Management Consultant (Customer Service)

· Customer Service Management

· Service Culture

· Product Safety and Liability (Readiness)

· The International Customer Service Standard (ICSS)

Email: clive(at)clive-turner.com

Call: Tel: +44 (0) 1440 781606

Mobile: +44 (0) 774 973 4173

PROFILE Mr. Clive Turner

I am a very passionate senior customer service professional with extensive international experience and a comprehensive and strategic understanding of technology, supply and reverse supply chain, quality, and customer relationship.

With expertise and a track record of effective leadership, communication and innovative problem solving, I have an unusually broad perspective and a robust skill set. I will transfer my skills and experience to bring a fresh outside perspective to improve customer service and loyalty.

I have a demonstrable track record in driving critical operational improvements and staff development, resulting in sustained efficiency, retention and profitability internationally.

· More than 20 years Customer Service experience
· 12 years overseas international assignments
· Strong leadership skills
· Tenacious and self-motivated
· Experienced and effective communicator
· Track record of innovative problem solving

1989-2010

· Customer Service
Established a programme of service culture, and service mindset. Development of customer loyalty programmes and CRM tools.
Experienced in working with major key accounts and consumers resolving problems and issues with process, logistics and support as well as products.

· Voice of the Customer
Representing the customer within the organization, by collecting and analyzing feedback, customer satisfaction, product quality data and major incidents. Presenting the results and findings to the relevant business stakeholder, e.g., factories, logistics, R&D, or Customer Services.

· ITC Project Management
Generating and gathering requirements, process design, and study projects for new systems or change to existing systems, including intranet, extranet, learning management, reporting and financial payment systems. Securing budget and stakeholder support for major IT projects. Managing IT projects through implementation and some to end of life ramp down.

· Security, Safety and Liability
Leading and being a part of senior management virtual teams, ensuring safety, security and liability incidents effectively managed and resolved. Keeping legal records, and developing processes and training to ensure continuity of practice. Familiar with much of consumer and trading law in many countries including USA, Japan, China, Taiwan, Singapore, UK etc.

· Training
Development; content management; and delivery; of training to both internal and external workforce through training courses from 15 minutes up to 5 full days. Presentation of training results, development of key performance indicators, improving service efficiency and customer satisfaction through effective training needs analysis and targeted content design. Development of relevant online and offline e-learning tools and solutions.

· Quality and Cost
Application of Six Sigma to CS processes. Resolution of major quality issues through diligent attention to data. Direct key account liason and support for fast and appropriate response to early-life quality problems for newly launched products and services. Began key initiatives world wide, by working with other industry members to ensure product or service compatibility prior to public launch by collaborative partnership.

· Leadership
Create and communicate strategy and vision and implementing roadmaps. Conduct Competitor and market analysis, and benchmarking.
Development of internal staff, and building new teams or transforming and developing existing teams and individuals into sustained highly effective teams.
Understand values, culture and leveraging diversity.

· Change Management
Successfully transitioning a problem area into a participative and contributing area. Tackling the root cause of any issue to create swift and effective change where a problem exists. Use helicopter vision to understand why a small area of problem can affect the big picture. Facilitating change by communicating effectively