Recent Work

Major UK fixed line and Broadband provider
General Manager
Achievements
Singnificant reduction in repeat customer contacts. Reduction in inappropriate report faults and hardware replacements

UK Contact Centre Outsourceer
Implementation Director
Achievements
Managed full project leadership activity

Start-up UK Broadband provider
Head of Service Delivery
Achievements
Delivered on track on budget sales and service contact centre operation

Financial support Charity
HELPLINE DEVELOPMENT CONSULTANT
Achievements
• Implemented upscale and case management plan
• Delivered 10% cost saving in year 1 and further 5% in year 2

Uk Government Dept
CONSULTANT
Achievements
• On time on budget delivery of scoped objectives
• Created a pilot model office to prove the pilot concept

UK Energy Supplier
INTERIM HEAD OF SITE
Achievements
• Delivered management restructure of Change of Supply and Home Movers function
• Identified Head of site succession plan
• Developed program for “excellence” training through the use of a model office test environment

Social housing sector
CUSTOMER SERVICE CONSULTANT
Achievements
• Conducted a due diligence exercise on behalf of Mpathy to identify requirements for a contact centre operation for a group of housing associations in Manchester

UK Telco
INTERIM HEAD OF CUSTOMER MANAGEMENT
Achievements
• Delivered save rate increase from 46% to 64% in six weeks
• Created outsource relationship with partners in Czech Republic and Ireland
• Delivered lowest ever recorded level of customer Churn (1% Jun 08 and July 08)