Colin Bushell Email & Phone Number

Derby, England, United Kingdom

• In early 2020 I joined Firstsource, a 3rd party out-source solutions provider where I took on my role as a Sales Manager (customer experience leader) within their Sky retentions department. My position began with.
• Provide clear direction and leadership to the Sky retentions campaign and support the wider operational goals.
• Ensure regulatory compliance is adhered to in line with Ofcom requirements, consumer credit and TCF.
• Coach and mentor team members in the principles of providing excellent customer service, whilst developing and managing an internal call quality programme to ensure a culture of excellence across the team.
• Provide insight and analysis of team performance for quality and sales targets to help drive higher performance across the team.
• Make decisions regarding operational activities to enable the business to reduce potential risk to the customer, client and their ability to meet contractual service level agreements.

Nottingham, United Kingdom

As part of the global compliance team I work alongside colleagues reviewing Worldpays policies and processes in line with local, and international regulation. The aim is to complete risk and regulatory assessments across Worldpay-FIS business activities, products and processes to validate compliance with applicable laws and regulations, detecting and.

Nottingham, United Kingdom

I lead a team of 7 Quality and Compliance Analysts conducting monthly QA reviews of the Worldpay UK Small to Medium Enterprise and Small Corporate sales operation. This included Telesales operations as well as monitoring and training a remote Field-Sales team. I developed, shaped and defined the SME Sales Quality agenda in the sales operation and was.

Nottingham, United Kingdom

Leading a team of 8 Quality Assurance Coordinators to ensure regulatory compliance, as well as an adherence to internal quality standards. Reporting, and coaching where necessary to provide improvement where needed.