Mark Billingham's Email Addresses & Phone Numbers

📖 Summary

MBA qualified Operational, Change and Strategy Leader, currently heading up Consumer Telesales and Retention Operations @ Vodafone UKHead of Consumer Commercial Operations @ Head of Consumer Telesales and Retention at Vodafone UK, responsibility for all in-house and outsource contact centre operations across voice and webchat From January 2015 to Present (1 year) Stoke-on-Trent, United KingdomHead of Strategy & Business Planning @ Responsibility for long term strategy and roadmap development for Customer operations. Commercial & Business plan lead on programme development and capex expenditure as well as PMO activity. Transformation lead for major programme activity including growth of digital customer service through webchat and offshore development, contract management and support. From May 2012 to January 2015 (2 years 9 months) Stoke-on-Trent, United KingdomHead of Customer Operations & Transformation @ Responsible for all customer experience touchpoints across sales and service, operational ownership of all contact centres, outsourced partners and support functions for British Gas New Energy (Insulation and Microgeneration) as well as all Change plan activity and end to end project and process management including systems implementation and change. From June 2010 to May 2012 (2 years) Head of Change @ Responsible for major transformation in new technologies and energy efficiency at British Gas Part of a small management team who formulated the business plan and developed British Gas New Energy. Growing the business from zero to over 500,000 customer visits a year in just over 18 months - Developed into combined Customer Service and Change role (see above) From November 2009 to June 2010 (8 months) Head of Operations, Sales and Online @ Energy efficiency pilot lead for Operations, Business Development and Online Development for Energy efficiency. Development of a start up proof of concept which led to business plan development and start of the New Energy business within British Gas From January 2009 to November 2009 (11 months) Senior Brand and Commercial Programme Manager @ Responsible for the development, creation and delivery of leading green programmes for British Gas New Energy including Green Streets, Generation Green and the online Energy Savers Report which attracted 6.2m PR, 10,000 schools and 5m completions respectively, From November 2007 to January 2009 (1 year 3 months) Billing Improvement Programme Lead - SAP & Siebel @ 10 month Programme role, responsible for developing and re-engineering billing for 16million customers within British Gas on SAP, transforming the operating model and removing significant opex cost whilst improving customer experience From January 2007 to October 2007 (10 months) Offshoring Programme Lead @ Responsible for offshoring 2500 positions to Pune India, ensuring processes replicated and new processes developed. Responsible for closing down Site in the Uk of 1500 and ensuring smooth transition of work From February 2005 to January 2007 (2 years) Executive MBA, Business Administration and Management, General, Passed October 2012 @ University of Leeds From 2008 to 2012 BA joint hns, Business and Sociology @ University of Leeds From 1998 to 2001 Mark Billingham is skilled in: Outsourcing, Change Management, Strategy, Management, Business Strategy, Business Planning, Business Process, Business Development, Project Planning, Strategic Planning, Business Transformation, Program Management, Start-ups, Operations Management, Six Sigma