United Kingdom

Generalist Product Management

Customer Experience (CX)

Growth Product Management

Project Management

Prince 2

Adam Winning

Product Manager

Public Speaking

Product analytics

Product strategy

Communication

Collaboration

Problem-solving

Critical-thinking

Presentation skills

Project management

Conversational AI

Chatbot

Salesforce

Trello

Canva

ChatGPT

Intercom

Jira

Lucidchart

Zendesk

Workday

-Resolved escalated complaints.
-Reported on key contact drivers. 
-identified process enhancements based on customer complaint categories.
-Analysed complaint data, providing insight to the wider business.

-Optimised an administration function by centralising the work across 50 John Lewis shops into 1 team within our contact centre reducing response time from 72 hours, to under 24 hours.
-Introduced an automated eVoucher solution for customers the results of which indicate the delivery of over £100k resource saving and £4.5m in sales increase annually.
-Spearheaded a project which introduced new CRM technology into the Customer Service function for social media management. 
-Initiated data capture process within Social Media and chat which has driven enhancements
-Delivered new Knowledge and FAQ softwareinto in-house and outsource contact centre sites.
-Enhanced and maintained the relationship with our outsource providers aligning our change roadmap and processes.
-Received a company-wide ‘Roof Raiser’ award for delivering a number of key projects effectively with significant benefit to our customers and the business.

Mentorship Session

Adam Winning🇬🇧

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