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Customer Service Management

Location:
Middlewich, Cheshire East, CW10 9RB, United Kingdom
Posted:
October 24, 2016

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Anthony Nicholson

acw7c4@r.postjobfree.com

http://ie.linkedin.com/in/tonynicholson

+44 (0-777*-******

Personal Profile

Tony is a motivated self-starter with a deep knowledge of customer service and success management and support. He has managed portfolios of customer accounts and has a 13+ year track record of customer/account management in the service arena. He has been instrumental in providing industry leading customer service, technical support and account advocacy – motivating, mentoring and delivering exceptional service to the end customer.

Extensive experience in public and private sectors across telecommunications, aerospace and technology sectors to high profile international customers. With an abundance of client relationship management experience at senior level and a track record of performance management, conflict management, delivery, escalation management, programme and strategic planning, co-ordinating multiple global contracts, complex technical projects from bid to delivery, change and service improvement, together with managed services and SLA’s.

EMC (UK & Ireland)

Senior Strategic Service Account Manager – Dec 12 – March 16

Ownership of the overall relationship with assigned clients, which included increasing adoption, ensuring retention, identifying upsell potential, and driving customer satisfaction and customer service experience/relationship companywide with elite global customers. Relationship management of a portfolio of EMC’s Top 20 Global Accounts and strategic partner alliances

Professional, organized, efficient and accurate

Strategic planning, operational customer service and account management - ensuring operational excellence and driving service improvements across the service arena.

Ownership of trend analysis and corporate reporting to drive process improvements and to exceed SLA’s

Building and expanding the global CS offering

Working with global teams to ensure exceptional customer service.

Strong negotiating, presentation and communication skills

Maintained 100% customer satisfaction scorecard 3 years running (2013-16)

Extensive CRM management tools

Kinsale Accelerator (Cork)

(Management group specialising in business start-up creation, assistance and mentoring)

Management Consultant – Oct 11 – Dec 12

Joined the founder to establish an entity in Ireland to facilitate business development opportunities for I.T. and Telco startup SME’s drawing from my broad experience in business with multinationals. Main focus was to provide advice and guidance regarding strategy and business planning.

EMC (Cork, Ireland)

Customer Support Manager – Jun – Jul 2011

Member of the escalation management team responsible for managing escalation issues relating to EMC’s products and services with elite customers around the globe.

Supporting Top (Elite) customers, Account teams and Field teams in all aspects of the business. Coordinating the technical support between the Field and Global Services managers for Strategic, Hot and Critical Accounts.

Barclays Bank – Global Infrastructure Networks Division

(Global retail banking group)

Infrastructure Manager Feb 10 – Apr 10

Hired to form part of the infrastructure network planning team charged with delivery of upgrades and rationalisation of services, establish a new cost reduction initiative to achieve savings of £5M+ in the financial year. To act as a commercial/change manager targeted with making efficiencies across the business.

•Vendor management of BT and support services

•Managed Telecoms cost reduction programme

•Programme management

•Produced regular detailed reports for management for forecasting and review

•Managed various insourcing/outsourcing programmes

•24x7 Follow the sun service environment

Oxford Aviation Academy (Customer Training Centre)

(Aerospace customer training and customer service centre based in Manchester, UK)

Commercial & Customer Service Team Manager May 07 – Dec 08

Recruited to oversee customer service operations and commercial departments of the company during change of ownership from BAE Systems with the objective of stabilising the operations and putting together strategic business plan for business unit going forward.

•Led the department of a 24x7 aviation training centre and managed all accounts, customer service teams, B2B and B2C sales (inbound/outbound), contracts and commercial staff dealing with global customers

•Ownership of client relationships across the globe (UK government MOD, BAE Systems Woodford, RAF Queens Flight, Bolivian Air Force, Dubai Air Wing, UAE Royal Jet and an extensive list of commercial operators)

•Account management of approximately 75 key contracts with business customers across 5 continents

•Led the business development activities for the BU with particular focus on strategic planning and forecasting

•Identification and qualification of all major contracts and opportunities and presentation to board for review

•Responsible for performance of the teams, setting annual objectives, performance reviews and day to day people management

•Mentored and motivated teams in a challenging environment

•Recruitment, interviews, disciplinary and conflict management

•Effectively managed workflow resulting in improved sales performance

•Developed and implemented numerous customer service and commercial processes

•Exceeded sales targets by continuously monitoring and motivating teams through effective communication

•Set up customer services e-survey enabling feedback on delivery performance

•Produced regular detailed reports for management for forecasting and review

•Responsible for owning, developing and maintaining the customer relationship in a business worth €10M+

Thales Telecom

(UK based B2B telecoms service provider to the rail transportation industry)

Regional Services Manager Oct 98 - May 06

Led 24x7 telecoms customer service operations and contract management for rail and airport customers in the UK. With particular emphasis on customer service account management and executive client relationship management, contract service management, programme management and management of escalated customer issues. Prioritising team tasks to meet the business needs and the customers’ expectations, managing the P&L and executive briefings of KPI/SLA’s.

•Extensive customer service leadership and management of customer services

•Contractual and high priority project build/installation issues

•Safety critical telecoms engineering environment in the transportation sector

•Responsible for SLA’s, OLA’s, Managed Services and Programme Management

•Incident and problem management, escalation ownership and service improvements

•Performance and service reviews both internally and externally with the customer and teams (weekly, monthly quarterly)

•Monthly revenue and performance reporting to board

•Performance management of field based faulting, maintenance and installation teams

•Managed workflow of field based staff around the UK

•Supporting sales and business development from a service perspective

•Responsible for performance of the teams across £30M worth of contracts

•Mentored and motivated teams in a challenging environment

•Recruitment, interviews, disciplinary and conflict management

•Wrote and implemented Customer Service Management procedures in 2006

•Managed services that exceeded service levels each year between 1998 - 2006

Qualifications

Cert Mgmt. – Undergraduate Professional Certificate in Management, Open University, 2010

BTEC Business Studies – Northumberland College, 1985

O’Level – English and Geography, Bedlington High School, 1984



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