Clients
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Vodafone
www.vodafone.co.ukIndustry
Telecommunications
PM Direct Solutions Role
- Responsible for delivering change initiatives across all front-line Customer Services teams, both in-house and outsource (circa 4,000 employees).
- Change initiatives included: Development of ‘Voice of the Customer’ forums to identify, manage and resolve priority pain point escalations.
- Requirements gathering and design of a workflow and analysis system, the scope of which was to combine disparate data sources to identify tactical and strategic areas of focus.
- Successful rollout of daily ‘Continuous Improvement’ sessions across all Vodafone contact centre teams.
Feedback
- “used advanced computer skills to the best advantage”
- “methodical, thorough and good to have on any team”
- “worked tirelessly to make sure all the stakeholders were up to date with all the relevant information”
- “always strived to fully understand the areas involved to make sure each area worked cohesively"
- “conscientious, reliable and professional and a great asset to the team”
- "tenacious, driven, dedicated, and passionate with a ‘can do’ attitude"
- "driving change at all levels balancing all the aspects of costs, quality but most importantly with a customer centric mindset"
- "an asset to any business"