CURRICULUM VITAE

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Profile

An experienced, ambitious and dynamic International Call Centre Operations Manager with a proven track record in
leadership, process management, call centre management and auditing. Excellent communication, influencing and
negotiation skills, with a strong people based focus.

Skills and Achievements

Leadership and Management

• Development of a future proof and scaleable departmental structure focusing on quality people through
recruitment, training and ongoing management.
• Established, managed and motivated a team that ensured high quality customer excellence by focusing on the
voice of the customer
• Formulated ongoing objectives for Managers and Team Members which integrated directly with Business KPIs
• Introduced succession planning to ensure stability, flexibility and pipeline planning.
• Experienced and successful in performance management and dealing with HR related issues.

Project Delivery
• Project managed call centres in India, included training, coaching and auditing to ensure performance
improvements and maximisation of sales.
• Created and introduced quality procedures to outbound call centres both in the UK and in India, which
significantly reduced the volume of complaints received and ensured that the company was conforming within
regulated guidelines.
• Designed and delivered a compliance manual which is used both internally and externally, covering Data
Protection, Sales and Marketing Code of Practice and Trading Standards.
• Consulted on the implementation and design of a Performance Related Pay Scheme

Career History

May 2009 – October 2009 – Cafcass (6 month Contract)

Area Office Manager
• Managed offices to ensure performance KPIs were met.
• Liaised with court offices and Social Services to build relationships and ensure standards of service were met
or improved where required.
• Prepared offices for regulatory Ofstead Inspection
• Built Operational models across multi sites to enhance service offered to Solicitors, parties and children

August 2006 – May 2009 - Phones 4U

Operations Manager

• Successfully Managed a call-centre with 4 Managers, 11 Team Seniors and 120 agents
• Formulated and introduced the Team Senior role, currently being used by the business in multiple departments
• Facilitated the Training, recruitment and development of Call Centre Agents, Team Seniors and Customer
Service Managers.
• Improved the quality Control results by 9% and dropped the call abandon rate by up to 18.5% over a period of
6 months, contributing to a move from 109th to 5th Place in the National Customer Experience Awards
• Successfully developed and maintained strong relationships with key stakeholders and Board Members
throughout the company
• Have a proven track record of managing, motivating and developing direct reports to maximise their
achievement and have a positive effect on the department overall
• Introduced policies and procedures to all streams of the group resulting in an aligned and systematic approach
to Customer Services

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Jan 2006 – August 2006 4U Business

Operations Manager

 Provide statistical reports to senior management on performance of a corporate sales team and daily activities
of department
 Planning resource and prioritising workload to ensure KPIs are achieved
 Creation of structure to allow for significant forecasted growth and development of the department

October 2005 –December 2005 – Present 4U Business (part of Caudwell Group)

Risk and Compliance Manager

 Audit of internal sales team to ensure compliance with company’s policies and procedures
 Reviewed and audited internal department to ensure compliance with Data Protections and internal policies
and procedures
 Completed audits, Fraud Investigations and audit reports to senior management on performance of Sales team and
internal departments.

December 2003–2005 Caudwell Communications (part of Caudwell Group)

Risk and Compliance Auditor

 Completed audits and reports to senior management on performance of external outbound call centres (both in the
UK and internationally), internal financial departments and HR policies and procedures
 Reviewed call centre procedures to ensure Compliance with Regulations and Legislation. Legislations included, Data
Protection, Ofcom Sales and Marketing code of practice and Trading Standards.
 Reviewed and Instigated Quality Management procedures within outbound Call Centres
 Provided coaching support to external business partners where performance did not meet required standards.

2002–2003 Caudwell Communications (part of Caudwell Group)

Customer Operations Supervisor

 Grew department from 2 to 25, creating structure to allow for significant forecasted growth.
 Responsible for discipline, moral and development of 25 administrators and 2 team leaders
 Planning resource and prioritising workload to ensure KPIs were achieved
 Provide line manager with statistical data on team and department performance
 Implementation of performance related pay scheme
 Liased with external business partners to define mutually acceptable procedures to receive information.
 Requirements specifications on an internally designed CRM to ensure business needs are met during a period of
massive growth.

Education and Training

• 8 GSCEs Grades A-C
• A Levels in English and Psychology
• BA Hons English and History
• Absence Management, Bullying and Harassment, Workplace Discipline, Equal Opportunities, Negotiation skills,
Time Management and other management related courses.
• Microsoft Office – advanced

Personal Details

• Date of Birth: 2nd June 1978

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• Full, clean UK Driving Licence

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