Stephen Cook
About Stephen Cook
Stephen Cook serves as the Customer Excellence Team Manager at Policy Expert, where he has worked since 2019. He has extensive experience in customer relations and compliance, having previously held roles at Konecta UK, Intelligent Maintenance LLC, and Bangor University.
Current Role at Policy Expert
Stephen Cook currently serves as the Customer Excellence Team Manager at Policy Expert, a position he has held since 2019. In this role, he focuses on enhancing customer experience through various initiatives. He is responsible for overseeing compliance with data protection regulations and ensuring that customer interactions meet company standards. His work involves managing sensitive customer information, including personal and financial details, with a strong emphasis on security and compliance.
Previous Experience at Policy Expert
Before his current role, Stephen Cook worked at Policy Expert as a Senior Customer Relations Expert from 2013 to 2018. During this five-year period, he developed new customer excellence initiatives aimed at improving customer experience and enhancing the brand's profile. He played a key role in ensuring compliance with Data Protection and FCA guidelines during call evaluations, contributing to the company's commitment to high standards in customer service.
Experience at Konecta UK and Intelligent Maintenance LLC
Stephen Cook began his career in customer service as a Telesales Agent at Konecta UK in 2012, where he worked for three months. He also held a position as a Support Officer at Intelligent Maintenance LLC in 2010 for three months. These early roles provided him with foundational skills in customer interaction and support, which he has built upon in his subsequent positions.
Educational Background at Bangor University
Stephen Cook studied at Bangor University, where he earned a BA in Media Studies with Honors from 2009 to 2012. His studies in Communication and Media Studies provided him with a solid understanding of effective communication strategies, which he applies in his current role in customer excellence. This educational background supports his ability to deliver presentations on new regulations and revised customer service processes.
Training and Development Contributions
In his current and previous roles, Stephen Cook has been involved in delivering company-wide presentations on new regulations and revised customer service processes. He also provides re-training for underperforming individuals across multiple departments, demonstrating his commitment to staff development and operational excellence within the organization.