Seven HR
Seven Leeds
Studio 4, The Quays
Concordia Street
Leeds LS1 4ES
Seven London
89 Worship Street
London EC2A 2BF
Seven Poland
IPC Business Centre
54 Koszykowa
00-675 Warsaw
| Short History |
Steve is a leading consultant in communication, customer service, sales, supervisory and management development. He has over 25 years' experience in corporate organisations during which he has held senior positions and been responsible for skills development, training and quality assurance. |
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| Relevant Qualifications/ Articles/Projects |
Qualifications: • MSc in Change Agent Skills and Strategies • Master Practitioner in Neuro Linguistic Programming (NLP) • Completing PhD in Research Methods. Subject: Experiences of front-line staff and implications for management Published articles relating to: • Customer care and service standards • Team working • Competency profiling • Customer retention rates and how to increase them • Effective arrears collection and credit control • Implementing CRM in call centres • Customer care and call centre training • Challenges facing new trainers • The call centre trainer as change agent |
| Areas of Experience |
Particularly skilled at increasing staff participation and involvement in highly targeted work environments. |
| Key Achievements |
• Founder member of The Merchants Group (formerly trading as Programmes) listed on the London and Johannesburg Stock Exchanges • Design and delivery of bespoke training programme for 400 staff of a major software supplier. Delivered through train the trainer courses and coaching by managers. This resulted in a 24% increase in customer satisfaction scores • Working with a public sector client, set up and trained an in-house arrears collection unit that achieved 99.6% reduction in cumulative debt of £60 million • As Interim Director of Skills and Quality and Head of Training and Design, Steve worked with directors, managers, trainers and team leaders to bring about a 29% increase in customer satisfaction ratings and a 17% reduction in average handling times of customer calls in a blue-chip telecommunications company |
| Previous Clients/ Sectors |
Sectors: • Banking • Finance • Local Government • Retail • Tourism • Telecoms • IT • Utilities International client base: • Northern Europe • Africa • Middle East • India |
| When to call |
When you want to bring about change and results through working with people. |
| Personal Business Statement |
I believe people want to make a contribution in what they do at work and if supported to do so, will do a great job. |
| About me |
Outside my work, I enjoy swimming, reading, films, and spending time with my family. |
| Why ConsultSeven? | Rapport, credibility and good working relationship. ConsultSeven strives to maintain these values |
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