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jobs
Kerran Thomas Reeder
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Experience
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I'm offering
Markets
United Kingdom
Language
English
Fluently
Ready for
My experience
2017 - 2017
freelance
19 Internal Consultant
European Tyre Enterprise Ltd.
(UK wide)
Provided consult for the design and implementation of Customer Relationship / Contact systems and a culture of empowerment through continuous improvement; driving high levels of performance, employee engagement and customer satisfaction.
• Delivered continued support to the Director of Customer Service (and direct reports) with problem solving; supporting the definition of clear problems to be solved, questions to be asked and possible outcomes, leading to the agreement of revised Service Design(s) and performance indicators prevalent to the challenges, business needs, and purpose.
• Leading a team of 12 Data Analysts created insights through research: set-up research plan and strategy, identified optimal sources and methodologies to collect required insights and drove research efforts.
• Built strong partnerships with stakeholders (e.g. Finance, IT, Training, HR, Operations and Marketing) creating efficient and targeted systems / processes to support KPIs, dashboards and general analysis.
• Delivered workshops, symposiums and reviews to the Board of Directors, Area Directors, and senior business partners; delivered structured, insightful analysis in a consultative manner to create positive - inclusive discussions and learning.
• Set up analysis of new processes to understand how change will affect the relationships of components within the holistic system; hence provided regular assessment of impact and sustainability.
• Created engaging communication and support, including 'normative learning experiences' to help colleagues understand proposals, reasons for change, and the purpose / benefits of making change.
• Supported, (often standing in for) the Director or Customer Services at QA sessions, Focus Groups, Trading Meetings and other general communications; answering questions and concerns, whilst listening to fresh ideas / input raised by colleagues, business partners and customers.
• Prioritised workload, diary and project activities according to risk, profile, budget and specialist knowledge; ensuring that time and expertise was used efficiently.
Key Achievements:
• Launch of digital solutions to create an easier customer journey such as online Tyre Replacement, Service and MOT booking.
• Winner of Alphabet GB LTD Service Provider of the Year 2018 and Fleet Services Provider of the Year 2018.
• Staff Satisfaction levels increased from 56% to 93% over 12 months.
Provided consult for the design and implementation of Customer Relationship / Contact systems and a culture of empowerment through continuous improvement; driving high levels of performance, employee engagement and customer satisfaction.
• Delivered continued support to the Director of Customer Service (and direct reports) with problem solving; supporting the definition of clear problems to be solved, questions to be asked and possible outcomes, leading to the agreement of revised Service Design(s) and performance indicators prevalent to the challenges, business needs, and purpose.
• Leading a team of 12 Data Analysts created insights through research: set-up research plan and strategy, identified optimal sources and methodologies to collect required insights and drove research efforts.
• Built strong partnerships with stakeholders (e.g. Finance, IT, Training, HR, Operations and Marketing) creating efficient and targeted systems / processes to support KPIs, dashboards and general analysis.
• Delivered workshops, symposiums and reviews to the Board of Directors, Area Directors, and senior business partners; delivered structured, insightful analysis in a consultative manner to create positive - inclusive discussions and learning.
• Set up analysis of new processes to understand how change will affect the relationships of components within the holistic system; hence provided regular assessment of impact and sustainability.
• Created engaging communication and support, including 'normative learning experiences' to help colleagues understand proposals, reasons for change, and the purpose / benefits of making change.
• Supported, (often standing in for) the Director or Customer Services at QA sessions, Focus Groups, Trading Meetings and other general communications; answering questions and concerns, whilst listening to fresh ideas / input raised by colleagues, business partners and customers.
• Prioritised workload, diary and project activities according to risk, profile, budget and specialist knowledge; ensuring that time and expertise was used efficiently.
Key Achievements:
• Launch of digital solutions to create an easier customer journey such as online Tyre Replacement, Service and MOT booking.
• Winner of Alphabet GB LTD Service Provider of the Year 2018 and Fleet Services Provider of the Year 2018.
• Staff Satisfaction levels increased from 56% to 93% over 12 months.
