Michael Green

With a robust 24-year tenure in high-volume transactional environments within business solutions and banking, I excel in leading teams to surpass daily SLA targets and elevate operational efficiency. My expertise lies in staff development, team management, coaching, and service delivery, complemented by a proven track record in performance management and process improvement. Seeking a Senior Head/Manager Customer Service role to channel my honed skills into a broader business context, I bring conscientiousness, motivation, and strong communication to foster collaborative success.

• Architect and execute innovative customer experience strategies to elevate brand reputation and drive customer loyalty.
• Cultivate a high-performing customer service team through strategic leadership, mentorship, and continuous training.
• Design and implement efficient processes to streamline sales order processing and export shipments, ensuring timely and accurate delivery.
• Develop and implement key performance indicators (KPIs) to measure and improve customer satisfaction, operational efficiency, and team productivity. Regularly reporting with the Leadership team.
• Foster strong relationships with cross functional departments to ensure seamless alignment on initiatives and business objectives.
• Support other departments with customer-service-related issues, ensure problem resolution, and work together with other customer service team members to promote an environment of customer satisfaction.
• Implement and maintain effective methods for gathering customer satisfaction data.
• Recruitment and appraisals of new and existing team members.
• Leverage data analytics to identify trends, measure performance, and inform strategic decisions
• Analyse and interpret data relating to customer service effectiveness reporting to company directors.
• Report creation and distribution to aid in the effective management of the department.
• Managing the day-to-day HR issues when they arise (Grievance procedures, incident investigations).
• Implement multiple Projects improving the efficiency across the business.
• Improved efficiency enabling increased Capacity, whilst improving processes and customer experience.
• Develop and design sales order input process, improving quality assurance to over 96%.
• Improved customer journey with clear communication and greater customer touchpoints.
• Liaise with Logistics partners to improve back-end experience and constantly propose solutions to drive efficiency and higher customer satisfaction.

ILM- Level 3 in Management.

Studying PRINCE 2 Practitioner