Browse profiles Post a project
Malt welcom

Welcome to Andrew's freelance profile!

Malt gives you access to the best freelancers for your projects. Contact Andrew to discuss your project or search for other freelancer profiles on Malt.

Andrew Fozzard

Customer Success & Operations Specialist.

Can work in or around Leeds

  • 53.797563
  • -1.544227
  • Suggested rate €392 / day
  • Experience 7+ years
Propose a project The project will begin once you accept Andrew's quote.

This freelancer is available full-time but hasn't confirmed their availability in over 7 days.

Propose a project The project will begin once you accept Andrew's quote.

Location and workplace preferences

Location
Leeds, England, United Kingdom
Can work onsite in your office in
  • around Leeds and 20km

Preferences

Project length
  • ≤ 1 week
  • ≤ 1 month
  • Between 1-3 months
  • Between 3-6 months
  • ≥ 6 months
Company size
  • 1 person
  • 2-10 people
  • 11 - 49 people
  • 50 - 249 people
  • 250 - 999 people
+2 autres

Verifications

Freelancer code of conduct signed
Read the Malt code of conduct

Verified email

Languages

  • English

    Native or bilingual

Categories

Skills (22)

Andrew in a few words

A passionate and motivated Customer Operations professional with proven experience of improving business processes and operational development within a SaaS based technology start-up environment. Driven to enhancing customer experience and engagement together with realising commercial profit and development within the business.

Solutions focused, bringing order to systems and processes, a highly effective people focused leader motivating teams to deliver revenue gains of £1 million plus.

Experience

Icelolly Marketing Ltd

E-commerce

Commercial & Customer Manager

Leeds, England, United Kingdom

December 2013 - September 2017 (3 years and 9 months)

Responsible for account managing a portfolio of advertisers within regulatory requirements by developing strong relationships to ensure that the website was stocked with the most compelling consumer offers. The total transactional value of the accounts managed equalled 10.5 million. With additional accountability for delivering and role modelling a culture of continuous improvement to meet the needs of customers, against performance targets, service levels and operational objectives.

Achievements
• Responsible for the creation of a Live Chat team generating the business an additional £750,000 in revenue over 18 months.

• Utilising the principles of Lean and elements of ‘Voice of the Customer’ created and developed an end-to-end customer service function. Providing the business with the ability to interact and re-engage with visitors on various levels while also ensuring that advertisers delivered an exceptional customer experience.

• Accountable for the negotiated third party contracts, resulting in a 29% uplift in revenue for the company.

• Developed a customer centric process utilising several key metrics (TrustPilot, NPS) to establish Icelolly as a trusted brand within the holiday sector, improving customer service and significant business cost savings.
CRM Commercial Account Management Information Management Customer Journey Revenue Generation Direct Sales Compliance Management

U-Explore Ltd

Education & E-learning

Director of Customer Operations

Leeds, England, United Kingdom

October 2017 - Today (5 years and 4 months)

Director of Customer Operations within an Ed Tech company ensuring that the operational infrastructure is capable of delivering forecast revenue and usage growth, identifying opportunities for improvement. Accountable for the leadership of all people matters including recruitment, safeguarding training and development as well as the implementation of policies, staff surveys and a dedicated HR system.

Achievements:
• Developed and maintained processes and structures across several departments to support the growth of the business, improve the experience of the customer and streamline internal processes by implementing various SaaS based functionality that reduced the time taken to onboard new customers by 23%.

• Instrumental in the management and growth of customer accounts consisting of both subscriptions based/reoccurring revenue and contractual commercial revenue totalling £1 million.

• Oversaw the transition from an inhouse development team to an outsourced team resulting in financial benefits through improved agile processes improved functionality and quality of the platform.

• Orchestrated and designed the re-configuration of the website to support the transition from a school led focus to a regional wide LEP approach.

• Implemented a dedicated HR system encouraging staff recognition and promoting peer feedback. In addition to organising team catch-ups and reward days to celebrate success.
Continual improvement Business Relationship Management Outsourced Solutions Customer Experience Account Management People Development SAAS

Direct Line Group

Banking & Insurance

Support Customer Operations Manager

Leeds, England, United Kingdom

November 2011 - November 2013 (2 years)

Responsibility for one of the largest First Notification of Loss sites dealing with major brands such as Direct Line, Churchill and Privilege. Consisting of the management, recruitment and development of 100 staff through 10 direct reports to meet key targets and business requirements on a consistent basis

Achievements
• Responsible for the creation of a 4.9% increase in Repairer Conversion, this equated to a £1.2 million cost saving across the claims division.

• Led a team of Lean change agents, utilising Lean principles to create an additional 19% capacity in a thriving call centre environment against a target of 15.6%.

• Identified and enhanced the initial ‘theft’ reporting process by 1.3 days, this resulted in an overall reduction in customer detriment and claims costs.

• Appointed as Security Officer for the building with overall responsibility for the staffing, training, and facilitation of 20 ‘floor marshals’, who in the event of a security threat would be responsible for the safety of Circa 800 staff.
Leadership & Management KPI'S insurance Business development Contact Insurance Process Improvement

Education