QA, UP, Processes, Online, Empowerment, Booking, Assessment, Implementation, Support, It, Workshops, Service, Marketing, Finance, Employee Engagement, Customer service, Continuous improvement, Sustainability, Service Design, Budget, Training, Operations, Research, Design
2015 - 2015
job
17 Senior Leadership Coach
British Sky Broadcasting.
India)
Provided organizational development coaching to colleagues supporting the following areas:
• Delivered Executive Coaching, Systems Thinking and Leadership Development - resulting in improved organisational effectiveness, communication, and achievement of goals.
• Shared business expertise, advice and methodologies for exploring complex business systems, procedures, policies, risks and behaviours. Key areas that improved; better understanding purpose, creating and interpreting statistical control charts, understanding variance, identifying prevention factors, process mapping, effective interventions, planning and actioning change.
• Coached leaders to develop communication and presentation skills - enabling complex information to be shared and better understood, hence facilitating good decision making and a common purpose.
• Developed the management of internal communications - including website / blog and social media.
• Generated Employee Satisfaction survey resulting in 'Voice of the Employee' solutions
which allowed leadership to gain awareness of the real issues impacting productivity and morale.
Key Achievements:
• Pioneered a 'diversity and inclusion' programme (a challenge in India - won support of local media and action groups) ensuring that the right people with the correct skills are given appropriate development, opportunity and recognition.
• Converted India based contact centres from being the lowest to highest performing in the Sky Customer Group (v UK centres).
Provided organizational development coaching to colleagues supporting the following areas:
• Delivered Executive Coaching, Systems Thinking and Leadership Development - resulting in improved organisational effectiveness, communication, and achievement of goals.
• Shared business expertise, advice and methodologies for exploring complex business systems, procedures, policies, risks and behaviours. Key areas that improved; better understanding purpose, creating and interpreting statistical control charts, understanding variance, identifying prevention factors, process mapping, effective interventions, planning and actioning change.
• Coached leaders to develop communication and presentation skills - enabling complex information to be shared and better understood, hence facilitating good decision making and a common purpose.
• Developed the management of internal communications - including website / blog and social media.
• Generated Employee Satisfaction survey resulting in 'Voice of the Employee' solutions
which allowed leadership to gain awareness of the real issues impacting productivity and morale.
Key Achievements:
• Pioneered a 'diversity and inclusion' programme (a challenge in India - won support of local media and action groups) ensuring that the right people with the correct skills are given appropriate development, opportunity and recognition.
• Converted India based contact centres from being the lowest to highest performing in the Sky Customer Group (v UK centres).
Social Media, Coaching, Executive coaching, Leadership, Management, Leadership development, Website, Blog, Support, Process Mapping, Development, Coach, Performing, Social
2009 - 2009
job
17 Senior Trading Operations Executive
unknown.
British Sky Broadcasting (UK wide)
Reported to the Head of Retention Trading developed and implemented sales and marketing activities. Responsible for building trade-marketing capabilities that increased awareness, trials, customer retention, sales and profits.
• Responsible for the development and performance of 16 trading Executives covering multi sites across the UK and India.
• Served as contact person between marketing department, product management, finance, and contact centres to ensure achievement of customer retention, sales and objectives.
• Created the market share dashboard used by the entire organization for brand/trade analysis, forecasting, planning, competitor and product awareness.
• Delivered the nationwide rollout of Sky Broadband and Triple Play products over a 12month period.
Key Achievements:
• Delivered the very first voice and non-voice retention campaigns in India.
• Improved Broadband and Triple Play Retention by 30% to 70%
Reported to the Head of Retention Trading developed and implemented sales and marketing activities. Responsible for building trade-marketing capabilities that increased awareness, trials, customer retention, sales and profits.
• Responsible for the development and performance of 16 trading Executives covering multi sites across the UK and India.
• Served as contact person between marketing department, product management, finance, and contact centres to ensure achievement of customer retention, sales and objectives.
• Created the market share dashboard used by the entire organization for brand/trade analysis, forecasting, planning, competitor and product awareness.
• Delivered the nationwide rollout of Sky Broadband and Triple Play products over a 12month period.
Key Achievements:
• Delivered the very first voice and non-voice retention campaigns in India.
• Improved Broadband and Triple Play Retention by 30% to 70%
Marketing, Product Management, Operations, Forecasting, Management, Finance, Sales, Development, Retention
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