Customer Service Manager

Steven L Egbury

** ********* ***** • Auckley, Doncaster DN9 3PZ

+44-785******* (m) • *******@***.***

Operations Manager

Customer Service • Sales • Commercial Operations • Sales Management

A Senior Operations Manager with both commercial and operational excellence as a background, with a proven

track record in world class service provision, concentrated and recognised revenue and profitability contribution

with a key focus on both customer satisfaction and improved margin for the business.

Strong management team lead with a talent for providing strategic direction to senior organisational leaders and

fostering adoption of best practices and standards.

Customer Service • Team Building & Leadership • Programme Management • Service Delivery

Customer Experience Management • Strategic Planning • Commercial Management • Quality Control

Continuous Improvement • Sales Management • Business Process Development • Service Quality Optimisation

• Relationship Building • Budgeting • Organisational Development • Learning & Development

PROFESSIONAL EXPERIENCE

Sensible Home Finance • May 2012 – Present

At Sensible we focus on providing our clients with up to date information on the latest and most competitive

mortgage deals in the UK. As a whole of market mortgage broker we not tied to any specific lender. We offer

mortgage information on a non-advised based. The Consumer then chooses the mortgage deal that suits their

needs.

Contact Centre Manager

I was head hunted by the Managing director of the company to come and work in this a high profile role of the

business. In which I am leading a department of Call Centre Agents in the aim of achieving high customer

service and excelling in the conversion of lead targets.

• Customer Service and satisfaction

• Training and development for the department

• Call Quality & improvement

• Key performance monitoring, measuring & reporting

• Business intelligence and key financial data provision

• Real time data and revenue analytics, forecasting and reporting

One Call Insurance Ltd • June 2009 – May 2012

As one of the UK's fastest growing car insurance brokers, One Call delivers more cover for less cost for any

type of car and much more. One Call represents a panel of different insurers, and their mission is simple: To

give you low cost insurance, instant quotations and immediate cover, as well as an exceptional service

experience.

Sales Operations Manager

In a short space of time, I was identified as a key contributor to the company’s vision and its success to date,

with excellent potential to join the leadership team. Promoted to Sales Operations Manager, this role undertakes

ownership, accountability and control of the following key functions, responsibilities and Services;

• Customer Care

• Customer Service and satisfaction

• Training and development for the team managers & Leaders

• Call Quality & improvement

• Key performance monitoring, measuring & reporting

• Business intelligence and key financial data provision

• Real time data and revenue analytics, forecasting and reporting

• Financial responsibility for HR driven requirements

Resume

Major Accolades, achievements and awards

• Recognised & rewarded for consistently exceeding the sales & revenue targets

• Voted Manager of the year for the Northern region

• Qualified and certified thorough the CII IF5 programme

• Recognised as a major contributor to succession planning within the organization

Xerox Global Services • Oct 2003 - June 2009

For more than a half a century, Xerox has been a leader in document technology and services. We continue to

build on this heritage of innovation. Through our acquisition of Affiliated Computer Services, we now are the

world’s leading enterprise for business process and document management, offering global services from

claims reimbursement and automated toll transaction to customer care centers and HR benefits management.

•

Team Leader

As a junior member of the leadership team, this role undertakes ownership, accountability and control of a

number of key areas in the team structure. I was responsible for a team of 12, their training & development

requirements, their individual development plans, their HR records, provisions and upwards reporting of the

team’s status. I was also charged with leading the health & safety programme, the quality improvement initiative

drives, as well as the regular performance monitoring & financial statistic reporting to the management team.

Major Accolades, achievements and awards

• An instrumental part and leader in the key programme to drive and deliver the ‘paperless’ environment

project for one of Xerox’s top clients

• Voted and awarded ‘Team of the Year’ for the Northern Region of the UK in Xerox’s mass structure and

organization

• Recognised as a future & potential Senior Manager in the organisation and selected for the highly

accredited XGS Managerial programme

• Selected and trained in Lean SixSigma process and delivery - Greenbelt

BT Customer Contact Centre • Jan 2003 – Oct 2003

BT has a long history as a great company, setting the agenda for the industry. As the first major telecoms giant

to be privatized, we learned fast about how to deal with competition.

Sales Advisor

As a Sales Advisor, one of the main challenges was to be the front line, or the face of the company to the

customer base. The role involved multiple functionality and requirements focusing on sales, customer care and

service recovery. In addition, a strong requirement was also to work on the internal customer base to ensure

that the external customer’s needs and requirements were not just met, but exceeded whenever possible.

EWS • Jan 2002 – Dec 2002

English, Welsh and Scottish Railway Limited (EWS) is a private sector company operating a rail freight business

within Great Britain and mainland Europe. Through its subsidiaries, EWS also offer rail engineering and IT

consultancy services, maintenance and leasing services for rolling stock and freight services in France and

through the Channel Tunnel.

Train Driver technician

The role of the train driver covered and encapsulated a number of key areas. A heavy focus on the technical

knowledge required to operate a variance of fleet engines, as well a huge focus on the health and safety aspect.

Gorseline • Aug 2001– Dec 2001

Resume

A leading player in the market for predominately sewerage and water waste pipeline and transportation

provision.

Pipe Line Surveyor

This role had a massive focus on HSE, as well as working to time critical deadlines. Pipes were out of action, de

commissioned or faulty, and the role was to ascertain the nature of any faults, to provide the technical detail for

the engineering teams to affect repairs or replacements.

Comprehensive & full Information on prior roles is available on request.

FORMAL EDUCATION

City & Guilds in Sports Leisure & Marketing – Doncaster College

7 x GCSE - Hall Cross

TRAINING COURSES

Senior Management Business Leadership Programme

Communication for Executives

Advanced Training Skills

Customer Service Trainer

Continuous Process Improvement, SixSigma

Profit & Loss

HSE

Coaching

Competency based interviewing

Resume

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