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Contact Centre and Resourc Mangement

Work Experience

A professional and experienced Contact Centre and Operations Manager.
Excellent track record of consistently achieving measurable results through others using leadership and performance coaching skills honed during 7 years in operations management.
Extensive background in workforce planning & forecasting; process redesign and technology implementation with a creative and open-minded approach to problem solving.

Education

Diploma Management Studies
Prince II Practicioner

Skills

Contact / Call Centre management.
Business process design & review.
Operational and Resource Planning
Project Management

Languages

English

Other

Career Experience
Regional Customer Relations Manager
The management of Customer Relations teams across 3 sites in Cardiff, Glasgow and Belfast responsible for all aspects of customer churn and asset recovery for 380,000 customer base.
Encompassing all requests for customer disconnections, complaints, home movers and asset recovery.
Achieved higher than targetted asset recovery figure in all regions.
Role also included responsibility for creating and submitting the regional Telephony and IVR Strategy.

Regional Operations Manager - Wales
Responsible for all Consumer Operations in Wales, including Customer Service, Fault Restoration, Service Provisioning and Installation. Working with a complex budget of around £1.6 million per month and managing in-house teams and contractors totalling 390 staff.
A highly charged role requiring considerable focus on the day to day management of a complex operation.
Maintained the regions success with the most consistently excellent installation record and lowest total operating cost.

Manager, Customer Management Centre
Responsible for inbound Customer Service Centre, Fault Management Centre, Customer Relations, Admininstration Support, Resource Planning and Training for all private consumer enquiries.
Re-engineered all front line processes and developed intranet based tools to speed transactions.
Developed ‘Human Experience’ approach to coaching to assess performance of individuals and teams.
Reorganised induction training to reduce training time, reduce early attrition and make more enjoyable.
Developed accurate and meaningful Forecasting and Planning Processes for both front and back office functions which were accepted as group best practice.

Call Centre Manager
Responsible for an inbound team of approximately 100 associates dealing with the servicing of a large residential telephony and TV customer base.
Successful in improving coaching methods, quality standards, and productivity.
Reduced cost base in first six months by focusing on agent scheduling, logistics and overtime planning.

Head Of Collections & Business Process Development
The role covered the management of a pre-litigation collections team of 27 staff and the responsibility for the design and development of entirely new processes for both Collections and Customer Services during the implemtation of a new workflow and CRM system.
Improved in house recovery by 11%
Reduced agency fees and improved recovery by expanding agency network and managing by results.
Team Leader for process design and Business Assurance Co-ordinator for the Project Assurance Team.

Head Of Customer Services
Management of call centre and administration office of 85 staff. Ownership of budget of around £3m. Responsible for service quality, achievement of sales targets and arrears management of large account.
Role included the call centre development; production and delivery of medium term strategic plans and systems specifications for IT development
Responsible for the quarterly business conference and senior management conference for Financial Services business.

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