Gail Carmichael Email & Phone Number

Kingston Upon Hull, England Metropolitan Area

Scarborough, England, United Kingdom

Responsible for a Lettings Business with a portfolio of 900+ properties, 400+ clients and 30 employees (UK based and international).

Hull, United Kingdom

Reporting into the Head of Major Opportunities and managing a team to produce high quality tender documents for contracts between £200K - £1M per year

Hull, United Kingdom

• Working as part of the Management Team responsible for a 100 seat Customer Service and Technical Support contact centre, supporting all customer related contact.Main responsibilities:
• Managed stakeholder relationships and the flow of information (e.g. engineering, propositions, IT)
• Being the ‘voice of the consumer business’ in all cross team working activity, including new product launches and process/system changes
• Managed information in and out of the business area
• Managed change into the Operation
• Incident management – acting as the Consumer Operational Incident Manager during network issue or serious customer outage

Hull, United Kingdom

• Main responsibilities:
• Managing stakeholders
• Managing training
• Managing change into the Operation
• Problem and incident management
• Managing process and change development – created a propositions change agreement, that mitigated and managed the impact on the operation of product releases

Hull, United Kingdom

• Working as part of the Management Team responsible for a 500 seat Outsourced Contact Centre, with clients in the retail, service, and public sectors (including local and central government).Key objectives:
• Bid Management – responsible for the production of a compelling and quality submission for all tender opportunities, both in written and electronic format, including: Creating a library of ‘boilerplate’ material that.
• Project Management/New client implementation – managing the process from winning a contract to handing over a fully live service to the Operational Management team, including: Creating and maintaining project.
• Support to the Business Development and Marketing teams

• Responsible for the management of the following functions/processes:
• Management information – production of all internal and client facing operational reports and data
• Business Analysis – production of thorough and accurate client processes and procedural documents
• Resourcing – creation of resourcing plans and shift patterns
• Project Management/New client implementation
• Facilities/Health and Safety – on-site responsibility for all building related issues, working closely with the group facilities and SHE team

Hull, United Kingdom

• This role involved successfully managing the delivery of client specific training requirements along with the overall generic developmental needs of the business. Key objective areas:
• New Client Project Team – responsible for all Training and Development strands of new client implementations. This includes meeting with a new prospect to sell our services and strategy, inputting into bid.
• Ongoing Development – responsible for ensuring that all ‘Business as usual’ training is delivered in a timely manner to ensure that our employees continually deliver to the standard expected by existing clients.
• Managing the internal and external training team – I successfully extended the training team both internally and externally through the recruitment of professional trainers. Also by developing a team of associate.
• Consultancy – I was a key part of a Consultancy team which harnessed in-house experience/expertise and advises other companies on their Contact Centre operation. This involved observing, interviewing staff and.