Good afternoon all! Hellloooo!
Late last week @Rob_at_Onto kindly laid the foundations for me to step in and introduce myself.
At last I have found time to do that! Phew what a whirlwind the last 10 days have been!
My name is Carol Axe and I have over 30 years extensive experience in operational customer service and management of customer contact centres and their strategies. I have worked in a variety of industries, which have ranged from start ups to global corporates, beginning as an agent in a high volume inbound customer service team.
I joined Onto on the 4th Jan, so I am a week and half into my role, but I am keen to make a difference quickly and address short term quick wins both internally and external to the CS team that supports improvements to your experience with Onto. I am excited to join a great team with a fantastic business model, who I believe are helping all customers to make sustainable choices, challenging the current incumbent offerings across the industry and helping overcome the fear of moving into an unknown new way of doing things. With this come challenges and we are all ready and willing to overcome these to be the first choice for flexible access to EVs.
I can see from looking internally and externally that there are issues with the overall customer experience. My role will be wholly dedicated to championing this internally and driving improvement throughout the business and the customer lifecycle to deliver the world class, market leading customer experience you should all expect and receive during your time with Onto.
I have been spending time with the team and I believe that all of them are committed to making a difference and going on this journey we are about to undertake. This has allowed me to gain an insight into current issues within the workflows and systems and allowed me to think about a plan with priorities.
Our initial focus is recruitment and addressing the backlog, building up the KPI set to reflect performance and be suitable to model out requirements to plan for future growth, followed by system improvements and replacements where needed and working on the structure of the team to drive empowerment to resolve as many calls they can at the first point of contact. As Rob alluded to we are looking at taking our internal system for cases and building the capability for you to see progress of cases which cannot be resolved at the first point of contact and be able to hold us to account. This is not something that will happen quickly as we want to get this right, but please bear with us, this will be a key project for us and I bring extensive experience of this from my time with Plusnet, where I built the team to be recognised as a market leading back up by consumer validated awards.
What I cannot do is fix everything immediately, but please be assured my mission and commitment is to make changes that help us demonstrate progress, I will be available should I be needed in the community and this may be irregular at first but as I begin to understand the business more and become more embedded in my role and the business, this should be more frequent and I look forward to getting to know some of you better over the coming months. I also plan, as the backlogs are brought back under control and we have recruited and trained new team members, for CS to be proactive in the forums, alongside Lily. I will let you all know when we are in a good place to maintain a presence and ask them to introduce themselves to you all.