Ross Evans-Locking
Manager - Customer Centre @Virgin Atlantic
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WORK HISTORY
Manager - Customer Centre @Virgin Atlantic
Swansea, GB
Accountable for the productivity performance and quality of the Customer Centres, which consist of a direct Sales channel, Customer Solutions, Global Ticketing and both pre-flight and post-flight customer service (across telephone, email, SMS, messaging, social media and web forms). Ensuring KPI’s, SLA’s and quality standards are delivered consistently & efficiently, whilst minimising financial outlays and maximising revenue generation. Accountable for managing the fulfilment activities, performance and contractual output of third-party vendors and outsourcers.Supporting the Head of Customer Centres with delivering the Customer Centre Strategy, setting up and supporting new initiatives. Create a yearly departmental plan focused on developing a strong culture of continuous improvement and preventing repeat service failures by influencing stakeholders at all levels. To provide inspiration, motivation and development to the Customer Centres, delivering exceptional levels of customer service and employee engagement, through coaching and developing direct reports to achieve their potential as leaders.
ABOUT ROSS EVANS-LOCKING
Experienced Contact Centre Manager with a passion for excellence in customer service. I\'ve dedicated my career to both Contact Centre and Aviation industries, gaining valuable insights and expertise.As a Contact Centre Manager, I excel in managing diverse aspects of customer engagement. I oversee telephony operations, optimise B2C sales channels, harness digital platforms and AI for seamless customer and Advisor experiences, streamline ticketing functions, and successfully lead offshore teams in the APAC and South America regions, in addition to managing a large scale Contact Centre in the UK.My commitment to fostering teamwork, implementing efficient processes, and driving customer-centric strategies has consistently delivered exceptional results. I\'m dedicated to elevating customer experiences while achieving operational excellence.Let\'s connect and explore opportunities to enhance customer engagement and drive business growth together.
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