Justin Coates

Contact: coajus@aol.com

 

Professional Summary:     A self-motivated, adaptable analytical innovator, committed to delivering successful solutions within a commercial business. Recognised as a hands on, proactive trouble-shooter who rapidly identifies issues, formulate strategic plans, and negotiate solutions in challenging and diverse environments. An excellent communicator at all levels of the business.

 

 

Professional Experience:    

 

ACHIEVEMENTS

 

Change Management

• Successfully negotiated changes to working practices to increase migration to low cost channels, revenue growth continues at 90% year on year and beating budget.
• Project leader on successful quality improvement programme within call centre increasing independently measured customer satisfaction to 80%.
• Introduced a new onboard train retail strategy, influencing change with senior management and front line teams. This project has helped reduce the costs of sale by up to 40% and improve yield with no compromise on revenue.
• Devised and implemented improvement plan to improve scores in an external audit, scores moving from failure in 2001 and 2002 to passing in subsequent years.

 

Process and Systems

• Reviewed and implemented changes to pre-defined processes and standards within high volume call centre, handling approximately 10,000 calls per day.
• On behalf of the whole rail industry, defined standards and measurement of standards for all rail retailing through call centre and internet leading to accreditation.
• Played a leading role in the procurement and project delivery of two new ticket issuing systems.
• Managed development of ticketing systems to meet commercial objectives and user specifications.

 

Business Management

• Achieved reduction in costs of sale by rationalisation of materials, hardware and introduction of new software saving £100k per year.
• Worked nationally for the rail industry to create the measurement for regulated mystery shopping, results of the mystery shopping allow for accreditation.
• Represented rail retailers, as a nominated representative for the industry, to redesign the process and presentation of all retailing manuals.
• Delivery of targets to budget and excellent budget management.

 

Strategic Changes

• Proposed changes to the structure and format of passenger assistance booking within the rail industry with cost savings of up to £0.5 million per year, increasing customer satisfaction by providing a one-stop-shop for booking assistance.
• Managed direction for rail retailing as deputy chair for national retailing group, providing the industry with medium to long term strategies, such as the introduction of a national retailing package.
• Streamlined group travel booking reducing annual costs by £0.2million per year without reducing customer satisfaction, delivering an enhanced range of products.
• Worked as part of an internal think-tank aiming to find ways of changing rail industry governance for products, sales and distribution.

 

 

Relationship Management

• Developed and delivered effective internal communications channels both written and verbal for internal and external front line teams.
• Enhanced Virgin Trains reputation within the rail industry through regular open communication channels and forums with external companies selling Virgin Trains’ products, this includes National Rail Enquiries and other train operating companies.
• Devised and delivered innovative briefing material to create excitement about new trains.
• Managed suppliers to delivery core products, services and development.
• Created and delivered training packages for new entrants to the rail retail environment.

 

 

 

Education:    

 

Open University Courses

• Certificate in Legal Studies
• Certificate in the Humanities
• Law: agreements, rights and responsibilities (contract and tort)
• Law: the individual and the state (criminal and constitutional law)
• Law: ownership and trusteeship (on-going)
• Understanding Law (English legal system and EU law)
• Scottish Law
• Ethics in real life

 

General

• Prince 2 Foundation
• 8 o-levels
• Managing Change
• Assertiveness Skills
• Negotiation Skills
• Introduction to Hypnosis

 

 

 

 

Justin Coates - Interests:     [ Not Updated Yet ] 

 

 

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