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Performance Improvement & Executive Coaching

Work Experience

Key Accomplishments:
Growth & Profitability
· Programme led the design and implementation of management infrastructure for the delivery of both Call Centre and Consultancy Services.
· Improved the quality of work delivered to Clients leading to contract extensions and a significant reduction in client complaints. Complaints reduced by approximately 75%.
· Improved the forecasting and utilisation of people and equipment.
· Led corporate project to introduce collaborative working practices (workflow, document management, information and knowledge management tools etc.) to significantly improve quality and reduce operating cost.
Turnaround / Improvement
· Programme rescue - recovered external development project reducing loss and achieving delivery.
· Managed the increase of Call Centre Gross Profit by 10% whilst maintaining significant revenue growth.
· Created in-house training department to provide cost effective ongoing training to telephone operators and supervisors to ensure consistent quality of service. Reduced absenteeism and call length with overall improvement in productivity of some 2%.
· Co-ordinated project to move organisation from production led forecasting to market led forecasting whilst improving service levels. Resulted in reduction of inventory of some 8% and improved customer satisfaction.
· Managed the relocation of 500+ staff including live call centre to new site whilst maintaining full customer service through a commercially critical time window.

Suited to both management and consultancy roles through taking a realistic project based approach to work and demonstrating the following:




Employment History:
Performance Improvement Consultancy (independant) June 1998 to Date
· Customer Service strategic review and implementation plan to create improved customer focus and service, maintaining congruence with corporate objectives.
· Breakthrough facilitation - assisting HR director to break deadlock and to re-initiate clear definition of strategic business and professional goals and to re-align teams to those goals.
· Working with Marketing Director to created focus for business to establish drive to meet both business and professional goals. Implementation plans for 12 coming months. Executive Coaching to ensure performance maximised over time.
· Programme rescue - Business management system had fallen significantly behind due dates, over budget and with poor quality of delivery. Liaison with host organisation, their client and the primary supplier to establish status, risk analysis. Improved communications, established workable quality processes. Regular review & status reporting. Recommendations on team structures at host and supplier to provide ongoing platform for success. Delivered project on-time to agreed constraints.
· Communication, Information and Business Management. Design & Programme Management of the full life cycle build of the back office processing & customer support centre for a .com subsidiary of a leading UK Insurance & Financial Service organisation. Involved co-ordination of web developments with six third-party software / system providers to create a fully integrated solution to manage all business information and processes.
· Project managing the design and build of a live call centre for the Call Centre Solutions exhibition in UK integrating technologies where suppliers have not previously worked together.
· Design and delivery of strategic and operational contracts, involving design and project management of business improvement programmes which have involved operational modelling, collaborative working methodology, intranet application testing, global intranet rollout, providing intranet design, implementation, consultancy, project management, crisis management and facilitation between Client and multiple external partners. Clients have included MIT, The Body Shop International, Ernst & Young and National Air Traffic Services, Xanza Consultancy, ntl.

Merchants Ltd. October 1995 to June 1998
Specialising in the formulation and delivery of Customer Management strategies and providing Managed Services from concept through full project life cycle for up to 50 Blue Chip organisations both UK and overseas.
Joined as interim IT/IS Manager to refocus the team through process, procedure and training. Objective was to provide more consistent results to support the significant commercial growth. Integration existing technologies with CTI and emerging Internet / Intranet and workflow technologies into Call centre solutions.
March 1996 accepted role as Call Centre Manager (business and operational focus) with full profit and loss responsibility (£10M). Increased Gross profit by 10%. Exceeded revenue targets. Re-enforced the Call Centre Infrastructure and improved the quality of work delivered to Clients. Involved in all aspects of Client Contract work. Pre-implementation planning, risk assessment and monitoring, management of the implementation and post-implementation management of the projects and achievement of agreed Client objectives. Main sectors included IT and large Financial Service providers of Insurances
August 1996 accepted position as Head of Operations (new post). Key areas of responsibility were:
Call Centre and Consultancy solution design and contract delivery. Forecasting of resource against sales plans. Profit and Loss responsibility (£19.5M). Combined staff of 300+which increased to 650+ by the end of the year. Responsible for gross profit improvements, the integration of the Call centre and Consultancy expertise to create a single, more flexible human resource pool. Identification and management of Key Success Factors (CSF's) and key risks (KFF's). Managed the introduction of a comprehensive range of staff training and development material to ensure the ability to meet the growth plans of the next three years.

