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Over twenty years international experience within the Contact Centre,
Consulting, Customer Management and Interim industries. Covering a variety of
sectors, including telecommunications, insurance, banking, IT, utilities and
bureaux. Established many start-up operations and over-seen major
change-management programmes for globally recognised organisations and in the
SME marketplace.
Complementing strong strategic and tactical planning with accountability for
ownership of delivery. Managing operations incorporating various disciplines,
multi-channel service, sales and marketing, help-desks, claims and outsourcing,
to name a few. Whilst very results oriented, focus is always on achieving
sustained growth and proposition viability in the longer term, be it profit or
cost oriented.
Also implemented many bespoke software integration packages and major branded
contact management programmes writing resource management and management
information statistics capture programmes in Visual Basic for use with various
contact centre technologies.
Operating in the UK since 1994 after 7 years in the US and Canada, worked with
the Telecom Division of ITT Group setting up their first call centre and
increased pipeline by 1,000% generating new business equivalent to 100% of
previous annual turnover.
Then joined Telebusiness Partners to utilise knowledge of telebusiness,
particularly new set-ups and the inherent culture change, and in people/systems
integration. Projects included implementing, project managing and developing a
customer service centre for Essex & Suffolk Water (ESW), rationalised,
implemented and project managed the introduction of a new lead-generation
outbound call centre at Western Provident Association (WPA). Reviewed systems,
management information capability and agent utilisation at Thomson Tour
Operators and managed Sedgwick Noble Lowndes recruitment of specialist
healthcare advisers.
Performance Management is also an area of strength. Most clients benefit from
unique hands-on coaching, mentoring, training and leadership approach. All
clients reap further dividends outside of the immediate and measurable return
on initial investment in the form of Skills Transfer. Having worked both sides
of the Consultancy/Interim marketplace, the vacuum effect felt when external
resource projects ends is appreciated.
Accomplished public speaking and presenting, we have the requisite industry
knowledge and experience to afford the confidence and more importantly, the
credibility, to influence others, to facilitate change and to lead by example.
Highly motivated and ambitious to succeed at all we encompass, we truly believe
in success through others. Our professionalism is derived from meticulous
attention to detail and immersion to the cultural requirements of every aspect
of the remit using the ‘No two assignments are the same’ philosophy.
The approach is one of discovery, identification, understanding, appreciation,
objectivity and education. A thorough audit will encompass the Strategy,
Infrastructure, Systems, Processes, People and their Management, the Customer /
Client, the Supply Chain, Stake/Share Holders along with the Environment. This
enables the facilitation to specify, where you are now against where you would
like to be and the all-important, how to get there. We can help all
participants to visualise what is success and will determine goals for future
growth.
Clients include Allied Dunbar, BUPA, Coutts Bank, Pearl Assurance, Legal &
General, Stalwart Assurance, Irish Trade Board, Swale Housing Association,
France Telecom & Mobilix A/S (Danish Mobile Operator).
Also worked with Lexion as Management Consultant offering expertise to NTL on
an e-enablement project. At Lloyds TSB on the strategic development of managing
complaints handling protocols and with Arjo Wiggins Appleton on a Europe-wide
CRM strategy, while reengineering their existing processes and business
practices. Also helped Henry Schein Inc. the global US pharmaceutical Mail
Order Company rationalise their strategic and operational business plans for
their UK and Eire contact centres, their European technology plans and their UK
people and processes.
Locum at One.Tel Ltd as Head of UK Customer Services, reducing call abandon
rates from 65% to 2% over a 5-month period and improved staff attendance by 50%
and staff retention levels by 40%. Wrote two-year business plan for the call
centre and increased the size of the centre by 250% by implementing a new
recruitment procedure and mapping out future telephony and resourcing
requirements.
Since then have worked with Fuller Peiser launching a new dotcom –
Spacebuster.com. ITS, the US technology giant, Barclays Insurance Services as
Planning Analysts, AXA UK, Planning Manager, Quantum TM, Operations Manager and
then Service Design at T-Mobile UK. At Barclaycard International, responsible
for the Management Information & Performance Managment followed by 16-months
with Autoglass heading up the Customer Contact Centre leading major change. The
last 3-months have been with Best Deal Insurance conducting a full operational
and strategic audit of Call Centre front and back office.
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