Maurizio Mallia's Linkedin Analytics

Customer-Centric Leader with 20 Years of Experience Across Telecoms, E-Commerce, Fintech, and Financial Services. I am passionate about transforming customer service operations and driving measurable improvements that directly impact business success. My focus is on delivering exceptional customer experiences, optimisng contact centre performance, and building high-performing teams. What I Deliver: I specialise in transforming customer service operations to drive efficiency, elevate customer experience, and improve business outcomes. By leveraging customer feedback and loyalty programs, I create strategies that consistently boost NPS, CSAT, and retention, reducing churn and enhancing satisfaction. I resolve complex issues swiftly, turning complaints into opportunities for growth and brand loyalty. As a strategic leader, I build high-performing, inclusive teams that excel in delivering exceptional service. Through process innovation and operational excellence, I optimise service delivery and ensure measurable business success. Career Highlights: 🔥 Strategic Leadership and Business Turnaround -Overhauled minicabit's customer service strategy, launching 24/7 live chat support, which drove a £300k boost in annual revenue through enhanced customer engagement and service availability. -Led a full-scale overhaul of a 100 FTE Glasgow contact centre for Socialicity, implementing new practices and structure, leading to a notable 30% churn reduction in six month and an employee engagement score of 85%. 🔥 Leadership in Change Management -Led a major restructuring efforts at Barclaycard optimising global customer service operations and reducing operational costs by 20% while maintaining service quality across EMEA and APAC regions. 🔥 Customer Experience Transformation -Raised Keebo's Trustpilot rating from 4.1 to 4.8 through proactive customer engagement. -Launched initiatives propelling Keebo's NPS from 25 to 50, through feedback analysis and loyalty programs. Recommendations: 🔥 Marcin Gosz, CTO at Keebo (Wagestream company): “Maurizio is an exceptional customer service specialist. He’s dedicated, driven, and a great team player. Our Trustpilot score, now close to 5 stars, is a testament to his hard work. He will be an excellent addition to any team.” Let’s Connect: If you’re looking to enhance your customer service, improve operational performance, or increase loyalty, feel free to reach out for impactful solutions. 📱 +44 77 400 69457 ✉ maurizio1994@icloud.com