Thomas Besse

WORK HISTORY

SKILLS

ABOUT THOMAS BESSE

A passionate, highly committed, internationally experienced, and process driven Complaint/Customer Services Manager, who specialises in leading and managing high performing teams with lean principles that deliver a first-class level of customer service and user experience. A Lean Six Sigma Black Belt and Prince2 Practitioner who possess a successful proven track record of commercial achievements by delivering culture transformation, regulatory adherence, KPI objectives and commercial targets by adopting resilience, attention to detail, commercial awareness and innovation. Key Skills : • Knowledge: 15 years of international leadership experience within the area of customer services within the transportation, new technologies, telecommunications and insurance sectors. • Leadership: A fair, disciplined and supportive leader who leads by example and is passionate in developing individuals within a team to reach objectives and add long term value to the business. • Commercial acumen: Possesses a great level of commercial awareness of a business by fully understanding its products and services, with a view to displaying the best level of customer service by adopting lean management principles. • Relationship: Endeavours to forge and build solid professional working relationships with internal colleagues and external stakeholders by closely managing expectations and ensuring clear communication at all times. • Customer experience: Recognises customer experience to be greatest importance by measuring SLAs, NPS, AHT, average response times, and hold time metric KPIs, that truly reflects business performance and suggestions for improvement. • Problem solving: A passionate problem solver who greatly enjoys solving a variety of issues in an imaginative and creative manner, by employing both traditional and innovative ways of working to seek new and practical solutions.