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jobs
Rachel Phillips
,
, United Kingdom
Experience
Other titles
Skills
I'm offering
Markets
United Kingdom
Language
English
Fluently
Ready for
My experience
2018 - ?
job
HEAD OF CUSTOMER OPERATIONS
MIDRIVE.
Head of CS and Operations
● Cross functional with a mix of operations, CS, BD strategy and people management
● Rapid scale up of customer and partner support teams from 3 to 15 FTE in line with growth. Cross
train and creation of blended ops team (including sales and business development).
● Tools, process and policy review and subsequent implementation of Zendesk Omnichannel
(including Explore, Sell, Zopim). Implementation of Bot AI across chat & email.
● Roadmap planning with product & dev teams ensuring operational OKR's met
● Cross functional with a mix of operations, CS, BD strategy and people management
● Rapid scale up of customer and partner support teams from 3 to 15 FTE in line with growth. Cross
train and creation of blended ops team (including sales and business development).
● Tools, process and policy review and subsequent implementation of Zendesk Omnichannel
(including Explore, Sell, Zopim). Implementation of Bot AI across chat & email.
● Roadmap planning with product & dev teams ensuring operational OKR's met
Business development, Management, Sales, People management, Growth, Support, Implementation, Ai, Development, Omnichannel, Zendesk, UP
2017 - 2018
job
UKI CUSTOMER SERVICE MANAGER
DELIVEROO.
Customer Service Manager (UK & Ireland)
● Maternity cover role, moving into Continuous Improvement. Created and delivered Live Chat
improvement's reducing FRT and AHT with 20% efficiency gains
● Specific LOB reviews (Restaurant Support and Deliveroo for Business) and migration to offshore
outsourcer (RFP) including onsite implementation (offshore BPO - Manila)
● Leverage use of CX tools (Zendesk & NVM) gaining optimisation across all contact channels and reduction in CPO
● Maternity cover role, moving into Continuous Improvement. Created and delivered Live Chat
improvement's reducing FRT and AHT with 20% efficiency gains
● Specific LOB reviews (Restaurant Support and Deliveroo for Business) and migration to offshore
outsourcer (RFP) including onsite implementation (offshore BPO - Manila)
● Leverage use of CX tools (Zendesk & NVM) gaining optimisation across all contact channels and reduction in CPO
Continuous improvement, Customer service, Optimization, Service, Support, Implementation, Offshore, RFP, Service Manager, CX, Zendesk, Manager
2016 - 2016
freelance
CONSULTANT
Zendesk.
TEESPRING
CRM implementation
● Design and execution of training for in house and remote workers (EU & US) for Zendesk to Salesforce migration. Development and build of knowledgebase portals
● Process and policy review in line with US policies as part of global scale project
● Post project analysis including phase 2 recommendations
CRM implementation
● Design and execution of training for in house and remote workers (EU & US) for Zendesk to Salesforce migration. Development and build of knowledgebase portals
● Process and policy review in line with US policies as part of global scale project
● Post project analysis including phase 2 recommendations
Design, CRM, Training, Salesforce, Implementation, Development, Zendesk
2015 - 2016
job
CUSTOMER SUCCESS MANAGER
ROMAN GRECO MEDIA.
Customer Experience Manager
● Defining and delivering customer centric sales strategy as start-up employee 2
● Coordinated activity across the business including preparation of commercial proposals,
negotiation, and implementation (on location set management)
RETURNED TO NEW ZEALAND FOR INTERIM PERIOD
● Defining and delivering customer centric sales strategy as start-up employee 2
● Coordinated activity across the business including preparation of commercial proposals,
negotiation, and implementation (on location set management)
RETURNED TO NEW ZEALAND FOR INTERIM PERIOD
Customer experience, Management, Sales, Implementation, Interim, UP, Manager
2013 - 2014
job
OPERATIONS MANAGER
JERSEY TELECOM.
