Graham Lyon
Team Manager @Virgin Media O2
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WORK HISTORY
Team Manager @Virgin Media O2
Manchester, GB
As a manager, my role involves inspiring and leading a team to deliver the best in customer service in the most efficient way. Initiating and managing large projects that total £600k in cost savings per annum.Key Achievements:• Increased engagement resulting in a 3% increase (based on 200 staff), improving attendance, attrition and staff loyalty.• Improved call shape (decreasing handling time and transfers) to achieve a£100k saving per annum.• Increased first time resolution by 7.7% to attain a £50k saving per annum.• Improved repair process, saving £90K per annum.• Decreased credit spend, saving £250k per annum.• Increased customer satisfaction by 8%(81%-89%)
EDUCATION
Stockport College
Associate’s Degree, Certificate in Training Practise
SKILLS
ABOUT GRAHAM LYON
An inspirational manager with a proven track record in Performance Management, Coaching and Development, Customer Experience and Employee Engagement.
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