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Director

Work Experience

Set up and run Call Centres in the UK and overseas both for public and private sector organisations. I have worked in different areas of contact centres and latterly I have been offering consultancy to an Insurance company and then a local authority.

January 2005 – November 2005
Project Director, First Contact, Harrow Council

• Reported directly to Executive heading the Organisational Development directorate and carried out process mapping and operational reviews of the fifteen major customer facing council departments. From these reviews derived a quality and performance improvement strategy to gain quick and medium term ‘wins’ to consolidate, replace and reorganise its current customer contact channels.
• Shared the operational review data and worked with outside suppliers who were vying to become preferred partner for ten year Business Transformation Partnership (BTP) with the council; those partners being Unisys, Capita and Fujitsu. The value of the partnership being 25 million over three years and 125 million to 150 million over ten years.
• As part of the BTP, following European Union tendering directives, worked with Harrow Council in drafting the Invitation to Negotiate (ITN) for the required new Multi Channel Contact Centre and One Stop Shops (Fist Contact) and the CRM platforms that these would operate from. The First Contact project being worth 8 million to 12 million over the first three years.
• Worked with Gartner and Price Waterhouse Coopers as part of Harrow Councils core evaluation team reviewing the response to the ITN in terms of key issues, business cases and efficiency savings, robustness, quality and innovation of solution, realistic and achievable timescales, risk and finance, primarily for the ‘First Contact’ project but also with other related projects including Information Technology, Management Information Systems and Back and Middle Office systems.
• Once the Business Transformation Partner was selected, worked with Harrow Council to implement the supplier’s project plan and am part of the council’s project governance and operational delivery team


July 2004 - December 2004
Project and Transition Manager, Cox Insurance Holdings Ltd, London

• Responsible and accountable for Project and Transition Managing of Cox Insurance Group’s 2004 / 2005 accelerated outsourcing programme within the claims department. This programme contained inbound telephone and data processing work which at the time resided in Cox’s UK based call centres and was to be moved to WNS in India.
• Liaised with intra department heads, internal and external suppliers, set up work streams and work stream heads, to ensure an on time, on budget, achievable plan was developed. Owned and executed the delivery of that plan.
• Represented the Claims Department at inter Cox Group company business unit updates



May 2004 – July 2004, Cox Insurance Holdings Ltd, Claims Department

• Supported the Project Manager in the delivery of Cox Insurance’s inbound new claims Help line which was being outsourced to WNS in India
• Worked with Cox Insurance’s outsourced supplier, WNS, to make the delivery of their inbound call handling more robust and operationally efficient
• Enhanced Cox and WNS’s voice only service by integrating back end databases to allow voice and data process work to take place.
• Worked with Cox Insurance and WNS to develop a framework for Unit Transaction Pricing replacing the old cost per agent hour model


September 2003 – March 2004
Partner, ‘Evolve’, South Africa

• Project managed a twenty five seat call centre ‘start up’ in Cape Town. Responsible for IT, Telecoms, operations and financial planning.
• Co-ordinated the business planning and resource management from due diligence and project viability through to recruitment, systems implementation and then operational go live
• Delivered and co-ordinated clients product training
• Liaised with local and overseas clients to ensure the project was executed in the manner client specified. Kept regular client contact to ensure no deviation from requirements.
• Managed local and international vendors to ensure best possible service and lowest cost to the business.
• Jointly responsible for business development and client management, capacity and revenue forecasting
• Architect of business rules and jointly responsible for company governance.


August 2001 – August 2003
Major Account Director, ICICI Onesource, formally Customer Asset.

• Responsible for the set up and running of a fifty-seat pilot for Great Universal Stores (GUS) that developed into three hundred-seat account, contributing sixty four percent of ICICI revenues. GUS account revenue circa £12.5 million per annum
• Negotiated the contracts for the pilot and the ongoing seats.
• Supported the India based technical transition team set up any pilot and on-going work. After transition I became the contract and commercial manager for the account, monitoring service levels, maximising revenue, forecasting and invoicing the client for those revenues.
• Member of the GUS steering committee and project teams at the client’s request. Made sure the day-to-day implementation project work was delivered on time and on budget for both ICICI and GUS. At regular bi-weekly intervals I reported to GUS as to the progress of any given project.
• Conduit through which the client communicated daily with ICICI Onesource Operations.
• Facilitated monthly, quarterly and yearly business reviews and chaired all conference calls ranging from Management Information to Logistics for the shipping of IT equipment. Visited India as and when business dictated.









