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Mark Howson

Mark Howson

Manager of Customer Operations

Ovivo Mobile Communications Limited

Manager of Customer Operations at OVIVO Mobile, a fast growing UK MVNO.

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Ovivo Mobile Communications Limited

Manager of Customer Operations

It's my job to deliver an incredible Customer Service experience at OVIVO - the world's only mobile network (MVNO) funded by advertising and m-commerce - both at the start of the customers journey, in-life and at end of life. I do so by working with outsourced functions, a variety of suppliers and on internal projects setting and achieving challenging targets.

Since joining the business, I've worked to halve the cost of service delivery by introducing enhanced self service tools including OVIVO Support, a fully responsive, mobile and tablet friendly self-service portal with answers to the most frequently asked questions, and OVIVO Settings, an industry-leading mobile configuration solution with support for thousands of handsets from dozens of manufacturers.

New tools and solutions have enabled us to reduce AHT by 20% and significantly lower average handling time, whilst lowering our customer to agent ratio significantly.

We've also started to log and improve Customer Satisfaction, taking an innovative, one question approach leading to more than 20% of customers taking the time to provide feedback on the service they received.

This data is being used to drive a focus on quality of service throughout 2014 as we significantly expand our team to encompass a greater number of departments and functions, supporting our fast growing customer base.

Career medium 05
Career
Career medium 04

Telefónica UK Ltd

Retail Technical Managerial Specialist (O2 Guru)

My primary job responsibilities were to support colleagues in understanding the soft skills they need to do a great job, whilst training them in new propositions in a fast paced environment and supporting customers in understanding the wonders of technology. I was additionally responsible for assisting in driving in-store sales and service performance against challenging targets and delivering a consistently great in-store experience that turns our customers into fans.

I did this by delivering VAK compliant training to my team and clients tuned to their individual requirements and needs, facilitating group sessions as well as offering guided self learning opportunities by introducing my team and customers to relevant resources - sharing and developing self created resources on an area, regional and national level.

I helped to drive great sales performance by operating with an open and honest management style, making individual colleagues stakeholders in their own success through performance coaching and carefully tracking the state of play so it’s apparent what else needs to be done to improve further.

Additionally, I developed and managed a pilot initiative with Secondary Schools, delivering sessions relevant to our community objectives. I managed the bookings for these sessions, created the content to meet learner objectives and ensured a productive working relationship with all stakeholders.

Previously based in Scarborough for this position.

Career

Nationwide Building Society

Customer Representative

Full time Customer Representative for the world’s largest building society. Exceeded sales targets significantly in all quarters to date. Handled large amounts of cash and balanced a till, complying with society and FSA regulations in doing so. Understood and followed the Treating Customers Fairly procedures. Adhered to security, money laundering and fraud prevention protocols at all times. Resolved complaints in branch, over the phone and by post.

Explained new products and their benefits to customers with view to passing to an Account Manager for the sale, regularly exceeding sales targets. Opened a variety of new accounts for customers and participated in administrative duties to society timescales. Managed PRIDE - the Nationwide employee values scheme - in the branch as a PRIDE partner through a full relaunch with a goal of motivating my colleagues and encouraging success, with the backing of the branch manager.

Participated voluntarily in the NationwideEducation program, training school students in financial education in a classroom environment. Managed my time effectively to prepare for the lessons, using a combination of content provided by the Society and self generated resources. Visited schools independently and presented lessons unaided to groups of 30-60 children. Consistently scored very good to excellent on visits.

Career medium 03
Career
Career medium 01

Three

Sales Associate

Part time Sales Associate for UK’s biggest 3G network. Was responsible for selling to and supporting a variety of on network customers of different ages and technical aptitudes. Met or exceeded sales targets and was never below store average for percentage of total sales measured across four key productivity indicators.

Took on additional responsibility of custom creating trackers for local and regional promotions using Excel to enable data to be more quickly analyzed and compared - often on my own time rather than the companies. Analysed promotions to identify ways they could be used to increase the value of store business and provided findings to the team.

Updated the POS items in the store to ensure compliance with company standards and researched products and services being released by competing networks to ensure I was aware of the state of the industry.

Entered MobileToday’s prestigious ‘Shop Idol’ competition to find the best mobile retailer of 2009, finishing third in my company with a score of 85%, despite only being with the company for a few months at the time of being mystery shopped.

Career

McDonald's Europe Ltd.

Crew Member

Flexible hours Crew Member for leading international fast food brand. Worked as part of a team to deliver and serve foods to company standards with the quality, speed and convenience consumers have came to expect from the McDonald's brand.

On the counter, consistently met or exceeded hourly sales targets, complying with up-sells and cross-sells as required to encourage higher per transaction spend. Correctly identified the appropriate amounts of change to be provided to each customer, and dealt with complaints quickly and efficiently.

In the kitchen, met health and safety regulations and worked in a quick and efficient manner to meet McDonald's service level requirements, ensuring that work was of a high quality as well as at a fast pace. In the dining area, ensured the restaurant was a clean and welcoming environment to eat.

Career medium 05
Career

Newby and Scalby Primary School

Scalby School

12 A* to B GCSEs, 6 A* GCSE’s - ICT Dual Award, English, Additional Science, RE and Citizenship, 4 A GCSE’s - English