Customer Service Management
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I am a passionate customer service manager, with significant experience in client facing, operationally facing, vendor facing roles. Predominately in IT, however I am not limited to that as a chosen arena. I have good knowledge of several market areas including retail & hospitality, manufacturing, medical.
I have also a great experience of using offshore delivery centres, including the establishment of and migration of work to. Good working knowledge of major toolsets in use in service management.
43 years of direct customer service management, including direct customer contact, on site working and managing support teams to deliver the best possible service, engagement and cost effective service. Predomitqly this has been via Fujitsu Services, however i have recently worked in medical manufacturing via Recipharm. The clients I have directly managed include Argos, Whitbread, Costa, ARM, SGN, DfEE, JLR, Home Retail Group, Reuters
Educationally to HNC level, however, I have keep up with industry related training, including ITIL, Six Sigma and relevant service management toolsets
