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Training/Operations Manager

Work Experience

14 years experience within call/contact centres both insourced and out-sourced companies across many industry sectors.
Carol is a successful Call Centre professional with fourteen years call / contact center experience. On leaving the Merchants Group in April 1999 she has worked as an Interim Call Centre Manager for a number of clients across different industry sectors to include both in-sourced and out- sourced operations.

Within Merchants Carol was dedicated to delivering best practice training solutions for managed services within Merchants. Her scope included training needs analysis, design, delivery, coaching and measurement of training solutions.

Management experience across broad industry sectors has allowed her to become successful in developing teams and thereby exceeding business objectives and targets set.


Summary

Carol is enthusiastic and has a great deal of energy which inspires
people working with her. Her management approach is very hands on as
she prefers to lead from the front.

Logical and analytical Carol maintains personal effectiveness and
consistency of performance when working under personal and or work
related pressure/stress.

Carol has a great sense of fun and is creative, this produces a unique yet
successful style when motivating teams of people.
Her commercial awareness allows Carol to identify risks and their possible
causes and provide practical workable solutions ( within/outside of
prescribed limits ) which meet or exceed customer requirements at
functional levels.

Education

To A level std

Skills

Skills

§ Inbound & Outbound telephone marketing specialist to include: -
Sales
Customer Care / Management
Market Research
Profiling
Fault Management/ technical helpdesk

§ Experienced Operational Manager
§ Experienced Training & Development Advisor
§ Design and Delivery of training solutions
§ Able to plan and manage projects
§ Commercial awareness and focus
§ Effective Trouble-shooter
§ Effective communicator
§ Experienced man manager

Other

Clients Include:


Scottish water - Operations consultant

The brief included a full audit and review of the operation and processes t resulting in a complete change of culture and working practices.

RBS/Nat West bank - Training Consultant

Designed and delivered a one day training workshop for approx 400 staff at RBS /Nat West on behalf of Calcom group.
Success to date of 94% achieved after analysis of feedback forms.


ITV Digital - Operations Manager

Responsible for three business areas, Carol had 4 direct reports and 22 team managers indirectly reporting to her.
Reporting directly to the call centre director Carol ‘s remit was to “trouble shoot “ and ensure that all targets and business objective were met.
In charge of the technical support team Carol conducted an audit and implemented changes which improved the emphasis of a Customer focussed service centre.
Responsible for the set up of outbound sales team.

Ntl - Operations Consultant

Part of a small team Carol was responsible for conducting a full audit to improve call centre processes and procedures, including reduction of abandon rates and change management to include all the back office functions.


Hotel Express International – Interim Manager

Reporting to two major investors as a telephone-marketing consultant, Carol has been responsible for conducting of a full audit for HEI to include recommendations for future development of the business and specification of a new system for the telemarketing department.
Daily responsibility included identifying sales channels, team motivation, performance and productivity measurement and coaching.
This was originally a short-term contract (two weeks), which was extended a further 12 months. During this period Carol managed a number of telemarketing Staff


Mobile Gas South East

A new office set-up in Sevenoaks for Mobile Gas selling into the SMEs gas users after the deregulation of British Gas.
Job included the recruitment and training of 6 sales people to cold call to acquire gas sales. This was a very hands on position and in the most part lead from the front.
Sales targets and direction a key part of this role.





Other Clients/projects worked on

Norwich Union Motoring Gold, Homeowner plus
Inbound/outbound Private Clients

Orange Welcome Calls
inbound/Outbound

Xerox Business Development Unit
Outbound

Carlton TV On Digital TV
Inbound

IPC Magazines Magazine subscriptions
Inbound

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