Rhys Patel
Wickford,Essex
Summary
Proactive Customer Success Manager exceptional at building strong credible relationships. Thorough monitoring and measuring customer satisfaction and taking action to remedy any concerns. Demonstrable success in thinking strategically while providing consistent customer satisfaction and retention in fast-paced environments.
Overview
9
9
years of professional experience
4035
4035
years of post-secondary education
Work History
Customer Success Manager
DNA Payments Group
London
02.2023 - Current
- As a customer success manager (CSM) I play a key middle-management role that ensures customer satisfaction and success is provided to our Top 64 accounts. Working with direct customers and partners to understand their needs and goals, and help them achieve those goals. Striving to improve the relationship between customers and the company's customer success staff to ensure we can build a partnership in which enables their and our business grow stronger.
- Managing the Top 64 accounts within the business.
- Coordinated support team for improved customer satisfaction rate.
- Identified process improvements, leading to better efficiency in customer service delivery.
- Mitigated risks by ensuring compliance with company policies and regulations during client interactions.
- Piloted the introduction of new products or services into the market, reinforcing brand reputation among existing clients.
- Evaluated customer feedback and presented findings to stakeholders to improve retention strategy.
- Trained internal teams on meeting customer needs and enhancing service experiences.
- Served as subject-matter expert with strong technical expertise.
- Steered customer activity to meet business drivers and growth aims.
Customer Service Team Manager
DNA Payments Group
London
07.2022 - 02.2023
- New start up experience
- Managing team size of 17.
- Process analysis and project management and implantation
- Includes: Cancellations and Retentions, Account Refunds, Service Logistics, Incident Management, Service Delivery, Quality Monitoring and Salesforce Implementation
- Workforce and resource management, service planning for full customer service team in line with the client needs in turn provided a cost save and supported the growth for the company
- Front & back office acquiring experience
- SLA management – Inbound service delivery SLA’s and back-office SLA workflows
- Support the business development and expansion of the customer service in which a new office and team of eighteen was formed
- Terminal management systems and process point of referral
- Supervising and advising day-to-day work within customer service team
- VIP client support
- Service delivery and rotation management
- Training planning and team development
- Strong understanding of KPI's
- Developed and implemented strategic company objectives, measuring progress against KPIs to ensure return on investment
- Monitored team development, setting performance objectives and providing constructive feedback for continued growth
- End of year calibrations with team development planning
- Experience conducting hearing, capably and disciplinary
- This also includes hearing pack and case creation.
Customer Service Team Manager
Fiserv
Basildon
08.2019 - 06.2022
- Front & back office acquiring experience
- Project management
- Terminal management systems and process point of referral
- NPS & Service management
- Assisting high profile merchants boarding and technical support needs
- Training/ coaching new software and platforms
- Working with terminal management systems and company clients to help assist new device implementation
- Workforce and resource management
- Referral point for all three areas within global banking solutions, with three banking teams and five terminal support teams which include; investigations team, totaling to 300 plus staff
- Supervising and advising day-to-day work within all three team’s
- Conducting interviews for new positions within Tech Support team
- Constructing daily reports for various directors and managers across Europe, Middle east and Africa
- Creating, assisting and monitoring project campaigns - (includes helping Fiserv introduce a new product and server movement)
- Employee 1-2-1 and development plans
- Strong understanding of KPI's
- Developed and implemented strategic company objectives, measuring progress against KPIs to ensure return on investment
- Monitored team development, setting performance objectives and providing constructive feedback for continued growth
- Set achievable targets, motivating team to swiftly progress and achieve in line with company goals (example, quality monitoring, customer satisfaction, likely hood to recommend and all AHT based statistics
- Strong team communication skills
- Service-level agreement (SLA) management, currently our call center experiences 5,000 plus calls per days with a SLA of 80%
- Referral point for complaint cases
- Outstanding communication and conflict-resolution abilities to deftly resolve customer complaints
- Implemented automation and tech solutions to streamline processes
- Workforce and resource management, in which enabled a hybrid work place setup through COVID-19
- Covering operation managers in which provided me exposure to managing a small group of managers and their teams
- Experience conducting hearing, capably and disciplinary
- This also includes hearing pack and case creation
- Awarded by Lloyd's Cardnet 2017 and 2019
- My team was nominated for European Contact Centre & Contact Service Awards 2021.
Technical Support Team Manager
Fiserv
Basildon
02.2019 - 02.2019
- Achieved higher team efficiency with regular training and mentoring sessions.
- SLA Management.
- Streamlined operations, leading to increased team performance.
- Boosted morale by recognising and rewarding exceptional work.
- Implemented staff rota schedules to ensure adequate coverage during peak times.
- Steered project execution whilst adhering strictly to timeline constraints.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Employee 1-2-1, development with multi skilling
- Referral point for complaint cases
- Assisting both manager and operations manager with high profile objectives and changes.
Senior Customer Service Representative
Fiserv
Basildon
10.2016 - 02.2017
- Constructing and developing personal improvement plans
- Work load analysis, allocation and delegation
- Optimized quality of work by ensuring correct balance between customer service and adherences.
- Handled 5000 inbound and outbound calls per day, achieving team SLA 90%.
- Trained, coached and mentored over 50 team members, taking ownership of customer service training plans.
- Conducting efficient quality monitoring and feedback.
- Achieved customer satisfaction by resolving complaints swiftly and efficiently.
- Streamlined procedures for quicker response times to customer inquiries.
- Collaborated closely with other departments for coordinated problem-solving efforts.
- Constructing daily reports for various directors and managers across EMEA.
Technical Support Specialist
Fiserv
Basildon
07.2015 - 10.2016
- Providing remote customer support and high level of service customer care from VIP customers to general customers with customers-based UK and ROI.
- Working with ticket bases SLA's this includes front and back-office environments.
- Working closely with senior and manager to assist with escalated and raised cases in which I was able to apply high level of customer service experience.
Education
Mental Health: Workplace First Aider -
St Johns Ambulance
IT Practitioners - BTEC Level 3 National Diploma IT Practitioners
USP College - Seevic Campus
BenfleetGCSEs : Secondary School -
The Appleton School
BenfleetSkills
- Team leadership
- Proficient multitasker
- Exceptional communicator
- Microsoft adept
- Coaching and mentoring
- Strategic problem-solving
- Performance development planning
- Training and development expertise
- Coaching leadership
- KPI management and reporting
- Staff Management
- Employee Training
- Planning and research skills
- Good organisational skills
- Client relationship management
- Data analysis
- Strategic planning
Accomplishments
2024: Received a end of year 'first award'.
2023: DNA Hero Award, for customer feedback and voted by colleague.
2021: My team was nominated for European Contact Centre & Contact Service Awards.
2017 and 2019: Awarded by Lloyd's Cardnet.
Timeline
Customer Success Manager
DNA Payments Group
02.2023 - Current
Customer Service Team Manager
DNA Payments Group
07.2022 - 02.2023
Customer Service Team Manager
Fiserv
08.2019 - 06.2022
Technical Support Team Manager
Fiserv
02.2019 - 02.2019
Senior Customer Service Representative
Fiserv
10.2016 - 02.2017
Technical Support Specialist
Fiserv
07.2015 - 10.2016
Mental Health: Workplace First Aider -
St Johns Ambulance
IT Practitioners - BTEC Level 3 National Diploma IT Practitioners
USP College - Seevic Campus
GCSEs : Secondary School -
The Appleton School
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