Bina Kantaria MBA MCMI CMICS

Customer Service Manager | Business Transformation Professional Hertfordshire, United Kingdom binakantaria@yahoo.co.uk Profile A professional, enthusiastic and confident Customer Service Manager with extensive experience of working within a competitive international B2B and B2C service. Expert knowledgeable in customer insight, lean process design, GAP analysis, strategy formulation, managing customer journey touch points, contact centre management, change management, stakeholder management, service improvement, complaints management and policy development. A strong leader who is able to maintain a results-focussed team at all times. Currently seeking a challenging Head of Customer Service Improvement role. Skills Matrix Customer service management | complaints management | customer insight NPS | customer excellence | Prince2 | Six Sigma | strategy formulation | performance management | performance analysis | performance improvement | service improvement | best practice | SLAs | relationship management | people management | stakeholder management | root cause analysis | GAP analysis | policy development | programme planning | programme implementation | change management | business change | process design | process implementation | resource management | process improvement | contact centre management | contact centre processes | customer experience | CEM | business performance | cultural change | change programmes | KPIs | Prosci | Multichannel Personal Attributes Ambitious Customer Service Manager with outstanding strategic vision and professional application Hardworking, trustworthy and results orientated with clear focus and direction A good team leader who isnt afraid of hands on involvement and responsibility Talented and able to add value whilst enhancing creative vision Confidently interfaces with clients to maintain and increase customer satisfaction Utilises initiative and drive to instil passion and intelligence into every task undertaken Positive thinker with the capability to motivate teams at all levels Career History John Lewis Partnership - Customer Excellence Manager Apr 2010 Jan 31 2013 Customer Excellence Manager responsible for managing the Executive complaints team and gleaning customer insight. Standardised systems, process and procedures for escalations, ensuring prompt responses, positive outcomes and identifying opportunities for service improvements. Designed and implemented a clear online complaints procedure for customers giving them a fast easy route to customer services and improving the customer experience. Implemented a reporting process for escalated complaints to enable effective management, and to improve cost control, visibility and customer insight. Designed and managed all root cause analysis. Planned and implemented preventative actions and business change, reviewing and addressing recurrent or systematic problems, and identifying origin before it became widespread. This led to complaints per 1 million sales to decrease from 1.8 to 1.34. The insight of root cause analysis highlighted customer dissatisfaction with delays in product delivery. SLAs were implemented with suppliers to reduce delays and costs and to improve customer satisfaction. As a result complaints were reduced by 30% YOY. Other Customer Experience Manager responsibilities included: Reviewed and customer surveys using NPS methodology analysing pain points, taking corrective actions and planning further preventative measures to improve customer experience Conduit for best practice, information flow through customer journey, voice of the customer and enabling the employees to understand the importance of delivering a great customer experience Reviewed and revised customer service training modules for contact centres Implemented mystery shopping programmes across 4 centres, improving partner performance by 12% Held full people management responsibility for a team of 8 Customer Services Managers Balfour Beatty WorkPlace - Customer Services Manager Oct 2008 Mar 2010 Customer Services Manager responsible for aligning corporate action plans to customers emotional expectations. Created a customer focused workforce to differentiate from its competitors. Also initiated customer experience projects that changed employees behaviour towards customers to align with the positioning and personality of the
Bina Kantaria - Customer Services Manager / Head of Customer Services

brand. Implemented feedback platforms across 4 sites to measure customer experience with 7 more sites then planned for the first quarter of 2010. Other Customer Services Manager duties and achievements included: Led customer service training programmes to up-skill over 11,000 employees aiming to increase employee satisfaction, provide excellent service delivery and close the gap between customer expectation and experience. 19% of respondents said the service provision went beyond their expectation Designed corrective and preventative action plans using customer feedback and created a culture and forum of shared best practice for achieving superior performance and excellent service delivery Customer Interaction Ltd - Managing Director Signed up three consultancy projects to improve contact centre performance. Mar 2006 - Octo2008

Modern Housing Solutions (MHS) - Customer Relations Manager Mar Jun 2006 Achieved effective change in staffing schedules to increase productivity. Restructured teams based on experience, skills and competency, and improved communication and team moral Created performance management systems to improve and achieve SLAs, turning around underperformance in complaints handling and reducing the outstanding workload by 89% Switch2 Telecoms - Customer Services Centre Lead Feb 2005 - Feb 2006 Designed, developed, implemented and managed a new contact centre. This involved creating a recruitment and selection programme to establish a new team of agents. Also established a CRM system and liaised with client management teams to establish business goals and project objectives. Received development forecasts for the new product offering to support planning activities and improve the customer experience. Increased customer service standards to over 85% Successful management, implementation of beta project resulting in a 3 year contract with the client Business Change Solutions - Proprietor Nov 2004 Feb 2005 Conducted analysis to understand the organisational objectives and subsequently designed contact centre performance management systems to meet them. Developed and delivered clear and well-reasoned business cases for cultural change and set challenging yet achievable targets for change. Agreed a contract with Switch2 within three months of starting business. Microsoft - Project Lead | Change Manager Mar Nov 2004 Reviewed the contact centre performance and identified cultural issues, as well as the lack of call forecasts and resource planning. Conducted GAP analysis to identify any functional and operational changes required, as well as introducing performance management systems and providing information to support personal development plans. Led major change programmes to improve performance Achieved all SLAs within 6 months due to process and performance improvements. Significantly improved communication between Dublin, the client and other SITEL sites across EMEA. Following successful change strategy implementation on the Microsoft contract, I was offered a role on a different contract within SITEL Sitel UK - Project Analyst May 1996 Mar 2004 Disneyland Resort Paris, The Daily Telegraph, BAT, NTL, Alliance & Leicester, Halifax Responsible for driving performance improvement plans for the above key clients. CAREER BREAK Harrods Knightsbridge Assistant Buyer Education and Professional Development Prosci Change Management Practitioner Certification Six Sigma Green Belt Certification Prince2 - Practioner Certification Microsoft Project Certification NLPA - Master Practitioner and Performance Coach Neuro-Linguistic Programming MBA - Executive Master of Business Administration DMS - Business Management Studies IT Skills - PowerPoint | MS Word | Excel | CRM technologies | MS Project
Bina Kantaria - Customer Services Manager / Head of Customer Services

July 1974 Oct 1978

May 2013 Apr 2013 Apr 2013 Mar 2013 Jul 2008 Nov 2004 Nov 2002