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Business Consultant specialising in operations, transformation and customer experience
Lara Rogers
,
St Albans, United Kingdom
Experience
Other titles
Skills
I'm offering
A senior consultant with experience across a range of sectors and specialisms including business & digital transformation, customer operations, business development and performance turnarounds.
Markets
United Kingdom
Links for more
Once you have created a company account and a job, you can access the profiles links.
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2018 - 2019
job
Customer Operations & Project Management Consulting
unknown.
• Providing consultancy services on customer operations strategy, international customer operations expansion and management team development.
• Completing an operational assessment for a fast growth, eMed and online pharmaceutical SME, identifying and prioritising change initiatives and creating a roadmap of improvements. Implementing multi-lingual CSaT measures to gauge and improve patient satisfaction.
• Designing and delivering a bespoke customer operations management coaching and training programme, which was recognised by the COO as helping improve their KPI performance and increasing employee satisfaction.
• Documenting the AS IS and making recommendations for the future state customer operations operating model, for a nationwide company that helps government to deliver a range of complex services.
• Completing an operational assessment for a fast growth, eMed and online pharmaceutical SME, identifying and prioritising change initiatives and creating a roadmap of improvements. Implementing multi-lingual CSaT measures to gauge and improve patient satisfaction.
• Designing and delivering a bespoke customer operations management coaching and training programme, which was recognised by the COO as helping improve their KPI performance and increasing employee satisfaction.
• Documenting the AS IS and making recommendations for the future state customer operations operating model, for a nationwide company that helps government to deliver a range of complex services.
Project Management, Coaching, Operations, Training, Operations Management, Management Consulting, Consulting, Management, Pharmaceutical, Growth, Development, KPI, Assessment, International, Team development, Online
2015 - 2018
job
Customer Success Transformation Lead & Assistant Director
NMC.
• Leading the Customer Success and Digital transformation for the NMC - the world's largest professional healthcare regulator.
• Designing and implementing strategies to drive continuous improvement, including; departmental forecasting, unified service improvement plan, triangulation of customer feedback to recognise trends and effectively enhance the customer experience through closed loop processes, addressing all customer dissatisfaction.
• Leading the delivery of International and UK Registration, Customer Support, Registration Appeals (including registration investigations), Legislation & Policy, Assessment Delivery (CBT and OSCE).
• Managing complex, high volume, multi-channel contacts, correspondence and processing services (for International and UK stakeholder and registrant base).
• Delivering key projects including the expansion of the OSCE International assessments, the Mutual Recognition of Professional Requirements and centralised European reporting and Revalidation.
• Implementing Customer Effort Scores and CSaT measures across the organisation.
• Implementing initiatives to address all areas of historical non-compliance.
• Designing and leading pan organisational programmes. Delivering to scope and budget.
• Managing high profile stakeholder / Customer relationships. Leading co-creational product and process workshops with customers. Providing data and insights for the Department of Health, Downing Street and other senior stakeholders.
• Key successes include embedding a new OD management structure, consistently achieving KPIs across the department and having no registration Professional Standards Authority 'Requirements' - both organisational 'firsts'.
• Designing and implementing strategies to drive continuous improvement, including; departmental forecasting, unified service improvement plan, triangulation of customer feedback to recognise trends and effectively enhance the customer experience through closed loop processes, addressing all customer dissatisfaction.
• Leading the delivery of International and UK Registration, Customer Support, Registration Appeals (including registration investigations), Legislation & Policy, Assessment Delivery (CBT and OSCE).
• Managing complex, high volume, multi-channel contacts, correspondence and processing services (for International and UK stakeholder and registrant base).
• Delivering key projects including the expansion of the OSCE International assessments, the Mutual Recognition of Professional Requirements and centralised European reporting and Revalidation.
• Implementing Customer Effort Scores and CSaT measures across the organisation.
• Implementing initiatives to address all areas of historical non-compliance.
• Designing and leading pan organisational programmes. Delivering to scope and budget.
