1. 15 Primrose hill
Tel: 07730 701679
Full UK Driving licence and car owner
An experienced and professional, Strategic/ Operations Manager who possesses a hardworking desire to
drive success, with a passion for achieving objectives, employee engagement and development. With a
diverse skill-set demonstrating an effective team-player who understands the importance in building good
relationships and overall improving customer service. Strong organisational skills, built while managing a
busy, multi-channel contact centre. An excellent understanding of developing people to achieve short and
long term goals through structured, managing and coaching. Keen on improving performance and working
towards business objectives.
Over 16 years management experience within contact centres
Performance management in line with HR guidelines.
Schedule and real-time planning
Strategic/ process planning and delivery
Continuous and operational improvements
Head of Customer Service – Redfern Sept 2014 – Present
Redfern is a predominantly online business travel management provider with an annual turnover of £250M
– 300M, during my time the Customer service team expanded from 42 FTE to 89 FTE. Reporting to the
board of directors, responsibilities included and not limited to:
Developing and overseeing the application of quality and controls across all aspects of service
Providing a high level of customer service through the effective management of the Operational Team
Leaders and Assistant Team Leaders.
Controlling the departmental KPI’s through coaching and performance management.
Managing all aspects of a multi-channel contact centre ensuring business SLA’s are achieved through
forecast planning and managing service delivery and ensuring resource-output is managed effectively
to maximize tight budget deadlines.
Delegating tasks to Team Leaders in order to achieve project deadlines
Improving customer satisfaction and reducing customer churn.
Minimising attrition through employee engagement.
Challenging current process to improve productivity
Operational strategy and
Implementing and driving change on an expanding business in a multichannel contact centre.
Key account management and final point of escalation for query resolution.
Ensuring ISO9001 was achieved and maintained; audited as a department
Identifying, managing and mitigating business risk associated with all areas of the operation.
Overall responsibility for all operational work-streams.
2. Team Manager – Barclays Bank PLC Jan 2013 – Aug 2014
Lead and managed a team of Case Managers and Succession Managers within Barclays PPI specialist
complaints, who liaise with the Financial Ombudsman.
Focused on improving quality and ensuring business processes were followed.
Maximised efficiencies and output.
Ensured FCA/ FSA regulations where adhered to at all time
Developed MI reports, process improvements
Responsible for recruitment of new staff and interviewing.
Managed projects from start to finish; worked to strict deadlines
Worked within a newly established, department; tasked with developing and creating processes and
supporting the development of these across the business.
Furniture Sales Agent Aug 2011 - Dec 2012
(Self-Employed Account Manager)
Selling and building relationships within various independent furniture stores across the North East of
England. Representing manufacturers and importers, responsible for account management and sales.
Worked to strict targets to earn commission.
Field based, face to face, business development with customers.
Objection handling to achieve sales targets.
Overall account management and servicing of existing and new customer.
Telefónica O2 UK May 1999 - Jun 2011(VR)
Various positions detailed below. During my time working for O2, I was nominated for employee of the
year and also an individual award for top 5 individuals across the whole UK business.
Business Customer Service/Sales TeamManager Oct 2005 - Jun 2011
Managed and coached sales and billing service teams who are responsible for o2’s SME customers.
Managed a team of approximately 16 Full time employees in their day-to-day duties and uphold
O2’s conduct, attendance and performance policies.
Delivered and facilitated class based training and ensured my team had the knowledge to deliver
excellent customer service.
Scheduled and real-time planning to achieve SLA.
Delivered messages and gained buy-in from my team, colleagues and peers.
Coached staff on sales and service techniques and behaviours.
Created incentives working with limited budgets to increase sales, customer experience and overall
moral in the work place.
Motivated and supported team members and colleagues at all times.
Delivered top results on various projects within business customer services
E.g. Introduction of business landlines and internet within o2 customer services.
Ensured department objectives were met, working to strict deadlines
Supported my wider team; shared knowledge and working practices.
Planned and held scheduled, monthly and daily team meetings.
Facilitated appropriate fact-finds and formal disciplinary hearings.
Maximised sales conversion rates; ancillary and value-add products.
Business interface Manager Oct 2004 – Sept 2005
Interfaced between implementation and delivery on a new customer service system whilst also improving
customer experience on the existing system.
Chaired cross-site process workshops and meetings to streamline processes and build into the new
Interfaced between design and implementation to ensure the system and processes were fit for
purpose within business customer services.
Responsible for all User Acceptance Testing.
3. Project Leader for Business Customer Services.
Managed the implementation of a new system into customer services along with the processes
Created and developed lean processes for online customer services.
Gathered business requirements and managed the delivery to successful completion.
Team Coach Dec 2000 – Oct 2004
To coach and mentor customer service and sales teams.
Completed call observations and had to feed back to Advisors regularly.
First point for customer escalation requests.
Availability for Question and Answers
Provided on-going sales training
During this time I was selected to help in the build of O2’s new system where my role included:
Process and workflow building
Departmental requirement gathering
Retention advisor May 1999 – Dec 2000
To generate sales and retain O2 customers wishing to cancel contracts.
FA South Feb 1997 – May 1999
Sales and buyer for large independent furniture store
Self Employed Manufacturers Agent Mar 1996 – Feb 1997
Various furniture manufacturers and distributors
Arnold Laver Timber Merchant May 1994 – March 1996
1989 – 1994
Hanson Upper School – Bradford
7 GCSE’s including English, Maths and Science Further education
NVQ in Retail
NVQ in customer service
Hobbies & Interests
In my spare time I have recently learned a number of new skills by completing an extensive home
improvement project on our house. I also attend my local gym.
Available upon request