Paul Young
Gloucester,Gloucestershire
Summary
A successful Customer Experience Manager with extensive knowledge of business operating models. Detail-oriented business analyst with talent for evaluating data and making strategic recommendations.
Having worked for major International organizations across a range of disciplines, I have built up an enviable knowledge of proven methodology that increases customer satisfaction, sales, net promoter scores, first contact resolution and staff engagement while decreasing cost to serve through a myriad of transformation strategies. More recently, I have worked as a forecasting & Business analyst manager for Care-First, under the Priory Group.
Overview
31
31
years of professional experience
2
2
years of post-secondary education
Work history
Forecasting & Business analyst manager
The Priory Group
Gloucester, UK
01.2019 - Current
- Responsible for forecasting call volumes, creating staffing schedules, monitoring real-time adherence, and analyzing data to optimize workforce productivity
- Creating reports for various business units
- Tracking and examining call flow, calling patterns, established quality assurance levels, and the rate of call abandonment.
- Highlighted undetected organisational needs to improve business performance.
- Devised and led operational changes to generate significant improvements and measurable results in line with business objectives.
- Uncovered trends and patterns and reported to senior decision-makers.
- Analysed business processes, systems and data to identify opportunities for enhancement and efficiency.
Senior Management Consultant
Limebridge
Sydney / Melbourne, Australia
01.2014 - 01.2018
- Working with major leading organisations throughout Australia, Philippines, South Africa and Europe to improve customer experience and productivity across all sales and service channels including face-to-face, call centre and web
- Identify & analyse opportunities to improve response times, customer satisfaction, sales and cost of delivery
- Responsible for transformational design from strategy through to implementation
- Design and develop customer experience strategies in consultation with front-line agents in order to recommend and execute tailored enhancement solutions
- Mentor a new perception of Companies leadership choices, thinking and decisions
- Assisting with altering the business culture to sustain the kinds of approaches that are demanded in the current service environment.
Sales and Service Manager
Australian Unity
Melbourne, Australia
01.2011 - 01.2014
- Delivered strategic direction to the Sales, Retention and Service contact centres in order to achieve operational targets
- Provided an environment that supported its people to deliver superior service along with promoting a strong sales focus, ensuring financial and business objectives were met
- Delivered on projects and initiatives including process improvement and other programs of work
- Designed a SharePoint work notes system to ensure staff gave a consistent level of service
- Managing stakeholders across the Retail Fund.
Customer Service Contact Centre Manager
Australian and New Zealand Banking Group
Melbourne
01.2003 - 01.2011
- Responsible for ensuring the delivery of high quality customer service to ANZ customers as measured through a range of internal and external metrics
- Key deliverables included Customer Satisfaction, Staff Engagement, adherence to policy and procedures and closely monitoring FTE numbers
- People Management of 150 FTE with an operating budget of $10million
- Responsible for successfully opening a new 110 seat call centre in New Zealand as part of ANZ's largest off-shoring project
- Contributed to the achievement of $1 million cost reduction due to substantially changing the departments operating standard by introducing a two tier model
- Implemented an uplift in insurance sales from the customer service department resulting in 135% improvement in cross-sell sales.
New Deal Adviser
Department of Work and Pensions
Cumbria, UK
01.1993 - 01.2003
- Responsible for assisting the underprivileged/ vulnerable people into employment or training
- Built strong relationships with clients to facilitate open dialogue and effective problem-solving
- Supported clients in setting clear financial goals with plans to achieve them.
Education
Bachelor of Business Administration -
Deakin University
Melbourne Australia 01.2003 - 12.2004
Skills
- Strategic planning
- Strategic research
- Operational support
- Leadership
- Time management
- Problem-solving
- Customer-focused
Systems
- Microsoft suite
- EWFM
- Brio
- Avaya
- CC Pulse
- Genesys
- NICE
- Cisco
- Salesforce
- 8x8 Analytics
- Multiple CRM
- CIC
Timeline
Forecasting & Business analyst manager
The Priory Group
01.2019 - Current
Senior Management Consultant
Limebridge
01.2014 - 01.2018
Sales and Service Manager
Australian Unity
01.2011 - 01.2014
Bachelor of Business Administration -
Deakin University
01.2003 - 12.2004
Customer Service Contact Centre Manager
Australian and New Zealand Banking Group
01.2003 - 01.2011
New Deal Adviser
Department of Work and Pensions
01.1993 - 01.2003
Similar Profiles
Tom CarrollTom Carroll
Healthcare support worker at Priory GroupHealthcare support worker at Priory Group
Carl StockCarl Stock
Head of Bid Management at Priory GroupHead of Bid Management at Priory Group
Madison AngelMadison Angel
Forensic Psychologist at Priory GroupForensic Psychologist at Priory Group
Adewale AdewumiAdewale Adewumi
Support worker at Chosen Care (National Care Group)Support worker at Chosen Care (National Care Group)
Vishu ChaudharyVishu Chaudhary
Administrator at Sky Vigil Care LtdAdministrator at Sky Vigil Care Ltd