A Senior Management Consultant, specialising in Customer Service, who has undertaken assignments in the financial services, cable, utilities travel and retail sectors, mainly in relation to Contact Centres. Previously a senior executive at leading High Street Bank responsible for the planning, implementation and overall management of the call centres in Scotland & Wales and the Bank’s IVR service.

• Contact centre know-how – Providing service to 900,000 customers across multiple sites. Overall management of all operational aspects of the call centres, including achievement of customer service levels, productivity monitoring and improvements, cost control and income generation. Establishment of pilot schemes, contact centre set up, centre relocation & consolidation, cost savings initiatives, award winning contact centres.
  
• People management – 1000 staff, 21 years operational management expertise, resource planning, interim contact centre management, recruitment & training co-ordination for 2 centres (900 staff), workshop facilitation, operational planning.
  
• Business Development – Director of Business Development, responsible for developing, testing and evaluating new marketing and distribution initiatives, prior to incorporation into corporate strategy. Development & implementation promotional strategies for multiple customer channels by targeted direct mail & customer segmentation.
  
• Business & process improvement - Review of Call Centre operations & proposed improved call handling processes. Implementation of corrective action to achieve service levels, recommendations to improve customer service levels, increase first-time resolution of customer enquiries and resolve security issues.
  
• Programme management - Programme management of integration of sales processes. Review of major project for systems integration, recommending revised approach and establishing programme management structure.
  
• Strategic direction - Review of distribution strategy and Telephone Banking Service, including developing strategy for repositioning of Telephone Banking Service. Review and redesign of Business Continuity Strategy for Contact Centres.
  
• Technical – Lead initiative to establish opportunities for introduction of sophisticated ACD functionality, CTI and IVR.

If you would like to find out more about this person, or would like to discuss a resourcing need please call 01274 821111 or click here to send an e-mail.

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