With 20 years of senior leadership experience in the outsourcing industry; continuous improvement, innovation, change management and entrepreneurial thinking have been central in maintaining success.Fundamentally, I help organisations navigate critical and complex operational issues whilst improving their performance to realise their strategic goals.A strong background in project management and extensive experience in business operational processes has enabled me to deliver solutions within multifaceted stakeholder environments, and support organisations to design and implement major reform and transformation programs.I have extensive Workforce Management experience and recognise the importance of striking the right balance between automation and human touch whilst ensuring resources are aligned to customer demand, customer experience standards and business requirements. I also have experience across multiple WFM vendor platforms and understand the analytics, forecasting and reporting requirements of contact centre operations across voice, digital and self-service solutions.I have assisted organisations improve efficiencies by extracting, linking and understanding data from interactions across the organisation to create a more complete view of customer sentiment, needs and journeys.The ability to quickly understand client technical environments, data systems and processes and translate it into compelling and easily understood workflows has helped clients make evidence-based decisions on strategy execution to improve enterprise value.I help clients understand, evaluate, and implement outsourcing governance technologies that fit their organisational requirements to create measurable business value, by provisioning services through continuous improvement and achieving specific business outcomes.During my career, I have managed the overall coordination, production, execution and evaluation of business systems and processes for client transformation events, both for internal and external business partners.Specialties: Project Management, Business Advisory, Workforce Management, Compliance and Risk Management, CRM Integration & Dialler Solutions, Outsourcing Tender Management, Procurement Management, Digital Transformation, Customer Journey Mapping, Omni-channel Strategy, Customer Acquisition and Retention"There is a difference between interest and commitment. When you're interested in something, you do it only when its convenient. When you're committed to something, you accept no excuses, only results" - Kenneth H Blanchard