• Managing high profile stakeholder / Customer relationships. Leading co-creational product and process workshops with customers. Providing data and insights for the Department of Health, Downing Street and other senior stakeholders.
• Key successes include embedding a new OD management structure, consistently achieving KPIs across the department and having no registration Professional Standards Authority 'Requirements' - both organisational 'firsts'.
Workshops, Processes, Processing, Organization, International, Assessment, Health, Transformation, Support, Budget, Compliance, Service, Management, Continuous improvement, Customer experience, Forecasting, Digital transformation
2014 - 2015
freelance
Customer Operations, Strategy & Project Management Consultant
Start-Up, Online Pharmaceutical & Charity Sectors.
• Providing strategic advice on scaling the customer operations department and developing departmental goals for the customer operations sales, support and pharmaceutical teams.
• Delivering strategic and programme management services for CHILD UK and supporting the co-founders in utilising funds in the most impactful manner.
• Delivering strategic and programme management services for CHILD UK and supporting the co-founders in utilising funds in the most impactful manner.
Project Management, Operations, Management, Sales, Pharmaceutical, Support, Management Consultant
2012 - 2014
job
Director of Customer Operations & Executive Team Member
Online Ticketing / Events.
EMEA, Eventbrite, (Disruptive, Online Ticketing / Events)
• Developing and expanding multi-country customer operations teams. Creating the EMEA Customer Operations Framework; achieving excellent levels of CSAT, NPS and SLA (95% > CSAT, 75% NPS 98% SLA).
• Setting strategic direction for EMEA Business expansion (one of the three members of the EMEA Executive team).
• Managing the global multi-lingual support, in addition to delivering specialist functions for EMEA, including Trust & Safety, Payments and Asset Management.
• Leading the hiring, on-boarding and training of EMEA (and global) team members.
• Developing and implementing international NPS programme initiative. Segmenting customers, analysing NPE, driving product and process enhancements to optimise conversion and customer delight.
• Forging strong working relationships with offices, ensuring a seamless cross-site experience and the effective sharing of best practices.
• Developing long-tail Customer Account Management approach, driving increased sales and supporting relationship management for large accounts.
• Partnering with the Product and Engineering departments to influence the product roadmap, implement new product features, reduce contact drivers and enhance customer experience.
• Implementing new CRM, Help Centre and Self-Service functions to optimise efficiency whilst driving 'customer delight'.
• Budgetary management for the region.
• Halving the cost per contact, whilst improving and maintaining highest customer satisfaction levels of any region.
• Developing and expanding multi-country customer operations teams. Creating the EMEA Customer Operations Framework; achieving excellent levels of CSAT, NPS and SLA (95% > CSAT, 75% NPS 98% SLA).
• Setting strategic direction for EMEA Business expansion (one of the three members of the EMEA Executive team).
• Managing the global multi-lingual support, in addition to delivering specialist functions for EMEA, including Trust & Safety, Payments and Asset Management.
• Leading the hiring, on-boarding and training of EMEA (and global) team members.
• Developing and implementing international NPS programme initiative. Segmenting customers, analysing NPE, driving product and process enhancements to optimise conversion and customer delight.
• Forging strong working relationships with offices, ensuring a seamless cross-site experience and the effective sharing of best practices.
• Developing long-tail Customer Account Management approach, driving increased sales and supporting relationship management for large accounts.
• Partnering with the Product and Engineering departments to influence the product roadmap, implement new product features, reduce contact drivers and enhance customer experience.
• Implementing new CRM, Help Centre and Self-Service functions to optimise efficiency whilst driving 'customer delight'.
• Budgetary management for the region.
• Halving the cost per contact, whilst improving and maintaining highest customer satisfaction levels of any region.
CRM, Account management, Operations, Training, Customer experience, Management, Sales, Asset Management, Service, Engineering, Support, Safety, International, Direction, Online, Framework
2011 - 2012
job
Senior Manager New Business Support (EMEA)
Global Customer.
