• A cross-site operation of 1000 seats delivering a multi-lingual solution across Europe• Responsible for 80 employees covering France, Germany, Belgium, Netherlands and Italy• Review team and individual performance through the dedicated management team on a weekly basis • Identify areas for improvement in effectiveness and efficiency in the daily processes

• A dual role which included client management as well as site management i.e. Health & Safety, supplier mgmt. etc• An inbound operation delivering customer service to consumers through phone and social media teams• Established a first-class complaints resolution procedure with a significant shift to first time resolution• Provided insight for the client into their various products along with associated call volumes with YoY variances

• Accountable for the delivery of £5.5m revenue• Provided leadership to the team through line management responsibility of two senior managers who managed seven team leaders with 150 FTE• Created and delivered an excellent onboarding programme for all employees that reduced time to competency• Developed and implemented processes to drive effective and efficient outcomes for both CPM and the client• Built and nurtured excellent relationships with key client stakeholders to drive revenue and opportunity growth

• Accountable for the delivery of £32 million client traded revenue across three different workstreams through 65 FTE.• Line Management of 4 Team Managers.• Took an established team through transformational change to enhance ways of working and drive more value for the client through enhanced minimum performance standards and measures.• Financial responsibility for delivery of £3million in Gross Profit and £1million in net revenue. Achieved 102% of £32 million Traded Revenue target and 104% of £213 million portfolio growth target.• Monthly / Quarterly presentations to senior stakeholders to deliver results and insight with suggestions for action.

• Responsible for delivery of Governance and Control programme in a regulated industry across 100FTE.• Rolled out a documented transformational TCF culture within 2 months by creating a robust action plan, redesigning all processes including the approach to quality, performance management, recruitment, engagement and ways of working.• Introduced robust risk management and escalation process spanning from front-line up to board director level. • Took a team at risk of client resignation - through the implementation of governance and control across all areas - to become the channel leading outsourcer delivering weekly quality scores of 90%+.

• Responsible for the management of the day to day management of the outsourced client relationship• Ability to make persuasive proposals to clients, highlight key benefits of solutions appropriate to buyers needs, overcome objections in a structured way and make effective closure• Able to identify opportunities within client base and take proactive action to initiate cross-selling• Appreciates the commercial impact of decisions and actions• Provide a deep level of insight for clients around their business environment• Develops networks and contacts internally and externally and has a broad business awareness• Negotiates service and costs • Plan, develop and implement acquisition strategies in line with new product development• Prepares and delivers engaging presentations to all stakeholders• Monitor performance against agreed SLA’s and targets• Reviews and delivers against P&L

• Analyse numerical data, verbal data and all other sources of information.• Applies analytical and evaluation techniques in all business situations• Breaks information into component parts, patterns and relationships.• Manages and develops databases ensuring fit for purpose• Presents and communicates data in concise and relevant format• Uses all relevant systems confidently and able to extract and manipulate data

• Conducts inbound / outbound calls as defined by client/ campaign requirements, utilising training and campaign knowledge• Contributes to team target/SLA even when personal target has been achieved• Meets all quality compliance standards• Meets personal targets in line with campaign/ client requirements• Keeps clients informed of progress and problems and proactively manages expectations• Provides a friendly and positive service and deals with customers in a confident and professional manner• Responds quickly to client needs and feedback (both internal and external clients)