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Call Centre & Project Management Specialist

Work Experience

United Pan European Communications (UPC) Amsterdam, the Netherlands May 2001 – December 2001
Contracted to provide Project Management knowledge, experience and support for the company’s own Project Managers. Initially to sort out and manage the completion of a project to install a Channel Management system for the company’s digital television output. When that work was completed she took on the role of Programme Manager, responsible for the management of all projects within the clients premises, with additional responsibility for all Client liaisons.

Granada Media, London SE1. Aug 2000 – Feb 2001.
Contracted to advise on Call Centre requirements and manage the delivery of Call Centre services from outsource companies. This project was for the installation and operation of an Internet Set Top Box providing web access through the Television. Contract provided for two days per week, extended to 4 days a week for January/February 2001 when she was contracted to assist in the close down of the company’s ISP service.

Boxclever, formerly Granada Home Technology & Radio Rentals, Bedford. April 2000 – Dec 2000
Contracted as Acting Customer Services Director whilst jobholder was seconded to manage the merger between the two companies.
Responsible for 4 Call Centres, one Customer Service, two Telemarketing and one Outsource Telemarketing for a key client. Fully responsible for the strategy and operation of all the Call Centres with direct responsibility to the Managing Director. Company achieved finalist in the Unisys Customer Service Awards 2000 and Bronze Award for Technical innovation in the Call Centre Europe Customer Service Awards 2000 during her incumbency.
Since August this contract was reduced to 3 days per week by agreement to allow her to carry out the Granada Media contract in tandem.

Ntl - Hook and 8 locations throughout the UK. November 1999 – March 2000.
Contracted to assist in the design and implementation of a Management Reporting and Forecasting process for Call Centres and Operational (Field) units.
Client is the largest cable television and communications supplier in the UK.
Part of a larger, ongoing project to standardise the performance and capability of the clients 8 Operational Centres throughout the UK.
Produced and Implemented the Forecasting model, implementation was through workshops, training sessions and clinics, which were designed and run by the Consultants.

Bakers Dolphin Direct, Weston-Super-Mare, Somerset. 14 – 18 February 2000.
Contracted to carry out an audit of skills and processes with a view to further consultancy work. Proposals accepted and further work is contracted.
Client is a medium size Travel Sales Call Centre.

T V TRAVEL SHOP, Bromley, Kent. August – October 1999
Contracted for 3 months to interim manage the clients only Call Centre.
Client is a fast growing leisure supplier.
Call Centre had increased from 4500 calls per day to 9000 calls per day in one calendar month.
Performance of Call Centre was totally unacceptable; high abandoned Call Rates, low service provision, poor staff morale, untrained operators and supervisors. Achieved all Service Criteria in 3 month incumbency.
Contract required the implementation of new call management processes, building staff morale, implementing training and coaching programmes, improving service levels etc.
Recommending appropriate technical purchases to improve performance.

PHILIPS CONSUMER COMMUNICATIONS, Hilversum, The Netherlands.
April – July 1999
Contracted for 4 months to oversee the implementation of a cost reduction programme within the 5 European Call Centres handling Philips Consumer Communications customer queries.
Additionally asked to run 3 other projects, relating to Call Forecasting, IVR and Business Process Re-Engineering within the Call Centres.

TONY CHANDLER CONSTRUCTION, Southend-on-Sea, Essex. Jan – Mar 1999.
Contracted to carry out a feasibility study for a Telemarketing Operation
Billed Time – 14 days
Recommendations accepted

MILLER FIRSTLINE, Waltham Cross, Essex. Jan 1999.
Contracted to carry out a feasibility audit for additional management personnel in the Call Centre.
Billed Time - 5 days
Recommendations accepted.

Education

HND Business Studies
'A' levels: English Language, Mathematics
'O' levels: Mathematics (Credit), English Language, English Literature, French, General Sciences and Art.

Skills

A highly experienced people manager with significant expertise in a wide range of commercial skills including:

Customer Relationship Management
Call Centre Management, including dividing and merging sites.
Customer Services Management
Customer Complaint Management
ACD technology, including Aspect, Definity & SDX INdex
Sales, including field and telesales
Marketing, Direct mailing, Customer Response Management
Operations, including geographically diverse locations.
Project Management
Strategic Planning
Financial and Business Planning
P & L Management, Budget Planning
Forecasting and Target setting

Knowledge in the use of a wide range of proprietary PC software programs, including Microsoft Office, Lotus Smartsuite, MS Publisher, Corel DTP, MS Project & Project Management Workbench

Languages

Basic French and German. Native English Speaker

Other

The work experience listed above are all contracts that I have undertaken in the last two years. Previous employment also includes many years in a variety of industries including Insurance, Courier Delivery Services (UK and International) Parcel Delivery Services, Financial Services, Travel, Professional Theatre; Field based Service Engineers and Retail. This experience has resulted in highly developed skills covering all the following areas.

Business Development
Financial forecasting and writing business plans
Negotiating for Major accounts
Renegotiating price contracts
Selling Franchises
Planning, implementing and delivering Operational and Sales Training.
Assessing sales peoples performance, including their achievement of targets.
Setting targets.
Fixing departmental budgets.
Negotiating special rates
Handling all major accounts.
Direct Mailing
Sales Promotions
Exhibition Stand Management
Conference Presentations
Managing Field based Sales and Operations personnel
Telesales

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