Bright Coaching Xperience (BrightCX LTD)

Guiding dissatisfied professionals to reshape their mindset, empowering them to create or embrace a fulfilling career and balanced life.

Work Fulfilment FREE Guide  
https://www.karlsandland.com/workfulfilment

Founder / Mindset Coach

Shield Safety Group

Accountable for the delivery of all service management experiences as well as enhancing internal processes to improve customer satisfaction and identify potential up-sell opportunities.

Key in prioritising delivery resources, developing strategic relationships, assisting with disputes related to service delivery, and conducting service delivery negotiations. 

Represent the customer, delivery scheduling/forecasting, process optimisation and strategy formulation within the Leadership Team.

Service Delivery Director

* Part of Shield Safety Group *

Responsible for the single vision across all methods of customer contact, influencing corporate activities of customer relations in marketing, sales, product design, user interface, finance (billing), onboarding and post-sale support. 

TARGETS

•	NPS +75 (actual Q3 2019 = +86)
•	Retention 90% (actual Q3 2019 = 100%)

GOALS 
 
•	Engage the organisation in managing customer relationships, revenue, and profit.
•	Create a persistent focus on the customer in the actions the company takes.
•	Drive the organisation to work together for optimum customer experience delivery.
•	Facilitate 'fit-for-purpose' product design, delivery and aftercare.
 
ACTIVITIES
 
•	Customer insight management. Develop and support a 'voice of the customer' program.
•	Customer experience measurement. Create and track key customer experience metrics and related management dashboards.
•	Customer advocacy. Ensure customer's needs and definition of value are taken into account in key decisions.
•	Process improvement. Help the organisation map interactions from the customer’s point of view and then redesign broken processes.
•	Culture and training. Actively work on 'customer-centric' cultural change and identify coaching/training required.
•	Colleague communications. Make sure that colleagues are informed and engaged in the efforts.
•	Issue resolution management. Establish and support the process for solving customer issues
•	Cross-organisational coordination. Support the cross-functional teams and processes that govern the customer experience efforts.

Chief Customer Officer (Riskproof)

Working as part of the Leadership Team to develop and deliver strategies in alignment with a Customer Success mindset.

Responsible for the multifunctional SaaS Customer Success Teams, delivering Presales, Trials, Onboarding, Account Management, Adoption, Retention and Application Support.

Key objectives:
• Help foster company-wide culture of Customer Success
• Define and optimise the customer journey
• Drive true value for customers
• Lead cross-functionally to drive customer success
• Improve the customer experience
• Identify opportunities for continuous improvement

Own metrics for customer service:
  • Average Handle Time (AHT)
  • Customer Satisfaction Score (CSAT)

Own metrics for Customer Success:
  • SaaS Churn Rate
  • Customer Effort Scrore (CES)
  • Net Promoter Score (NPS)

Support core metrics for our company:
  • Revenue
  • Cross-sell
  • Saas Churn Rate
  • Complaints

Customer Success Director

Senior Management Team member of one of the UK’s leading providers of Food Safety, Fire Safety and Health & Safety software and services.

• Responsible for driving innovation throughout the Implementation/delivery process.
• Introduced cross-functional delivery ‘Squads’.
• Coaching & Mentoring the use of Agile Principles and Methods.
• Responsible for significant delivery throughput increase of over 40%.

Head of Implementation & Software Services

AccessPay

Senior Management Team member of a VC Backed FinTech Company, reporting to the CEO.

• Overall responsibility for delivery of BACS/FPS and SWIFT Connectivity Solutions.
• Instrumental in growth phase of a Fintech Start-up
• Implemented a tailored PRINCE2/Agile framework covering people, process and systems.
• Implemented detailed delivery KPI’s and reports framework 
• Managed multiple divisions/teams both domestic and off-shore.
• Programme Managed internal offshore-to-inshore devops business change

Head of Service Delivery Operations

BCN Group Ltd

* Previously Polymorph Limited until acquisition by BCN Group *

• Headed Project Management Office, reporting to Operations Director.
• Built Project Management function 'bottom-up' (tailored PRINCE2/Agile)
• Performed Ad-hoc Business Analyst, Solution Architect and Project Manager roles.
• Managed delivery of award winning '2013 IT Europa Award for SME Solution of the year'.

Lead Project Manager

Dairygold Food Ingredients (UK)

• Head of IT Operations across 2 UK sites. (approx. 170 users).
• IT Budget preparation, management and post year-end analysis.
• Responsible for controlling IT & non-IT strategic business planning.
• Responsible for Business Process streamlining.
• Project Management (PRINCE2 methodology) of all IT related projects across UK.