October 2000 – August 2001
Nine months Freelance Consultancy
Business Development / Business Planning / Market Analysis for CustomerAsset Ltd

• PR and marketing of the products and services that can be provided by the CustomerAsset Ltd contact centre in Bangalore.
• Headed Customer Assets UK office recruitment campaign. Advised on what roles were needed, wrote job specifications, liased with agencies, and interviewed candidates.
• Part of ‘English Language from Bangalore’ strategy team that is planning quarter on quarter UK activity, targets and milestones for both Business Development and Marketing departments.
• Thoroughly researching ‘target’ business’s in readiness for Sales presentations too them.
• Project Managing and developing ‘won business’.
• Managed the installation and testing of telecoms equipment, in particular international private leased circuits and the requisite kit at the local termination point. Managed the relationship between the supplier of the Point of Presence hosting service and CustomerAsset.
• Cost benefit analysis / planning for the expansion and augmentation of the CustomerAsset.com proposition from India based English Language e-mail handling and web chat, to the same services but with ‘voice’ facilities for all European, Middle Eastern and Asian languages too.
• Specifying and implementing sales support database. Managing change from previous ad hoc approach to contact management, structured, processes driven approach


August 2000 – October 2000
Three months Freelance Consultancy
Business Development for Outsourcing Insight

• The driving force behind the acquisition of UK and European sponsors for a report on the pros and cons of outsourcing call centres in India.
• Researched and reported on the Indian market place re outsourcing.
• Instrumental in putting together a consortium of interested parties, from the UK, Europe and India to share knowledge and contacts within the call centre industry.


April 2000 – August 2000
Five months Freelance Consultancy
Interim Head of Telemarketing for Response, Analysis and Mailing Ltd. (R.A.M)

• Advised Managing Director and Board Directors on RAM’s strategic, tactical and technical ‘next steps’
• Responsible for day to day running of the Telemarketing operation / Response Centre
• Proactively sought to recruit and select permanent Head of Telemarketing
• Undertook a skills audit of the Response Centre management.
• Introduced new job descriptions and review procedures.
• Managed and advised upon the expansion of the department


Nov 99 – April 2000. Six months Freelance Consultancy
Project Director for Scicom Sdn Bhd, Malaysia

• Project managed the transition of existing work and the implementation and initial operational activity of a seventy five-seat call centre for Scicom in Kuala Lumpur.
• Fifty percent of seats in the new Malaysian call centre were for on-going activity for the Nokia ‘Regional’ client, taking technical enquiry and customer service calls from the Philippines, Thailand, Indonesia, Malaysia, Hong Kong and Singapore. In addition there were seats for other clients too such as Celcom, Phillips and Astro.
• The other fifty percent of seats were for Technical and Customer Service Helpdesks, both taking calls from Australia and delivered to the call centre in Kuala Lumpur.
• Part of Scicom / Nokia implementation team for the development and delivery of an E commerce and Internet Call Centre strategy and product offering. Piloted in Singapore, this customer service - phone, fax, letter and e-mail - being done by Scicom in Kuala Lumpur.


Jan 99 – Nov 99. Nine months Freelance Consultancy
Project Manager for OgilvyOne. Major contracts:

• Ogilvy One World Wide: ‘On site’ client for, and project management of, Ogilvy’s BBC client.
• Part of the OgilvyOne / Telecom Express virtual team advising on the set up of the Telecom Express Call Centre initially for the BBC client.
• Telelab Ltd: As a freelance consultant worked with different clients in a project management or client relationship capacity. Most sizeable clients were The Prudential, Abbey Life, McVities and London Electricity. Co-ordinated Telelab’s marketing department, writing a winning submission for the BT Marketing Awards.
• Listening Company: Project Implementation for key client The IT Network.
• OgilvyOne World Wide: Project Management and Consultancy for several different accounts, Royal Mail, Amex and Envision – BBC’s licence fee collection agency.


July 98 – Jan 99. Permanent contract
Client Relationship Manager / Project Manager for SITEL
• Client Relationship Manager for One 2 One account. Based at One 2 One’s Head Office.
• Delivered organic growth of the One 2 One account, increasing revenue, margin and greatly developing client and supplier relationship.
• UK representative on SITEL’s Microsoft worldwide project team. Regularly support SITEL’s Global Business Development team.
• Always looking to develop my clients with mutually beneficial strategic programmes to SITEL, the Microsoft Network or One 2 One.