Operations, Expedia (Global Leader, Online Travel)
• Managing and planning the successful deployment of new partner customer support and sales services into the Operational Contact Centres within the Expedia Global Contact Centre network (4,000 agents, supporting over 14 different languages)
• Leading the delivery and coordination of Customer Operations input into RFP processes and new partner agreements, including financial, forecasting, process and organisation.
• Developing, managing and optimising the framework and processes for the successful on boarding and integration of new EAN partners into the Expedia Contact Centre Organisation (including APIs, Processes, and People), for both inbound support and sales.
• Providing a framework for reporting and management of operational metrics for new partners to ensure excellent levels of service and sales conversions.
• Analysing the customer service performance, providing insights and driving initiatives to improve the long-term operational efficiency and profitability.
• Developing, tracking and managing the Contact Centre profitability of existing partners. Creating customer experience case studies.
• Increasing offline sales revenue by more than $18million per annum through number and placement optimisation.
• Working with the EAN, GCO, and Technology Management Teams to support the assessment of new partner requirements and ways to leverage/maintain economies of scale across the Expedia Contact Centre network.
• Managing and planning the successful deployment of new partner customer support and sales services into the Operational Contact Centres within the Expedia Global Contact Centre network (4,000 agents, supporting over 14 different languages)
• Leading the delivery and coordination of Customer Operations input into RFP processes and new partner agreements, including financial, forecasting, process and organisation.
• Developing, managing and optimising the framework and processes for the successful on boarding and integration of new EAN partners into the Expedia Contact Centre Organisation (including APIs, Processes, and People), for both inbound support and sales.
• Providing a framework for reporting and management of operational metrics for new partners to ensure excellent levels of service and sales conversions.
• Analysing the customer service performance, providing insights and driving initiatives to improve the long-term operational efficiency and profitability.
• Developing, tracking and managing the Contact Centre profitability of existing partners. Creating customer experience case studies.
• Increasing offline sales revenue by more than $18million per annum through number and placement optimisation.
• Working with the EAN, GCO, and Technology Management Teams to support the assessment of new partner requirements and ways to leverage/maintain economies of scale across the Expedia Contact Centre network.
Technology, Manager, Processes, Framework, Online, Organization, Assessment, Support, RFP, Network, Operations, Service, Sales, Integration, Management, Customer service, Optimization, Deployment, Customer experience, Forecasting
2009 - 2011
job
Director of Customer Operations, CACHE
Awarding Organisation.
• Managing multi-functional (Customer Service, Registration, CRM, Service delivery, Technical and Print) teams delivering regulated, national and international services and support for the organisation.
• Leading the Registrations & Examinations teams in accordance to regulatory requirements.
• Transforming the Customer Operations department of this niche, market leader from an underperforming function to one which was consistently surpassing all SLAs.
• Reducing complaints by 67%, obtaining the highest ever levels of customer satisfaction (94% independently surveyed).
• Managing direct budget of £2.9 million and indirect budget of £8 million.
• Within 12 months reducing the cost per activity by 40% and increasing productivity by 24%, improving the company's bottom line performance.
• Responsible for a multi-million-pound budget and income streams (in excess of £8 million) derived from learner registration and support material sales.
• Delivering major systems (£1 million +) integration project. As Senior User performing a lead role on all aspects of the project including system specification, test management, customer engagement and change management activities.
• Leading the Registrations & Examinations teams in accordance to regulatory requirements.
• Transforming the Customer Operations department of this niche, market leader from an underperforming function to one which was consistently surpassing all SLAs.
• Reducing complaints by 67%, obtaining the highest ever levels of customer satisfaction (94% independently surveyed).
• Managing direct budget of £2.9 million and indirect budget of £8 million.
• Within 12 months reducing the cost per activity by 40% and increasing productivity by 24%, improving the company's bottom line performance.
• Responsible for a multi-million-pound budget and income streams (in excess of £8 million) derived from learner registration and support material sales.
