Tom Emmans
Service Manager @Opus Technology
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WORK HISTORY
Service Manager @Opus Technology
Reigate, GB
In my current role, my focuses contain but are not limited to- Maintaining strong relationships with Service Managed clients to drive customer satisfaction and retention- Driving customer satisfaction by advocating the client voice internally- Creation and maintenance of reporting templates and process documentation used for Service Management- Identify continual improvement for the business from customer insight and feedback- Dedicated escalation contact for Service Managed customers- Complaint ownership for all Service Managed Key Accounts- Reporting to the business the KPI\'s and major events for the clients in my Service Management portfolio- Presenting introductions to service to new customers
EDUCATION
Harris Academy Falconwood
ICT , English Literature and IT
SKILLS
ABOUT TOM EMMANS
As a Service Manager at Opus Technology, I have over five years of experience in managing multiple operational streams, delivering high-quality service to customers, and driving continual improvement for the business. I am passionate about understanding the needs and expectations of customers and colleagues, and advocating the customer voice internally.In my current role, I maintain strong relationships with Service Managed clients, create and update reporting templates and process documentation, identify improvement opportunities, and handle escalations and complaints. I also present introductions to service to new customers, and report on the KPIs and major events for the clients in my portfolio. I have successfully increased customer satisfaction and retention rates, and contributed to the company\'s accreditation by the Institute of Customer Service.
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