • Improved voice of the customer scores from 68% to 83%.
  • Reduced unauthorised absence from 3.1% to less than 0.3%.
  • Improve outbound Sales by 20%
  • Relocated the Contact centre across the city with no operational down time or reduction in performance.

Head of Customer Service

CCI
04.2021 - 10.2022
  • Onboarded by CCI to lead strategically significant contracts including T-Mobile, Altice Telecoms, Flair Airline and interim Government clients throughout South Africa and Kenya.
  • Undertook accountability for a multi-site, multi-lingual team of >2,000 staff; developed and motivated the team to improve customer service experience and facilitated organic growth.
  • Showcased call centre operations excellence through continuous delivery of all contract deliverables to showcase performance success to contract partners during onsite visits.
  • Developed and re-engineered service procedures, policies and standards to ensure a unified customer service experience.
  • Key Achievements:
  • Led the significant expansion of the South African call centre service function, increasing operatives from 120 to >900 FTEs in 5 months.
  • Set up and delivered a Covid-19 support line of 120 FTEs and management of 3 regional service; creating non-clinical responses to callers in 4 national languages.
  • Won T-Mobile Global Partner of the Year (2021) and Agent of the Year (2021) as a most successful ramp-up of delivery of call centre operations.

Head of Operations

Sitel
10.2020 - 03.2021
  • Engaged to manage the UK Covid-19 Track and Trace Government mandate to identify citizens who caught Covid-19 or were in contact with infected persons.
  • Led a team of 5000 work-from-home call centre operatives throughout the UK, Portugal and the Philippines; directing unified customer experience and alignment with contract deliverables.
  • Created fluid process mapping due to changing Government requirements, aligning areas of responsibilities for call centre agents to ensure agreed SOPs.

Consultant - Global Operations

Vodafone
01.2018 - 08.2020
  • Undertook responsibility for Vodafone’s Consumer Internet of Things (CIoT) product call centre operations; with 140+ multi-lingual agents.
  • Managed a first-line customer service support team for the UK, Germany, Ireland, Greece and South Africa. Undertaking accountability for second-line support and vendor management.
  • Lead the cost improvement and reorganisation strategy; relocating the second-line team from Budapest to Cairo to increase operational coverage by 30% and reduce overheads by 10%.
  • Increased NPS score improvements from +10 to +46 in 6 months.

Education

Prosci (ADKAR) Change Management Practitioner -

01.2017

City & Guilds, Mechanical Engineering - undefined

Princess Marina College

Six Sigma Project Management Practitioner - undefined

01.2010

Skills

  • Client relationship management
  • Process optimization
  • Client service delivery
  • Continuous improvement initiatives
  • Effective team leadership
  • Strategic business oversight
  • Performance reporting
  • Profit and loss management
  • Stakeholder collaboration
  • Customer experience strategy
  • Supplier relationship management
  • Proficient in outbound sales

EARLY CAREER ACHIEVEMENTS

  • The Royal Mint: A key player in setting up and delivering a customer service strategy as part of the new £1 coin launch throughout the UK. Attaining streamlined customer contact channels, smooth consumer processes and customer-centric culture.
  • Walt Disney Company: Owned the Customer Service workstream as part of the first proof of concept of Disney Live (now Disney+) outside the USA. Managed outsourced operations of 120 call centre staff; process and product improvements for a market-leading total customer experience.
  • Tesco Plc: Built and managed a 200+ strong Tesco tech support function, including call handling and back-office teams. Strengthened the team to an in-house operation, removing the need for third-party provider services. Reduced returned products by £9m per annum.

Early Career

  • 04/2017 – 12/2017: Planned career break (parental leave)
  • 09/2016 – 03/2017: The Royal Mint: Interim Head of Customer Experience
  • 07/2015 – 10/2016: Walt Disney Company: Head of Contact Centre
  • 08/2008 – 07/2015: Tesco Plc: Head of Technical Support
  • 03/2004 – 07/2008: IBM/Virgin Media: Head of Site

Timeline

Contact Centre Director

Starlink
08.2023 - 09.2024

Head Of Site

Outworx
01.2023 - 04.2025

Head of Customer Service

CCI
04.2021 - 10.2022

Head of Operations

Sitel
10.2020 - 03.2021

Consultant - Global Operations

Vodafone
01.2018 - 08.2020

City & Guilds, Mechanical Engineering - undefined

Princess Marina College

Six Sigma Project Management Practitioner - undefined

Prosci (ADKAR) Change Management Practitioner -

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Nigel Channon