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Project Manager/Call Centre Consultant

Work Experience

Freelance Consultant - November 2000 to now
Working with a new start-up telecoms company preparing an RFP to be submitted to selected outsourced call centres

Consultancy Project Manager - March 2000 to October 2000
Customer Consulting Limited in Milton Keynes
Scoping, planning and implementing CRM strategy
Troubleshooing, risk management, budget management
Client liaison at Director level
Contributing to the sales process
Operations consultancy

Project Manager/consultancy - January 1998 - February 2000
Merchants Limited
Scoping, planning and implementing call centre projects
Troubleshooting, risk management, budget management (£24m)
Client liaison at Director level
Accountable for successful delivery of call centre projects for blue chip clients
Call centre training
Contributing to the sales process
Call centre operations consultancy

Call Centre Snr Ops Manager - April 1996 - January 1998
Merchants Limited
Managing a large inbound customer service operation in the private healthcare industry
Managing outbound lead qualification, appointment setting and welcome calling in the private healthcare industry
Managing outbound welcome calling for a leading mobile telephone company
Line management responsibility for up to five operations managers (ultimate responsibility for 500 telephone agents and managers)
Responsible for achieving targets, troubleshooting and continuous improvement

Customer Service Supervisor - June 1995 - March 1996
Time/system (UK) Limited
Responsible for 10 customer service agents
Stock control
Staff recruitment and training
Responsible for the implementation of a new telephone system
Monitoring inbound performance, planning and implementing pro-active outbound calling

Telemarketing Manager - January 1994 - May 1995
The Marketing Organisation Limited
Responsible for delivering all telemarketing inbound and outbound operations on time and within budget
Designed and implemented telephone techniques training to internal and external clients
Responsible for recruitment and training team leaders and telephone agents
Client liaison at all levels
Supported the sale process

Client Business Manager - September 1993 - December 1993
Profile Marketing Services
Responsible for the implementation of a corporate brochure
Business development - preparing a contact strategy predominantly in the industrial furnishings industry
Client liaison
Preparing a tender response for a public relations contract for a large blue chip company

Education

5 "O" Levels
2 "A" Levels
Private Secretarial Diploma
Currently studying for a Social Science degree with the OU

In-house and external trainings attended at Merchants
Effective Communication Skills
Facilitation
Developming Relationships and Managing Accounts
Project Management
Selling and negotiation skills
Life planning skills

Skills

Project Management
Telebusiness consultant
Microsoft Project
Visio
Powerpoint
Word
Excel

Other

Throughout her career Michell has worked with corporate clients in the financial, medical, telecommunications and IT industries throughout the UK and South Africa. Her assignments have included the following roles, Snr Operations Manager, Project Manager and Call Centre Consultant.

She is experienced and successful in building teams to launch/build/consolidate customer management, service/sales or marketing operations. An individual who enjoys working in multi-disciplined teams, designing and implementing solutions that create a "win" for the customer, the individual and the company.

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