• Delivering major systems (£1 million +) integration project. As Senior User performing a lead role on all aspects of the project including system specification, test management, customer engagement and change management activities.
Sales, Service Delivery, Performing, Organization, International, Regulatory, Support, Service, Test, Change management, Integration, Management, Customer service, Test management, Print, Budget, Operations, CRM
2006 - 2009
job
Director
Aral Seer Ltd.
(Business & Project Consulting).
• Establishing and running Aral Seer Ltd, a Consultancy company, largely serving councils in the Greater London area (in conjunction to post graduate study) providing policy, scrutiny and governance services.
• Providing consultancy services to review and implement new processes specifically in relation to performance management.
• Responsible for administrative and financial management for the company (full P & L responsibility).
• Establishing and running Aral Seer Ltd, a Consultancy company, largely serving councils in the Greater London area (in conjunction to post graduate study) providing policy, scrutiny and governance services.
• Providing consultancy services to review and implement new processes specifically in relation to performance management.
• Responsible for administrative and financial management for the company (full P & L responsibility).
Performance Management, Consulting, Management, Processes
2004 - 2006
job
General Manager, Wi5 (Online start-up)
unknown.
• Headhunted to launch a new online B2C venture for successful entrepreneurs (B2B venture turning over £100 million per annum).
• Company achieved profit within 18 months and became 'top 20' most profitable company in its field.
• Key successes include gaining national product and service accolades prompted by customer recommendations within first operational quarter, obtaining over 10,000 unique visitors to the site per month within 4 months post launch and achieving 1.7 million pounds turnover in first 8 months. Created a brand that became a 'top 20' provider in its field.
• Company achieved profit within 18 months and became 'top 20' most profitable company in its field.
• Key successes include gaining national product and service accolades prompted by customer recommendations within first operational quarter, obtaining over 10,000 unique visitors to the site per month within 4 months post launch and achieving 1.7 million pounds turnover in first 8 months. Created a brand that became a 'top 20' provider in its field.
B2B, B2C, Service, Online, UP, Manager
2000 - 2000
job
Client & Implementation Manager
Careline Services Ltd.
(Leading Regulated Financial Service Accounts)
• Managing the IT help desk, desktop trader support and back office fund management services for clients including Interactive Investor, Cantor Fitzgerald and AMP.
• Qualifying as a securities representative thereby securing an additional £1 million client account revenue stream
• Consistently surpassing all SLAs, ensuring excellent CSAT results.
• Multi-site management of sales and support teams of in excess of 100 people.
• Designing system specifications and working with IT teams to deliver client technology requirements.
• Recognising opportunities within existing client base to further expand service provision and revenue creation, in addition to participating in new business acquisition.
• Forging excellent client relationships and achieving the highest GP results, client retention and year on year sales growth within the company.
• Managing the IT help desk, desktop trader support and back office fund management services for clients including Interactive Investor, Cantor Fitzgerald and AMP.
• Qualifying as a securities representative thereby securing an additional £1 million client account revenue stream
• Consistently surpassing all SLAs, ensuring excellent CSAT results.
• Multi-site management of sales and support teams of in excess of 100 people.
• Designing system specifications and working with IT teams to deliver client technology requirements.
• Recognising opportunities within existing client base to further expand service provision and revenue creation, in addition to participating in new business acquisition.
• Forging excellent client relationships and achieving the highest GP results, client retention and year on year sales growth within the company.
Management, Sales, Service, Technology, It, Support, Implementation, Growth, Retention, Office, Manager
My education
2007
-
2009
University of Aberystwyth
Somepostgraduate, N/a
Somepostgraduate, N/a
2002
-
2007
University of West London
Bachelors, Law
Bachelors, Law
1986
-
1993
n/a
Secondary, English Special Paper
Secondary, English Special Paper
?
-
2001
Financial Training School London
N/a, N/a
N/a, N/a
?
-
1998
Ealing Broadway Training School
N/a, N/a
N/a, N/a
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