Michael Fasulo
Head of Customer & Contact Centre Operations @Bennetts Motorcycling Services Ltd
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WORK HISTORY
Head of Customer & Contact Centre Operations @Bennetts Motorcycling Services Ltd
Peterborough, GB
Overview:As Head of Customer Operations, leading a multi-disciplinary team delivering over customer interactions annually across voice, chat, social, and digital channels for the UK’s #1 motorcycle insurance specialist.Key Responsibilities: • Full ownership of Customer Operations strategy, performance, and delivery across Sales, Service, Complaints, Back Office, and Resource Planning. • Lead digital transformation initiatives, including omni-channel service deployment and self-service enablement.Key Achievements: • Delivered exceptional employee engagement scores and market leading contact centre attrition rates. • Led the digital transformation of our customer service operation, launching WhatsApp, Live Chat and AI-enabled bots. • Improved NPS and customer satisfaction metrics while reducing operational cost-to-serve.
SKILLS
ABOUT MICHAEL FASULO
Experienced Head of Customer Operations and Contact Centre Leader with over 10 years of senior leadership experience in high-growth, customer-focused businesses. Currently leading a multi-disciplines customer team at Bennetts, the UK’s No. 1 motorcycle insurance specialist servicing over annual customer interactions across voice, digital, social and self service channels I’m passionate about delivering measurable improvements in customer satisfaction (NPS/CSAT), operational efficiency, and employee engagement.As a member of Bennetts leadership team, I’ve shaped company-wide strategies, influenced and driven cultural and operational change.I thrive in fast-paced environments where I can scale teams, transform CX strategies, and deliver business-critical outcomes.Specialisms: Customer Operations Leadership Contact Centre Management CX Strategy & Transformation Digital Channel Enablement P&L Ownership People Leadership & Coaching NPS & CSAT Improvement Change Management Workforce Planning
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