Samuel Maddock

Background

About Samuel Maddock

With over 13 years of experience in customer service and operations, I am a results-driven and passionate leader who strives to create positive impacts for both customers and colleagues. As a Contact Centre Team Manager at The MDU, I oversee a team of 25 advisers, ensuring they deliver exceptional service to our members and stakeholders, while also managing key operational processes and projects.My core competencies include team development, operational improvement, project management, and complaint resolution. I have a proven track record of leading dynamic teams in hybrid and remote settings, empowering them to achieve their goals and grow their skills. I have also implemented Agile and Scrum methodologies, chatbots, and workable solutions to optimize workflows, enhance efficiency, and increase customer retention. Additionally, I hold a Google Project Management Certificate, which enables me to plan and execute initiatives with agility and precision. My mission is to not only meet but exceed the expectations of both customers and colleagues, by driving operational excellence and innovation in a rapidly evolving landscape.