Peter brings over 30 years of customer service experience to the Taylor Reach Group. Having been responsible both for delivering support directly to customers and in Operations Management for IT companies including Unisys, Amdahl and EMC Corp. Recently Director of Service Planning for EMC Corp’s Global Services division, Peter has led projects to measure customer satisfaction, designed processes to correct known product problems before customers experience them, preventative process improvement, and led a team of senior consultants to develop a support strategy and address persistent customer service problems across a global service force of more than 10,000 engineers.
A recognised leader, Peter holds management qualifications from institutions including the Irish Management Institute in Dublin, the IMD business school in Lucerne, Switzerland, and Babson College in Massachusetts. He is an associate member of the UK Institute of Engineering and Technology and is also ITIL and Lean Six Sigma certified.
More recently specialising in the analysis of CRM data, Peter has designed and delivered C-level dashboards to provide insight into the service costs of over 200 different products, and led a team of analysts and data scientists who employing only the plain text transcripts of Chat interactions with customers, built a prototype application to derive product failure details. Peter holds patents related to data-mining and analytics.
Based in London, UK, Peter delivers consulting services in Customer Service, Analytics and Call and Contact Centres throughout the UK, Ireland and the European continent.