Rescue of SLA during CBE implementation
● Quick analysis of business needs looking for immediate solutions; focused on multi skilled tasking
and contact reduction / mitigation
● Preparation of daily statements for States of Jersey along with intraday SLA reporting
● Creation and implementation of recruitment strategy along with ongoing team engagement
program
● Quick analysis of business needs looking for immediate solutions; focused on multi skilled tasking
and contact reduction / mitigation
● Preparation of daily statements for States of Jersey along with intraday SLA reporting
● Creation and implementation of recruitment strategy along with ongoing team engagement
program
Recruitment, Implementation, Manager
2011 - 2013
job
HEAD OF UK CUSTOMER CARE
RECYCLEBANK.
Project management Contact Centre build
● Completion of tender (RFP) and subsequent migration / implementation of contact centre
(Onshore BPO).
● Implementation of digital contact strategy focusing on alternative contact solutions including
chat implementation.
● App project management in collaboration with TFL and Serco - developed 2012 Olympic
product increasing awareness of alternative transport choices.
● Completion of tender (RFP) and subsequent migration / implementation of contact centre
(Onshore BPO).
● Implementation of digital contact strategy focusing on alternative contact solutions including
chat implementation.
● App project management in collaboration with TFL and Serco - developed 2012 Olympic
product increasing awareness of alternative transport choices.
Project Management, Management, Implementation, RFP, App
2010 - 2011
job
CUSTOMER SERVICE MANAGER
SOUTHERN RAILWAY.
● Implementation of internal escalation process and SLA ensuring regulatory adherence
● Documentation and refinement of all internal and external processes
● Provide closed loop for all customer issues, feeding back internally and driving change
● Strategically contribute to all ongoing projects ensuring customer experience needs met
● Documentation and refinement of all internal and external processes
● Provide closed loop for all customer issues, feeding back internally and driving change
● Strategically contribute to all ongoing projects ensuring customer experience needs met
Customer experience, Customer service, Service, Implementation, Regulatory, Service Manager, Processes, Manager
2009 - 2010
job
DEPUTY CENTRE MANAGER
MARIE STOPES.
Non-clinical and operational delivery
● Day to day centre management including housekeeping, maintenance, customer care and non-surgical operations; ensuring resources and tools in place to execute rapidly changing lists
● Creation and implementation of customer pathways focusing on Centre journey times and optimisation of allocated surgical time
● Team management; recruitment, development, and culture enhancement
● Day to day centre management including housekeeping, maintenance, customer care and non-surgical operations; ensuring resources and tools in place to execute rapidly changing lists
● Creation and implementation of customer pathways focusing on Centre journey times and optimisation of allocated surgical time
● Team management; recruitment, development, and culture enhancement
Management, Optimization, Recruitment, Implementation, Team management, Development, Manager
2004 - 2009
job
MANAGER
CALL CENTRE.
Contact centre operational management
● Implementation of processes and IT solutions within a new 'start up' company
● Execution of new data dispatch system ensuring seamless transfer for internal and external
customers
● Roll out of regional offices managing all aspects from site fit out to local promotion
● Developing and setting customer care policies and departmental operating procedures
● Implementation of processes and IT solutions within a new 'start up' company
● Execution of new data dispatch system ensuring seamless transfer for internal and external
customers
● Roll out of regional offices managing all aspects from site fit out to local promotion
● Developing and setting customer care policies and departmental operating procedures
Management, It, Implementation, UP, Processes, Manager
1999 - 2002
job
NATIONAL BUSINESS MANAGER
TELECOM NZ.
Franchised retail model - Business Directions
● Strengthened brand presence by adding new retail stores - store openings and promotion
● Project managed new store fit out, lease negotiation and new site identification
● Established lead distribution model between direct and indirect channels for unmanaged
business customers
● Strengthened brand presence by adding new retail stores - store openings and promotion
● Project managed new store fit out, lease negotiation and new site identification
● Established lead distribution model between direct and indirect channels for unmanaged
business customers
Retail, Manager
1999 - 1999
job
SALES ASSISTANT
CARNIVAL CRUISES.
Sales
1998 - 1998
job
LEAD CO-ORDINATOR
LOTUS CANADA (IBM).
My education
1992
-
1995
INSTITUTE OF TECHNOLOGY NZ
Bachelors, N/a
Bachelors, N/a
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