Homebox (previously Billing Better)

*People & Financial Management: Accountable for overseeing and managing Operations, including *Customer Service (CS/CX), Operational teams, and Credit Control.
*Strategic Roadmap Development: Led the design and execution of the operations strategic 
  roadmap, driving growth and scalability.
*Stakeholder Engagement: Acted as a senior partner to utility suppliers and B2B clients, ranging from 
  SMEs to large enterprises.
*Credit Control Optimization: Conducted a comprehensive review and successfully redesigned credit 
  control practices, improving efficiency and effectiveness.
*RFP Management: Designed and delivered a complete Request for Proposal (RFP) process, securing 
  external partnerships.
*Customer Satisfaction Improvement: Elevated Trustpilot rating from 3.8 to 4.2 within two months 
  through targeted customer experience enhancements.
*Leadership & Collaboration: Active member of the Leadership team, contributing to overall 
 company strategy and decision-making.
*CRM Optimization: Optimized the current CRM system to better align with customer and agent 
  requirements, enhancing overall performance.

Operations Director 

Cuckoo

*Team Leadership: Managed a team of 150 internal Customer Service agents across multiple brands.
*Outsourcing Strategy: Designed and implemented an outsourcing model to complement internal 
  support, effectively scaling operations.
*Headcount Growth: Achieved a 300% increase in team headcount to meet growing operational 
  demands.
*CRM Development: Played a key role as a stakeholder in the design and launch of a new CRM 
  system (Kraken), enhancing customer service capabilities.
*Process Redesign: Led a comprehensive redesign of operational processes to improve efficiency 
  and service quality.
*Strategic Planning: Developed a three-year strategic plan for the contact center, aligning with long- 
  term business goals.
*Credit Control Improvement: Implemented new credit control practices and processes, reducing the 
  Days Sales Outstanding (DSO) from 80 days to 25 days.
*New ISP Launch: Successfully launched a new Internet Service Provider (ISP) from conception, 
  achieving over 5,000 customers within the first three months.
*Customer Satisfaction: Improved Trustpilot rating from 3.5 to 4.5 over a nine-month period through 
  targeted service enhancements.
*Operational Efficiency: Increased speed to answer customer inquiries by 45%, significantly 
  improving response times.

Customer Service Director 

The Restory

*Operations and People Management
Managed a team of 50, overseeing both financial and operational performance.
Conducted a full evaluation and restructure of the Atelier, improving productivity and financial   margins.
 Identified and implemented new technologies to enhance processing and customer experience.
 *Strategic and Operational Leadership
Delivered strategic and operational models across the business, aligning with overall company objectives.
Led transformation initiatives, driving growth and aligning with company strategy.
*Customer Experience Excellence
Ensured exceptional customer experience at every touchpoint, leading to improved NPS and CSAT scores.
Developed both in-house and outsourced customer experience strategies using customer            insights  to drive better solutions.
 Partnered with appropriate stakeholders to ensure comprehensive health and safety measures.
*Leadership Development
Supported and developed management teams, empowering them to enhance their leadership    skills  and drive team motivation.

SVP Global Customer Experience 

Joined The Restory initially as a consultant to evaluate the customer experience offering.  After providing recommendations for change I was asked to join on a permanent basis.  Joining the executive team my role covers CX, CS, Processing and Logistics as well as the Atelier, HR and Health & Safety.

Director Of Operations

Samfre Consulting LTD

Founder

Phoebe Philo

Samfre Consulting has been retained to work on a short term, part time consultancy basis around a specific number of areas with CS and CX

CX Consultant/Advisor

Theo Paphitis Retail Group

Customer Experience Transformation Director 

Tenacious Labs

CX Consultancy 

Draper Tools

Transformation project covering;
* Structure 
* Process
* People
* Ticketing solution identification and implementation
* Telephony solution identification and implementation

Customer Experience Consultancy 

Samfre Consulting was engaged by Draper to evaluate their customer service and experience proposition and make recommendations based on these findings

ALFRESCO CONCEPTS (UK) LIMITED

Samfre Consulting was engaged by Alfresco Concepts to work with the Big Green Egg team to evaluate their customer service and experience proposition and make recommendations based on these findings

Customer Experience Consultancy  

Simba Sleep

Samfre Consulting has been engaged to perform an audit of the Simba CX/E function over a 10 day period covering specific focus elements and recommending change where needed.

Customer Experience Consultancy (short term audit project)

CS Director | Operations Director | CX Director | Consultant | Ex FarFetch | Burberry | LVMH

An experienced Customer Service/Experience/Operations Director working across multi/omni-channel with extensive success in set up, transformation and project management.   Excellent communication and interpersonal skills with a passion for people and people development.  A secret geek who loves all things CS tech and has implemented multiple customer experience/CRM tools.

Samfre Consulting LTD is a boutique consulting company delivering excellence in the Customer Service and Customer Experience space.  We have successfully delivered full transformation and change management projects including everything from restructure, people management, technology implementation  and everything in between.

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