Carl Miller

Head of Customer Relations @Crosscountry Trains

Aylesbury, GB

EMAILS

[email protected]

MOBILE NUMBERS

+91 *********19

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WORK HISTORY

Nov 2022 — Present

Head of Customer Relations @Crosscountry Trains

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Birmingham, GB

Led the transformation of the Customer Relations department, addressing high attrition and low satisfaction rates. • Implemented a new digital channels, enhancing customer engagement and accessibility. • Developed KPIs and coaching frameworks, significantly improving staff retention and engagement. • Recognized by industry regulators as a turnaround example, establishing the contact center as a top performer in the UK rail industry.

EDUCATION

1998 — 2000

Aylesbury College

NVQ Level 2 Travel Studies

SKILLS

Event ManagementB2bBusiness-to-Business (B2b)Client RelationsContact CentersAccount ManagementBudgetsAttritionSales ProcessManagementTeam ManagementTime ManagementCustomer Relationship Management (Crm)LeadershipAutomotiveTeam LeadershipCall CentersBusiness DevelopmentCrmCustomer RetentionCustomer ServiceCustomer SatisfactionTrainingNew Business DevelopmentCustomer ExperienceFleet Management

ABOUT CARL MILLER

With over 15 years of experience in contact centre management and customer experience…

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