Modus Operandi develop and market innovative intelligence solutions that deliver smarter decisions to their customers.✔ Contracted to support the gathering of project requirements and to lead stakeholder acceptance for mission-critical projects✔ Reviewed project deliverables, oversaw delivery schedules, quality standards and progressive projects through milestones✔ Created UAT testing scripts for developers and led on UAT on new systems prior to release for final testing and… Show more Modus Operandi develop and market innovative intelligence solutions that deliver smarter decisions to their customers.✔ Contracted to support the gathering of project requirements and to lead stakeholder acceptance for mission-critical projects✔ Reviewed project deliverables, oversaw delivery schedules, quality standards and progressive projects through milestones✔ Created UAT testing scripts for developers and led on UAT on new systems prior to release for final testing and roll-out Show less

Intelling Ltd is a business process outsourcing (BPO) company who specialise in customer contact and management services.✔ Hired to work in synergise with the Outsourced IT team and select third-party suppliers to manage changes, IT provision and services within the Manchester, Burnley, and Belfast sites, and 2 partner sites in South Africa ✔ Heavily involved in the RFI/RFQ of a new dialler solution, worked in partnership with the dialler vendor to deliver a new solution to the… Show more Intelling Ltd is a business process outsourcing (BPO) company who specialise in customer contact and management services.✔ Hired to work in synergise with the Outsourced IT team and select third-party suppliers to manage changes, IT provision and services within the Manchester, Burnley, and Belfast sites, and 2 partner sites in South Africa ✔ Heavily involved in the RFI/RFQ of a new dialler solution, worked in partnership with the dialler vendor to deliver a new solution to the business with minimal impact on productivity and maximum gains post-delivery ✔ Vital to the response to the Covid-19 pandemic onset, moving from a 100% on site solution to a predominantly virtual/home-based service within weeks, rapidly introduced new software to virtualise the call centre function using Connex ✔ Spearheaded the ‘Return to Work’ programme that re-planned the call centre layout to meet Covid Safe measures, and steered a major training programme in Connex to allow home-based colleagues to remain remote in services ✔ Successfully introduced a ‘Returns Process’ that provided real-time intelligence/analysis on campaign performance✔ Managed the implementation of IT service frameworks in the refresh of hardware at the Manchester site with 0% downtime✔ Project managed the replacement of telephone infrastructure within the call centre with webRTC in all UK/SA centres ✔ Acted as a first point-of-contact for Connex, including through the implementation of the global dialler solution that enabled Intelling to offer a complete voice, email, SMS, webchat, and social media contact solution to client partners✔ Launched a new Quality Module vital to move away from Excel reports and to centralise all compliance and QA activities✔ Innovated service offerings through the introduction of an AI Speech Analytics tool that generates sentiment insight used by operations teams to aid the rapid induction, training, and development of teams Show less

Vodafone is a British multinational telecommunications company that operations in Asia, African, Europe and Oceania.✔ Hired initially to manage the in-house dialler team to Ofcom and ICO regulation, quickly established personal capabilities to expand personal remit to the management of an inbound real-time team and customer fraud team in the UK & Egypt✔ Piloted a Proof-of-Concept programmes to improve fraud and inbound customer operations with the Egypt team to transition dialler… Show more Vodafone is a British multinational telecommunications company that operations in Asia, African, Europe and Oceania.✔ Hired initially to manage the in-house dialler team to Ofcom and ICO regulation, quickly established personal capabilities to expand personal remit to the management of an inbound real-time team and customer fraud team in the UK & Egypt✔ Piloted a Proof-of-Concept programmes to improve fraud and inbound customer operations with the Egypt team to transition dialler management to a remote platform (Aviya) that expanded usage to from 25 agents (2016) 100+ agents in 2018✔ Pivotal to steering Vodafone through an external audit of Vodafone UK processes/data and outsourced provision that was key to the award of the first Telco’s TPS Assured Accreditation (2016), replicated and retained in 2017/18✔ Expanded the Real-Time Team with the bring-back of jobs to the UK that improved best practice and performance ✔ Generated the business case to purchase a fit-for-purpose dialler – won the case and led a fast-tracked instillation and testing that uplifted contact capacity to SMS, email, WhatsApp, Outbound and Inbound channels ✔ Defined service levels (SLAs) within Vodafone UK, worked with regulatory/legal division to uphold compliance and to steer quality assurance activities down to the agent level ✔ Partnered with IT team to conduct data analysis to generate trend insight used to spot performance and non-compliance✔ Represented Vodafone in monthly forums and committees with corporate security to identify change priorities, to discuss trends in fraud and performance, and to maximise the profitability of dialler / contact centre operations Show less

