Highly innovative customer focused change manager, with 11 years senior management experience in which last 5 have been engaged in delivering major change initiative. A proven track record of directing diverse and multifunctional teams to initiate, define and deliver significant revenue enhancing opportunities, covering new consumer products, organisational redesign and customer service initiatives within the contact centre sector.

• Contact Centre know-how – Contact centre management, multi-site centres, 13 years + management, 20 years contact centre experience, benchmarking, best practice
  
• Strategic Facilitation - Working with senior managers and utilising strategic frameworks to identify then develop concepts into tangible business opportunities
  
• Business Development - Cultivating business plans to maximize internal and external opportunities for revenue generation, management of cross selling procedures & targets increased profits by £2m
  
• Project & Programme Management - Resolving business critical issues by applying PRINCE2 methodology to secure resources, physical and financial ensuring delivery on time and within budget, workshop facilitation
  
• Customer Relationship Management - Developing and implementing new procedures across multi site contact centres to enhance total customer experience as well as improving efficiency at all points of the fulfilment chain, design of IT and ACD transfer mechanism to support sales
  
• Human Resource Management - Leading large teams, with focus on understanding individual motivation’s to create effective team dynamics and superior performance, lowered staff turnover by 30% by improved quality of recruitment & selection, listening skills programme
  
• Process improvement – reduced call backs by 50% by introducing "right first time best practice"

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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