Peter Chisam

Background

About Peter Chisam

I am an enthusiastic, determined, hands on senior manager with over 20 years’ experience in customer service, operations & transformation. Specialising in strategic thinking, building relationships, Contact Centre management, Commercial account management & project planning. I have a solid and logical approach to management with a proven track record in providing customer excellence. I have excellent operational, financial, and commercial acumen with extensive experience of building, mentoring & motivating successful, diverse teams, as well as managing multi-faceted sites. I was head hunted for the role of Head of customer transformation at Clever Company. I achieved my objectives by changing the service delivery & became number 1 in the sector. Whilst at Clever Company: • European Customer operations & Client relationship manager. Managing over 40 staff & 3 team managers across multiple channels & contact centres UK & France • The Set-up and implementation of customer service & repair centres In France • Delivered Strategic plan – Increase Trust Pilot score from 2.6 to 4 stars & become number 1 in the sector. • Delivered Project - Implemented a new CRM (Zendesk) into the businesses reducing FTE requirements by 90K. • Delivered Project – Software ERP Gold into the business to improve performance, efficiency & stock holding visibility – 100K • Implemented an Internal Net Promoter Score along each customer journey.(From -35 score to +39 score within 9 months) Whilst at Glen Dimplex Home Appliances: • European Customer operations & client relationship manager. Managing over 80 staff & 7 team managers across multiple channels and contact centres • Delivered multiple projects - Implementation of many new businesses “Belling” in 2004, “LEC” in 2006, “Glen Dimplex Boilers & Halstead Boilers” in 2012, “Morphy Richards” & “Roberst Radio” in 2017. • Implemented self-serve strategy to improve customer & staff experiences and reduce costs of 600K • Delivered Project - Implementation of Field Service Manager system – saving the business 300K • Delivered Project – Implementing Voice contact centre solution into the 3 contact centres. • Prepared departmental budget & cost. P&L grew yoy from 7m to 15.2m • Won “service excellence award” 2010, 2012, 2015,16 & 17.(Other years remained top 3) • Implemented sales upsell programme. Generated revenues of 2 million each year. • Delivered project – implementation of virtual warehouse. I want to gain qualifications in Prince2 & ITIL. I’m currently working towards my Prince2 certificate.