Caroline Theobald Email & Phone Number

Dorking, Gb

Watford, United Kingdom

Steer all facets related to business transformation projects, including planning, P&L control/management, and delivery. Identify and resolve customer queries/issues by overseeing 24/7/365 customer service centre operations. Recognise, establish, launch, and integrate an effective web-based CRM system across booking and enforcement systems within four months, resulting in effective reporting, efficient processing, and KPI enhancement. Procure and negotiate with key suppliers to manage project commercial arrangements. Provide effective commercial and marketing materials for boosting sales, while administering bundled sales solutions from conceptualisation to launch.• Optimised call answering rates from 60% - 90% by devising, developing, and monitoring customer service centre functions and KPIs in accordance to industry standards.• Increased team performance by 70%.• Delivered exceptional management of organisational budget valued at £550K pa.• Reduced headcount from 28-17 and costs by +£40k pa through initiating the concept of outsourcing operations and evaluating/examining customer service strategies.• Slashed workload by 30%, whilst managing delivery of online portals to enable customers self-serve functions.• Ensured project operations adherence with General Data Protection Regulations (GDPR) while serving as a Data Protection Officer (DPO).

South East England

Designed, developed, and executed effective strategies to ensure continuous growth and stability of off-airport parking products. Recognised and acquired new suppliers, agents, and consolidators to purchase company products and services by negotiating with commercial contracts. Devised, established, and deployed new booking engine and in-house yield management tools to enable dynamic pricing. Identified and implemented new CRM system focusing on enhancing management reporting, customer service, loyalty programmes and operational efficiencies. • Optimised organisational turnover by £5M - £7M throughout a three-year period.o Ensured corporate business growth by 15% through developing and launching new key account strategies for targeted direct marketing as well as hiring key account manager.• Assured optimised customer satisfaction by 30% through creating and launching a text messaging service to inform and remind customers regarding appointments.• Slashed costs by £30kpa by converting the operational structure of business and implementing across the HR process through:o Transforming fixed contracts to zero contracts.o Modified operational structure of shift patterns to 4 on 4 off by developing and introducing an effective time management system.

Leatherhead, Surrey

Established a state of the art college for Sports and Nutritional Therapies and associated subjects. • Project Managed from concept, locating the premises to the design and layout of the building and all the equipment and promotional material required ready for launch within 2 months.• Sourced all suppliers and became accredited by a key sector assessor within 12 months.• Recruited over 40 students in a 2 year period• Built a strong team of highly qualified tutors

Croydon, United Kingdom

Responsible for a 24/7/365 Multi Channel Contact Centre.• Took an underperforming team of 19 agents and produced a fully performing team of 55 agents within 18 months with key functions and responsibilities.• Created a customer centric culture within the organisation by introducing and implementing a new call centre telephone and CRM system and centralising all customer service touch points. • My operations experience ensured that effective resource planning, process improvement (automation) and staff development were introduced. • Improved overall efficiency of the team through introduction of KPIs and SLAs by 30%.• Budget responsibilities of £1.6m• Increased technical faults fixed within agreed timeframe by 40% through improved standards of performance and contribution from suppliers by improving the way faults were reported and contractual terms with suppliers.• Delivered ISO9000 for the department

Welwyn Garden City

Reporting to the General Manager IT and Operations of the UK’s leading online payments retailer. Employed to turnaround an underperforming Contact Centre. • Evaluated and recommended the upgrading of the telephone system to maximise efficiencieso Managed the supplier relationship for delivering the upgraded telephone system which improved the speed at which customers were dealt with by delivering the customer to the correct team.• Created skill specific teams through identifying key skills, training and development.• Calls answered increased from 79.2% to 90% per month• Introduced new reporting procedures into the Finance Admin team resulting in improved performance in how the team reported figures to the business resulting in faster decision making.

Dorking, Surrey

Self employed Interim / Contract Manager in the Contact Centre arena. Able to assess internal processes in order to improve customer retention, increase up-sell and cross-sell success.Managed small to medium sized call centres, improved processes, team productivity and implement change effectively.

Reporting to the Services Director of a leading global telecoms supplier. • Identified key strategic customers in the Finance and Service Provider sectors to identify growth opportunities. Produced detailed account plans for each customer which were given to the sales team. Used Siebel for reporting.

Marbella Area, Spain

Reporting to the Managing Director of a new property agency. • Project Managed the build of a new 10 seat call centre in Marbella, Spain from concept in order to handle inbound response enquiries to web, PR and advertising activity promoting overseas property. • Delivered the operational plan in line with company objectives. Worked with suppliers to ensure the call centre was delivered on time and to budget. Introduced Salesforce.com for the CRM system.

Marbella Area, Spain

Reporting to the Marketing Director of the leading property agency in Southern Spain. • Reversed the poor performance of a 35 seat Call Centre in Marbella by:o Introducing a culture of continuous improvement, revenue growth and customer service through training and introducing KPI’s, dashboards and sales targets.o Restructured the team by promoting key individuals and introducing an inbound and outbound team which resulted in an improved customer experience.o Increased leads captured by 55%• Reduced administration costs through process improvements (automation) by 80% and created additional revenue of €1.2m• Utilised outsourcing in the UK to support the team in Spain whilst the above changes took place to maximise efficiency and control and ensure value for money plus learning and sharing best practice.

London, United Kingdom

Reporting to Vice President. Oversaw the Lead Management and Account Strategy Department• Project managed several vertical workstreams to remove and replace legacy products within the organisation resulting in reducing costs.• Introduced a tracking system to measure ROI and growth on all campaigns and initiatives and ensured all departments were clear about project objectives.• Project Managed the implementation of an electronic contract management system, estimated cost savings of up to £10m pa. Delivered on time and within budget.• Merged and restructured two departments thus driving down costs by 80%• Delivered a marketing campaign that generated £3.3m in revenue and a marketing strategy for Local authorities that generated £100k in the first 6 months.

Diploma In Psychology, Psychology

Activities and Societies: Diploma in PsychologyStudied for a Diploma in Psychology

Diploma In Marketing, Marketing

Activities and Societies: Diploma in MarketingStudied for the Diploma in Marketing

A Levels In History; German; Computer Science, Classical Civilisation

Education record