Ovivo Mobile Communications Limited
Manager of Customer Operations
September 2013 — Present
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.