Merchants Ltd. (Cont'd)
February 1997 appointed the Board as Director of Services (new post). Designed and implemented a new delivery management infrastructure setting up the new team to manage the operational needs of the organisation releasing the Board to concentrate on directing the business and client development work.
Directed through focus on Performance Management, Business Development, People Management, People Development and Change Management. Introduced standardised briefing templates and simplified reporting methods across the division.

Independent Management Consultant May 1994 to October 1995
Assignment to British Airways Holidays
A diverse high pressure, high profile project involving complex co-ordination of multiple disciplines both internal and external. Expanding BA subsidiary restructured and relocated 500+ staff, including a 200 seat Call Centre, to a new site with time and business critical constraints. Involved in project design, implementation and post implementation work.
Interim dual site operation over a three-month period utilised full range of interpersonal and professional skills.
Responsible for aspects resultant from major organisational change and the physical move, including “soft” issues relating to fears and expectations of the people involved.
Risk analysis, contingency planning, co-ordination of spatial designs and installations. Installation of AT&T PDS cabling system, general building works including new computer environment from a shell. Exposure to AS400, PC Networks, Datapoint ACD, BT Featurenet ACD and BT PBX.

Teledata Ltd. June 1993 to May 1994
General Manager
High volume Call Centre, operating 24 hours a day handling in excess of 10,000 calls daily. Staff over 100, turnover circa £3.6M pa.
Joined as Client Services Manager responsible for company wide delivery of service to the customer. Identified and introduced Service Level Agreements for both internal and external use. Promoted to General Manager after 6 months to be responsible for the site with revenue and profit responsibility.
Played a key role in the planning and implementation of the integration of a competitive Call Centre acquisition into existing site in 12 weeks whilst maintaining full service to customers from both client bases.
Key organisational areas were Sales, Client management, Customer Service Centre (operations), training, finance and systems.

Independent Management Consultant September 1992 to June 1993
Working with small and medium sized companies on a variety of business management topics including cash flow, stock control and purchase control.

Pal International Ltd. January 1992 to September 1992
Information Services Director

Pal International Ltd. January 1989 to January 1992
Computer Services Manager

Cromwell Group Holdings June 1982 to January 1989
Computer Services Manager

MBS Glynwed Distribution Ltd. January 1980 to June 1982
Product Manager

Dormer tools (Sheffield) Ltd. July 1969 to January 1980
Branch Manager

Education

Education Summary:
DeMonfort University Leicester 1993
MBA – Strategic Management

Leicester Polytechnic Leicester 1991
Diploma in Management Studies

Skills

Professional Profile:
· Capable and energetic outcome focused business leader with broad ranging experience and skill gained working in varied business sectors. Revenue and Profit conscious. Strong people, process and IT capabilities.
· Competent in the use of analytical and influencing skills. Able to plan and implement at strategic and operational levels. An agent of change who has consistently produced improved quality of service to the customer.
· Experienced in budget analysis, preparation and control.
· Effective in the concurrent management of wide ranging projects, including multi-site environments both in the UK and overseas subsidiaries.
· Able to evaluate situations logically, communicates complex information clearly and develops plans systematically and constructively.
· Generates ideas and uses practical criteria to focus on the best solution to a problem. Will make decisions and take action.
· Works well with employees and Clients to determine needs and derive solutions that all can live with and which support the growth and evolution of the business. Experienced in working with teams from 25 to 1000+ people.
· An enthusiastic team player with sound business judgement seeking an opportunity to apply his considerable experience to promote the realisation of business objectives.
· MBA from DeMontfort University, Leicester.

Languages

English
learning Spanish & French

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