Mike MacDonald

Creative Concierge Team Leader @Creative ITC

Milton Keynes, GB

Won \"Outstanding Contribution 2024\" award as voted for by Senior Leadership Team in my first year at Creative.Leadership & Team Management: Successfully led a cross-functional team responsible for customer communication, reporting, and incident management, ensuring seamless coordination and high-quality service delivery.SLA Improvement: Strategically increased average ticket resolution SLA success rate from 96.4% to an impressive 99.2%, significantly enhancing customer satisfaction and operational efficiency.Process Design & Implementation: Designed and implemented a robust major incident management process, leading to quicker resolutions and minimizing business impact.Product Ownership: Product Owner for customer-facing reporting software, collaborating closely with an external software development company in India to deliver high-quality solutions that meet customer needs and expectations.Data-Driven Insights: Developed and deployed comprehensive Power BI reports, providing critical insights for global capacity management planning and optimizing resource allocation.

University of Kent

Bachelor of Science (BSc), Forensic Science and Technology