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Customer Care - Contact Centres

Work Experience

An accomplished business professional with a telecoms industry background who, over the last ten years, has specialised in call and contact centres design, implementation and improvement In a number of industry sectors. Specialist skills in process design/re-engineering, business analysis, resource planning, and project operational management in this area. Significant experience of working within a structured project environment; Prince II, and using problem solving techniques and tools. A thorough understanding of contact centre technologies with the ability to manage 3rd party relationships. The ability to work at all levels in a client organisation. Strong computer applications skills – Excel, Word, PowerPoint, Access, MS Project and Visio Technical. An extremely strong communicator – both verbally and in writing.



Career Profile

1998 - Current Contract Consultant
1994 - 1998 One 2 One – Customer Services Planning Manager
1993 - 1994 Contract Consultant
1984 - 1993 Mitel Telecom Limited - Logistics, Project Management, Product Management & Sales
1982 - 1984 British Telecom plc – major account sales
1967 - 1982 A seagoing and shore-based radio officer together with sales roles within the print industry

Career Summary


October – November 2002 Royal Bank of Scotland (Contract)
Call Centre Manager

A short-term assignment to develop a methodology of collecting and analysing call type information in their e-commerce call centre.


January 2002 - September 2002 Detecon Consulting GmbH (Contract)
Customer Care Consultant

· Working at Telecomunicacoes Moveis De Mozambique (Mozambique Celular) in Maputo designing, reviewing and re-engineering processes and Business Rules used in the contact centre and retail outlets.
· Advising and implementing best practice in customer facing areas of the business.
· Design and construction of a reporting and analysis structure to allow the business a complete view across the operational areas and customer base.
· Production and analysis of performance reports supported by analytics.
· Management of the ‘undelivered invoices’ Project
· Customer Care representative and consultant on the implementation of technology improvements and changes – ACD upgrade, introduction of voice recording and choice of CRM platform for the company.
· Operational management of the call centre including removal to new premises.
· Technology – Nortel Symposium, Remedy CRM, BSCS Billing & Customer Care, IN pre-payment system, Racal voice recording.
February 2001 – March 2001 On Digital (Contract)
Interim Operations Planning Manager

Interim management of the Call Centre Planning Department. The department was responsible for all aspects of contact centre planning and maintenance for contact centres in Plymouth and Pembroke.

September 2000 – October 2000 ICR Group (Contract)
Consultant

Working with Reality Group (GUS Home Shopping) I was responsible for investigating contact processes and making recommendations for ongoing improvements..


June 2000 – August 2000 First National Bank (Contract)
Consultant

Working at Abbey National Business Banking my role was to investigate options and make recommendations for enhancing performance and increasing capacity at two contact centres in Taunton and Newport.

August 1999 – May 2000 Siemens Business Services (Contract)
Project Manager/Consultant

Working at the National Savings Account within the Customer Management Programme the role was to development of a virtual call centre operation comprising of two call centres. The call centres were to be capable of handling 2 million inbound calls and 1 million outbound calls per year. The role covered all aspects of call centre design from the initial sizing and planning; the choice of technology and infrastructure together with HR and training issues. There was a significant amount of process design and redesign with a remit to introduce best practice across the business.

April 1999 The Total Solutions Group Ltd. (Contract)
Consultant

The Total Solutions Group were contracted to provide a review and substantiation of a business case for the establishment of a call centre in Skopje, Macedonia by the European Bank of Reconstruction and Development (EBRD). I was contracted to provide consultancy to support the application to the Bank for development aid. The role consisted of the creation of a resource model and supporting commentary to support the funding application.

July 1998 – November 1998 Prudential Bank PLC (Contract)
Dress Rehearsal Technical Manager

As part of the Dress Rehearsal Team preparing for the launch of egg Financial Services I was responsible for the technical arrangements for the services and sale call centres. The role involved optimisation of the Aspect ACD and dialler systems at two sites together with associated equipment.

November 1994 – March 1998 One2one
Customer Services Planning Manager

· Responsible for the all the planning and reporting activities for the Directorate including the 10 and 5-year strategic plans, the annual operating plan together with the creation of associated operating budgets (£ 30 million plus).
· Management of the reporting and analysis team
· Programme Management for the Customer Services ‘Master Plan’ – 30+ initiatives

July 1993 – October 1994 Contract Consultant
Telrad (UK) Limited
Telrad (UK) Limited and are involved in the manufacture and distribution of PABX and associated equipment throughout the UK. The contract was to assist senior management to complete strategic and operational plans together with associated budgets for submission to corporate headquarters.

Contract Consultant
Talking Duplex (Europe) Limited

Talking Duplex (Europe) Limited design and market p.c. based voice-mail systems into the SME market. The contract was to assist with the product planning methodologies together with formal bid and costing methods


November 1984 – June 1993 Mitel Telecom Limited

Logistics Manager
· Creation and management of a logistics team managing the supply chain within EMEA&AP.

Planning Manager
· Management of the sales forecasting and interface between commercial departments and the manufacturing functions.
· Responsible for the controlled retirement of product lines from the EMEA&AP markets

Product/Project Manager
· For peripheral products sold by the European operations including 3rd party products
· Introduction of the SX-200 Digital PABX into the middle east market
· Project managed a number of recovery programmes

Marketing Manager
· For peripheral products sold in the EMEA markets

Marketing Executive
· Sales into bt of Mitel switch and peripheral products



1967 – 1982 British Telecom plc – System sales to corporate users
Various sales roles in the print industry
A sea-going radio officer

Education

American Production & Inventory Control Society
Certificate in Production & Inventory Control
· Inventory Management
· Systems & Technology
· Capacity Planning
· Just In Time
· Materials Requirements Planning
· Master Planning

Professional Bodies
Member Institute of Operations Management

PC Applications
Microsoft Word
Microsoft Excel
Microsoft PowerPoint
Microsoft Access
Microsoft Project
Visio Technical

Cranfield Business School
Logistics Management
Market Planning

Open University Business School
Marketing in Action

Open University
Technology
Social Sciences
Organisational Systems

Tutor for
Crosby Quality Courses
APICS Certification
· JIT
· Master Planning
· Inventory Management

Technical Qualifications
PMG Certificate in Radiotelegraphy
MPT General Cert. Radiocommunications
BOT Radar Maintenance Certificate

Other Short Courses
Time Management
Advanced MS Excel
Advanced MS Access
Working with People in a Technical & Professional Environment
Project Management for IT Projects
Presentation Skills
Inventory Management
Master planning in Manufacturing

Skills

Call/Contact Centre design/planning, implementation and management
Process design and re-design
Project Management
Strategic and operational customer service provision
Computer literate

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