Michael Holder

Head of Customer Services and Logistics @Synnovis

London, GB

Headed international client relationships within the Executive Group to develop Customer Centric Department to assist with the delivery of the NHS Long-Term Plan and the requirement for integrated services. Received multiple internal awards for innovation and leadership. Within November 2021, overtook management of the Logistics Network, completed Due Diligence for Preferred Logistics supplier to obtain operational, clinical, and commercial assurance. In addition, ensured compliance with ISO 9001 and 15189. Led Contract transition from current to future state Logistic Provider for Viapath’s Network (£22m Contract). Transformed and lead the Customer Service team into a high performing organisation continually delivering quality Services with a customer centric culture Developed and managed the entire Customer/Service User experience Strategy Facilitated daily command/operational calls and reported appropriate action plans to optimise executive-level operations Delivered training and mentoring sessions to frontline operational staff by ensuring delivery of changes and break down organisational silos Ensured compliance with national policies, while developing and administering guidance to facilitate a quality customer service experience Lead the development and introduction of automated digital reporting tools to record, assess, and analyse customer feedback Lead on the development of internal systems, processes, automation and digital experience for both customers and colleagues Ensured that platforms and customer touch points are as effective as possible and deliver exceptional customer service Identified and recommend or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention Establish performance metrics for customer service representatives including KPI’s Provided support to the Business Development Team in identifying service opportunities to drive revenue and profitability