Tom Riley
Customer Experience Executive @Softcat
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WORK HISTORY
Customer Experience Executive @Softcat
Marlow, GB
My focus is to ensure our customers are being provided with high level engagement to ensure they are getting the most out of the services we provide. As well as this, my focus will be to ensure the CSAT survey is rolled out effectively, looking to increase our response rate and repeat responders! Customer Experience is something we prioritise at Softcat so the sky is the limit with how we can continue to satisfy despite the constant developing market climate
EDUCATION
UKMT
Bachelor, Maths and Business
Great Marlow School
A Level, Law, Business and Media
ABOUT TOM RILEY
Ever since I started my career, I have been working in a customer-centric role. From on-floor customer service to providing digital support, providing an excellent service for customers has been my priority. They say \'the customer is always right\' and while this is somewhat true I like to see it as the customer will always deserve care and attention. In my experience, customer\'s are more concerned about seeing their needs met and any issues sorted efficiently rather than trying to prove us wrong. Customers are the centre of gravity in business, so customer excellence is a must for long term success.While sales help push this mission by bringing in new customers and driving growth, customer retention is the foundation for a successful and sustainable business. Being involved with providing a high level service on an intimate level has allowed me to nurture my skills and techniques to maintain a consistently high level of customer satisfaction. The customer journey is no longer just transactional. Long-term, strategic relationships are formed through the ease of doing business, fostering peer-to-peer connections through high quality engagement and being viewed as a partner, not just a supplier!Every customer has their own specific needs and it\'s our job to meet them!Key & Transferrable Skills- Project Management- Customer Service- Customer Experience- Public Speaking- CRM Management- Strategic Development - Time Management- Leadership- Diversity of thought- Dispute Resolution- Problem Solving
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