Richard McCarthy

WORK HISTORY

EDUCATION

ABOUT RICHARD MCCARTHY

After a successful and accomplished 20 year career delivering and improving service delivery standards across diverse sectors including retail and telecommunications, I have established myself as a delivery-focused and customer-centric senior executive with a broad skill set. I currently work for Charities Aid Foundation as Head of Customer Service and Experience where I have been instrumental in the introduction of an innovative operating model. Including a new email handling system and web chat offering, this has led to major improvements in efficiency and signifiant OPEX savings through process improvement and closer supplier management. In addition, I am responsible for overseeing and coordinating the end to end development of integrated customer engagement and communications projects. Over the course of my career, I have developed a broad spectrum of skills including customer service strategy creation and management, contact centre operations, strategic planning, solutions implementation, technical support provision and cross-functional team building and leadership. Furthermore, I have demonstrated that I am able to consistently utilise a strong commercial and financial background to drive down costs, enhance performance and maximise efficiency. One of my core strengths is my ability to build strong relationships and work collaboratively with key stakeholders, colleagues, senior managers, 3rd parties and customers to facilitate the delivery of objectives. I am committed to delivering best in class service and am recognised for being a trusted and empowering team manager – now seeking new opportunities.