Business Analyst / Project Manager

NT CADCAM LTD - SOLIDWORKS Reseller

- Delivered SolidWorks classroom training as a Certified SolidWorks Instructor.
- Provided consultancy and onsite implementation of PDMWorks Enterprise.

SolidWorks Trainer/Consultant

WORK Group Inc. WORK Group Ltd.

* Previously RCCHR until acquisition by Work Group plc *

- Hands-on responsibility of all aspects of strategic planning, project management and deployment.
- Reduced the cost of buying IT and Infrastructure products and services by 25%.

IT & Infrastructure Manager

ADM Computing Limited

- Provided outsourced IT for an extensive customer-base in the North West.

IT Technical Consultant

AG/CAD Limited

- Responsible for day-to-day management of the support department.
- Implemented computerised logging system for support calls.

Technical Support Manager

EVOLUTION SYSTEMS LIMITED

- Provided Helpdesk support for SCO Unix & Windows systems.
- Implemented bespoke Commence CRM solutions.

Technical Support Engineer

Guiding dissatisfied professionals to reshape their mindset, empowering them to create or embrace a fulfilling career and balanced life.

Challenges At Work: Negative Self-Talk and Sabotaging Thoughts

So negative self talk and those real sabotaging thoughts that we have when we're at work. We all have those moments where we're just kicking our own arse mentally right? You know telling ourselves we're not good enough not smart enough. That's bound to fuck up that's not gonna work. Now the challenge is really dealing with those thoughts head on. They're like weeds in a garden of our minds. 

So what do you need to do? 

First off, it's about recognising those mental roadblocks for what they are. Those sneaky little barriers trying to trip you up. And once you've clocked them it's time to roll up your sleeves and dismantle them brick by brick. This means getting real with yourself questioning those negative thoughts and asking is this really true or is it bullshit?

Am I just letting fear creep in and control what I'm thinking? 

When we learn to kick those negative thoughts to the curb decisions become easier confidence skyrockets and that's a game changer. 

If you need some help with that  just ask.

#OvercomingNegativity #MindsetMastery #Workstress #SabotagingThoughts

Karl Sandland

Challenges At Work: Lack of Clarity and Direction. 

You know the feeling right? You're sat there at your desk staring at the screen and you can't shake off that nagging sense of uncertainty about where the hell you're going in your career.

What you really need is that big dose of clarity injected straight into your veins. 

You need to strip things back and really figure out what makes you tick. You've got to gain crystal clear clarity on your core values and desires. Because once you've got your clarity locked down everything else starts to fall into place. Suddenly you're making decisions with purpose not just floundering around in the dark. It's like someone's flicked on this big spotlight that's shining on this road ahead. Everything becomes clearer. You're building a life and a career that's really fuelled with passion and purpose.

So if you're sick of feeling like you're stuck in that same old rut and you're ready to kickstart your journey towards a purpose driven life and career and you'd like some advice on how to take that first step you just need to ask. I'm here to help you cut through the crap and get you moving in that right direction.

#CareerClarity #CoreValues #CareerPurpose #MotivationAtWork

Really insightful to know that most Coaches who state they are an entrepreneur are ACTUALLY AN ARTIST.

At my core I think I’m an artist, albeit with some Manager/Leader qualities + a dash of entrepreneurial drive.

What about you???

youtube.com

7 Mins That Will Change How You See Yourself Forever...

Challenges At Work: Lack of Motivation and Inner Drive

You're slogging through the day feeling like a hamster on a wheel. And I know you're nodding your head thinking yeah that's how I feel Karl.

Because you're struggling with that same motivation and inner drive right? It's like trying to start a petrol lawnmower with no petrol in it. It's frustrating as fuck. 

But here's the thing. What you need is a good old fashioned dose of self awareness.  I'm talking about digging deep peeling back those layers and finding what really makes you tick.  That stuff that gets you out of bed in the morning ready to take on the world.

Now how's that going to help? Well when you elevate your self awareness and tap into that inner fire suddenly work isn't just a slog anymore. It's a chance to shine. It's a chance to make a difference. It's part of the journey on your life purpose.

You find yourself stepping up taking charge and smashing those goals at work.

If you fancy a bit more of this no nonsense advice and a bit of a kick up the arse when you need it you know where to find me.

#WorkMotivation #InnerDrive #SelfAwareness #FindYourFire

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