Amanda Graham Email & Phone Number

London, England, Gb

Reporting to the Managing Director, appointed to lead the UK Customer Service Contact Centre, to enable YOY revenue growth through transforming and innovating the experience for both Customers and Colleagues (70 FTE). Leadership team member; accountable for delivering annual Revenue, EBITDA budgets and Contact Centre KPIs. Responsible for NPS programme.

Reporting to the Performance Director, appointed to build, deliver and embed a Continuous Improvement change programme, to transform customer experience for a strategic client.

Reporting to the Performance Director, appointed to lead the UK Customer Service, Contact Centre for a strategic client (60 FTE). Accountable for delivering KPIs across all channels alongside continually innovating and transforming all aspects of the customer’s experience.

Bradford, England, Gb

Reporting to the Head of Sales and Service, appointed to build and lead an Outbound Telephony Sales Team (75 FTE). Responsible for £1m budget, setting the strategy to cross sell multiple 3rd Party products to existing customers to deliver the Business Plan.

Warrington, Cheshire, Gb

Reporting to the General Manager, appointed as a culture change specialist during multiple new business acquisitions and Brand re-launch. Responsible for leading a team of Field and Telephony Account Managers, setting the sales strategy daily, to deliver a £2m Business Plan.

London, Gb

Reporting to the Head of Sales, appointed to analyse gaps and trends in actual sales performance, versus £22m Business Plan. Responsible for reviewing end to end processes and recommending 'levers' to pull, to increase profitability across three sales distribution channels (70 headcount).

London, Gb

Reporting to the Head of Marketing, appointed to recruit and lead the specialist 'test and learn' Contact Centre to implement a £2m Operations programme. Responsible for setting the strategy of a team of 13 (one direct report) to inform and shape Aviva's future customer experience strategy..

London, Gb

Reporting to the Head of Sales, appointed to lead six direct reports (80 headcount), to deliver £4m new business sales (Web and Telephony). Responsible for customer and staff satisfaction scores, relationship management of global external Partnership accounts and cascading the Business Plan into team and individual objectives.

London, Gb

Reporting to the Head of Sales, appointed to lead a team of 15 telephone based Regulated Financial Advisors. Accountable for delivering £5m new business sales through advanced coaching techniques and performance management. Responsible for designing the Business Balanced Scorecard to support delivery of Aviva's Corporate Plan and recruitment and assessment centres.

London, Gb

Appointed to performance manage the team (30 headcount) to generate quality new business leads to the Regulated Sales Team. Responsible for managing morale and motivation of teams (24 headcount) to sell and service online share dealing and investments.

London, Gb

Managed and motivated a team of telephone based personal lending specialists to achieve annual £4.4m lending target.