Nick Gibbons
Customer Services Manager @DHL Supply Chain
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WORK HISTORY
Customer Services Manager @DHL Supply Chain
Coventry, GB
Managing daily call centre operations to meet SLA’s and KPI’s.• Monitor call volumes, staffing levels and productivity.• Implement processes to improve efficiency and customer experience.• Lead and motivate a team of 10 customer service agents.• Ensure consistent delivery of high quality customer service.• Handle customer complaints and complex cases
ABOUT NICK GIBBONS
With over 25 years of leadership experience in client services and operations, I bring a proven track record of driving efficiency and building high performing teams and delivering exceptional customer success. I have led high performing and diverse teams across both nationally and internationally in a fast paced, high volume roles, driving improvement to sales, customer satisfaction, CSAT & NPS. In addition I have led customer experience improvement initiatives and change management projects to support diverse business areas. Leading on strategic planning and process implementation to deliver consistent customer excellence. Improving customer journeys resulting in real time results and company-wide cost saving initiatives. Analytical and observant, with a developed understanding of customer satisfaction, resource planning, training and compliance.
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