Alison Wild Email and Phone Number

Working with clients on a range of continuous improvement initiatives, from changes within existing operational processes and procedures to designing digital transformation programmes. Using analytics and insight to refine the consumer experience. Driving increases in CSAT and NPS through partial/full automation, allowing consumers to self serve where appropriate and utilising technologies to reduce case handling times whilst delivering a high level of CX.

I lead the relationship with key clients in the CPG sector across the UK and Europe, covering 15 markets and 100+ brands. This is across multiple channels including voice, email, chat, whatsapp and social. As well as ensuring all SLA’s and KPI’s are exceeded, I build strategic partnerships with key stakeholders within the client organisation in order to identify and develop opportunities for the expansion of the account.I'm also responsible for retaining clients through contract negotiation and/or RFP processes and work closely with Operations, Bid, Digital, HR, Finance, Legal, Compliance and WFM teams.Consumer experience and CSAT are key areas of focus for me and how service can contribute to the overall sales of our client organisations.

A continuation of my role at PC-1 following the acquisition by Connect Managed Services in the summer of 2017. I remained focused on identifying and delivering solutions that maintained and enhanced our status as a leader within the Customer Experience and Contact Centre Solutions space. Connect delivers 24 x 7 high availability and pain free transformation of business-critical Contact Centre and UC environments for businesses globally. Managed out of operations centres in North America, Europe and Asia, we have developed a bespoke set of monitoring and automation tools, which combined with our differentiated approach to service management, ensures we deliver a consistent service level performance - typically over 25% above industry standards. Our unique ‘Stabilise, Enhance, Transform’ programme enables a seamless journey from disjointed, legacy technologies and suppliers to a uniform, modern environment with consistent service levels under a single contract. To find out more visit our web site - http://www.connectmanaged.com/

PC-1 (www.pc-1.co.uk) was founded in 2003 and is a leading provider and systems integrator of contact centre/customer engagement technology solutions. Our approach is technology agnostic but we specialise in Genesys and Cisco Contact Centre products and a range of point solutions. We deliver our services via on-premise, hosted and multi-tenanted cloud platforms. Our differentiators are: comprehensive experience in contact centre technology (particularly cloud based), an absolute appreciation and focus on delivering business/operational benefits (we 'Walk the Talk'), and a strong vision around digital customer engagement. Our customers include well known enterprise brands across multiple sectors and leading mid-size companies with 200-1500 contact centre seats. PC-1 is achieving strong growth (> 30% in 2016, doubled turnover in the last 3 years) and profitability. We are continuing to invest in customer loyalty and employee engagement.

I work with clients across industry to help them access the technologies they need to achieve customer experience transformation within their organisations. In most cases our solutions centre upon Contact Centre-as-a-Service, Dimension Data’s comprehensive suite of best-in-class contact centre functionality delivered via the cloud. I work with new clients to help them validate their technology requirements and to plan their ‘journey to the cloud’, and with established clients to ensure that they maximise their technology infrastructures in order to achieve business advantage – profitable clients who spend more, stay longer and cost less to manage.www.dimensiondatacx.com

Gain, grow and retain business (outbound B2B tele-marketing campaigns) through account management, identification of new opportunities and meeting with new business partners.Core elements of my role included:Understanding clients needs and designing solutions delivered through proposalsSet up of campaigns (IT specification, call guides and training, recruitment of appropriately skilled agents)Monitoring key metrics to ensure targets are met and feedback is delivered to client on areas affecting their campaign. Tracking campaign costs vs CLV (customer lifetime value)Creation and tracking of monthly forecast and cash flow for all Phonetic accountsMaintain and develop client accounts through targeted growth and build relationships

Responsible for team that set, control and manage all company pricingAnalyse profit opportunities, develop and implementPresent regularly on related issues to key stakeholders and BoardDesign and enforce stricter controls within area of pricing, contracts and tenders

Team Manager, Technical Customer Services and SAP Change ManagerSuccessfully implemented SAP in engineering & customer services teams, covering 40 office staff and 100+ engineers; led teams through significant business changeRe-engineered processes within business and conducted all relevant trainingMonitored and reviewed impact of change with recommendations for the futureMerged existing engineering and customer services with external supplier to provide flexible cost base, wider coverage and improved responseManaged a team of 20 direct reports on engineering helpdesk

Set up and ran teams of 50 agents on in/outbound customer service projectsConducted troubleshooting, risk analysis and problem solvingDevised and implemented processes to ensure consistency and qualityWorked through expansion and change with a smooth team transitionActively managed teams and individuals, including absence and attritionDeveloped team members through appraisals and delegation of dutiesMentored and coached recently promoted colleagues Coached individuals on call handling skills using quantative scoring methodResponded to and worked with client in order to ensure best practice for both partiesConsultant within Call Centre in Egypt, where mentored, coached and developed managers to improve awareness, effectiveness and efficiency in role