Callen Customer Management Ltd

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)

UK Multi media provider

CUSTOMER SUPPORT MANAGER

Achievements:

•Operated as internal customer operations consultant for other BSkyB companies

•Reduced repeat call volumes by over 30%

•Implemented contractual management processes between partner companies

•Introduced “Knowledge Governance” group to ensure increase control of change

•Delivered sales training resulting in a 10% lift in conversion rates and product mix

UK Internet ProviderMar 06 – Mar 07

INTERIM LOYALTY AND RETENTION DIRECTOR

Achievements

•Delivered 22% improvement in 90 day retention metric in a four month period

•Managed the external relationship between multiple sites both on shore and off shore

•Created new outsource partnerships in Asia and Czech Republic

•Implemented Campaign management process between Marketing and Customer Service.