Tony Heald's Linkedin Analytics

I have been privileged to lead large operations (100 – 1,000 people) to deliver unheard of levels of customer service across a variety of sectors, both insourced and outsourced. My unwavering commitment to my people has created engaged teams that excel, across single, multi-site, and remote locations. I help leadership teams solve problems, delivering improvements in employee and customer experience. I’ve yet to meet anyone who ‘gets’ customers quite the way I do; I’ve taken C-Sat up by 75% for 3 blue chip organisations. Customer service is not a cost, it is an opportunity: an opportunity to clearly outline a customer vision to the business, an opportunity to understand how to be more efficient, an opportunity to remove non-value-added steps in the customer journey, an opportunity to drive customer attraction and retention, and an opportunity to drive profit. Notable achievements over the last 5 years with large contact centre operations;  Increased mobile telco sales conversions by 8 points delivering an additional £480K in revenue.  Reduced operating costs by £1M (20%) by innovative use of technology and call reduction strategy  Increased Gross Profit by £400K (45%) year on year.  Delivered best recorded NPS / Customer Satisfaction scores for 3 blue chip organisations.  Reduced operating costs by £180,000 through removal of non-value add calls.  Increased employee engagement by an average of 17 percentage points (per question).  Re-engineered outbound operation delivering uplift in revenue of £200k whilst reducing costs by £150K.