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Customer Services / Call centre management

Work Experience

PROFESSIONAL PROFILE:

“An experienced customer support led business manager with a proven track record of success within highly competitive commercial sectors.”

“Strong all-round leadership & strategic management experience.”

\"Results orientated & profit-focused, with business planning skills.\"

“Experience of customer development, new product launch, call centre operations, customer service & profitability initiatives within leading-edge markets, seeking an opportunity where rewards match results.\"

CAREER TO DATE:

June 2000 - Present: CUSTOMER SERVICES MGR :- TradeCell Ltd
E-commerce based B2B service provider
· Responsible for the establishment of customer service functions
· Development of business plans & strategies
· Liaises with major customers & key accounts
· Establishment of customer support structures
· Supports new product launch activities
· Championed e-commerce development initiatives
· Supports sales & marketing programmes
· Appraisal, training & development of staff

1998-2000: CUSTOMER SERVICES DIRECTOR :- Standard Bank Insurance
· Responsible for all aspects of customer support
· Reported directly to the Managing Director
· Leadership of a multi-functional team of 130+ staff
· Development of business plans & strategies
· Controlled innovative Call Centre operations
· Supported a customer-base of 425k clients
· Ensured quality systems compliance
· Business performance reporting activities
· Controlled HR & staff planning programmes
1996-1998:PRODUCT DEVELOPMENT MGR :- Standard Bank Insurance
· Responsible for the development of innovative insurance products
· Reported directly to senior management teams
· Controlled product planning & development activities
· Handled budgets, forecasts & schedules
· Project planning & control activities
· Ensured effective customer support
· Championed new product introductions
· Monitored business performance & profitability

1994-1996: NATIONAL TELESALES MGR :- Standard Bank Insurance
· Responsible for the establishment of a telesales function
· Leadership of a multi-functional team of staff
· Development of business plans & strategies
· Ensured effective customer service & support
· Management of a major Call Centre operation
· Controlled HR & staff planning activities
· Appraisal, training & development of staff

EARLY CAREER INCLUDES
· National Manager – Standard Bank Insurance Brokers
· Managing Director – Connexions Recruitment
· Branch Manager – Provident Financial Group Plc
· Inspector – Aegis Insurance
· Aviation Underwriter – Aegis Insurance

EDUCATION & PROFESSIONAL TRAINING:
· Various in-house & external training programmes
· Effective communication & presentation skills
· Team leadership & motivation techniques

ADDITIONAL INFORMATION:
· Full driving licence
· PC and IT skills
· Born 15th July 1954
· Enjoys good health & fitness
· Excellent references available upon request

Education

To A level standard
Numerous managerial courses

Skills

Strongl leadership skills
Excellent interpersonal skills

Languages

English

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