January 98 – July 98. Permanent contract
Account Director / Project Manager for SITEL

• Account Director then Project Manager for Mercury One 2 One.
• Continued to develop the MSN UK account. Delivered Global quarterly business reviews in both London and Seattle.
• For the One 2 One account unified Client Services and Operations.
• ‘Transitioned’ the team from a hierarchical structure to a flatter project team structure.
• Was ‘expert resource’ as SITEL UK moved to project team working.
• Member of successful Mercury One 2 One re pitch team.
• Headed the group that relocated the One 2 One team from Kingston to Old Street.
• Continued to increase then maintain the client satisfaction score for the One 2 One account.
• Became a virtual client as I increasingly took on more added value work for the client.
• Designed SITEL UK’s Client definition of success document

July 97 – January 98. Permanent contract
Account Manager, Global account team / UK account team for SITEL

• I implemented the start up, and enjoyed managing, several other campaigns under SITEL’s portfolio of national and international Hi-Tech sector accounts.
• 25% of my time was devoted to European focus on a global initiative to move all SITEL sites to an Oracle IT platform.
• On the MSN account introduced new pricing model, saving cost for the client, retaining margin for SITEL.

April 97 – July 97. Permanent contract
Account Manager Global account Team for SITEL

• As part of the Global Account Team restructure, I headed up the Microsoft Network account
• Roaming brief. Based in London, Seattle, Brussels and Tokyo.
• I increased the amount of formal and informal contact between SITEL and the UK, European and Japanese Microsoft subsidiaries.
• Worked with MSN and Microsoft UK Marketing to analyse the success of MSN acquisition and retention programmes.
• Increased financial responsibilities, forecasting, budget planing and invoicing.
• Line managed on site staff in Seattle and Tokyo
• Worked with Microsoft project teams to introduce web based call management tools.
• Involved in MSN contract negotiations.


August 96 – April 97. Permanent contract
Account Manager seconded to Microsoft Head Office

• On site Manager for SITEL’s MSN Global Account Team. Lived and worked in Seattle for six months.
• Facilitated and set agendas for video and phone conference calls with the Canadian, Japanese, UK and European SITEL account teams
• Attended Microsoft staff meetings as the SITEL advocate.
• Worked closely with and headed projects involving other on site vendors, Stream, MCI and Andersen Consulting.


Jan 96 – August 96. Permanent contract
Account Manager for SITEL

• Account Manager on SITEL’s Account Team that co-ordinated the Microsoft Network account.
• Liased daily with national and international, internal and external clients to effect smooth day to day management of the account. Internally that meant the three SITEL call centres, in the UK, Brussels and Japan, serving 22 different countries in 29 languages. Externally this meant taking instruction and briefs from the MSN client either at any given ‘local’ subsidiary level or, as was more common, from the MSN World Wide client based in America.


Sept 1994 – Jan 1996. Permanent contract
Account Executive for The Decisions Group

• Account Executive Compaq. Handling the day to day running of both the Customer Care and Technical Support sides of the campaign. My experience ‘On site’ of the nuts and bolts of the account, plus a general insight into the Compaq way of doing things certainly helped me to develop this account.
• During my time in this role at a successful re-pitch, I presented to Compaq’s President and Vice President for Europe. In addition to high profile activities I was responsible for campaign staples such as taking campaign briefs from the client, then delivering this brief to Telemarketing Executives.
• I also had to ensure what the client was asking for was practicable and as appropriate, deploy Decisions Group’s support services to achieve the campaign objectives. There where in addition very Short term ‘fine tuning’ decisions to be made usually as result of weekly client status meetings




March 1994 – Sept 1994. Temporary contract, The Decisions Group

• The Decisions Group, Kingston. Telemarketing Executive Reed International Campaign.
• Telemarketing Executive then administrator Royal Mail Campaign. On site Telemarketing Executive for Compaq Technical Support campaign, Compaq Head Office, Richmond.


1990 – 1994

• Bentalls Kingston – General Assistant.


1987 – 1990

• Marks and Spencer Plc, Birkenhead.

1985 – 1987

• Oxfam, Heswall – Volunteer.

Education

BA(Hons)Modern Arts, History of Ideas

Skills

Motivator and people person. Problem solver, creative

Languages

English

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