Convergys is a global customer management and information management service, who acquired Stream Intelligence Services in January 2014. In turn, Stream acquired LBM services in late 2013. ✔ Promoted to Global Head of Dialler Services, and steered the dialler side of the post-acquisition of LBM to Stream in 2013, with ownership of the UK operation and a remote Philippines based team to placed calls to the United States ✔ Oversaw 100 million+ calls across all dialler platforms in 10… Show more Convergys is a global customer management and information management service, who acquired Stream Intelligence Services in January 2014. In turn, Stream acquired LBM services in late 2013. ✔ Promoted to Global Head of Dialler Services, and steered the dialler side of the post-acquisition of LBM to Stream in 2013, with ownership of the UK operation and a remote Philippines based team to placed calls to the United States ✔ Oversaw 100 million+ calls across all dialler platforms in 10 months in 2014, managed a centralised team of Dialler Managers and the Lighthouse Manilla Team to ensure compliance with Ofcom and FCC/TCPA USA regulations✔ Drove the success of 130+ outbound campaigns and a further 20 inbound/blended campaigns, responsible for the development of direct reports, dialler strategy and creating of training packs for advisers and manages ✔ Heavily involved in the development of ICDial, a predictive dialler that allowed rapid scale-up in both the UK and US ✔ Partnered with the US Legal Team to introduced changes to US Campaigns following the introduction of TCPA regulations ✔ Steered talent acquisition initiatives as a part of the centralisation of the UK Dialler Team, created a high-performance unit and new knowledge sharing culture that helped Dialler Managers take on greater responsibility as leaders✔ Launched the Weekly Best Practice Meetings to synergise operations between UK and the Lighthouse Overseas Team✔ Led an intensive training of the Lighthouse (Philippines) team on ICDial and the mobile version of ICDial, and modelled improved training in the UK that resulted in a reduction in records used and cost-per-acquisition ✔ Implemented the Call Results Alignment Audit across 10 diallers to bring all diallers in line prior to a new dialler rollout Show less

LBM provided personalised contact management services to businesses across the Northwest of the UK and Northern Ireland.✔ Promoted from Dialler Manager to IT Service Manager in September 2008, tasked with leading the Network Support Engineer and Assistant Manager team through projects, hardware refreshes and IT service management improvements ✔ Actively contributed to ‘Project Janus’ to create new ‘Intelligent Contact’ models for various call centre campaigns✔ Co-led the… Show more LBM provided personalised contact management services to businesses across the Northwest of the UK and Northern Ireland.✔ Promoted from Dialler Manager to IT Service Manager in September 2008, tasked with leading the Network Support Engineer and Assistant Manager team through projects, hardware refreshes and IT service management improvements ✔ Actively contributed to ‘Project Janus’ to create new ‘Intelligent Contact’ models for various call centre campaigns✔ Co-led the hardware upgrade and replacement project for the Belfast and North West regional call centres ✔ Addressed a change in Ofcom regulation to removal answer machine detection in 4 sites, and led a roadshow to train agents across the region to improve productivity when faced with non-contact challenges ✔ Launched and rolled out a new application to host customer satisfaction surveys used across 400+ outboard seats ✔ Partnered with the Database DevOps team to automate key reports to reduce significant time in reporting functions✔ As a former Dialler Manager, oversaw services in 4 LBM contact centres, and brought the Belfast in line with UK standards✔ Coached, mentored, and developed high-calibre talent into senior roles within Belfast and the NW region ✔ Contributed to the Ofcom compliance audit at the behest of LBM clients Show less