Emma Oakes Email and Phone Number
surrey, surrey, united kingdom
Emma Oakes's Location
South Croydon, England, United Kingdom, United Kingdom
Emma Oakes's Contact Details
Emma Oakes work email
- Valid
- Valid
- Valid
Emma Oakes personal email
n/a
About Emma Oakes
I am a results driven, passionate, experienced leader.
Emma Oakes Work Experience Details
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Head Of Sales OperationsJanes Mar 2023 - Present -
Sales Operations ManagerJanes Jun 2020 - May 2023Coulsdon, England, United Kingdom
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Senior Operations ManagerIntrado Jan 2018 - Jun 2020This role allowed me to combine my people management skills and project management experience. I was responsible for our EMEA Managed Services Business including reservations, Delivery of conferences, Workforce Management, Support teams and Administrative teams. I managed and coached 5 Supervisors and was responsible for 60 team members across various sites and regions. Responsible for all areas of the team including projects, process improvement, SLAs, cost, and recruitment.During my time as Senior Manager I successfully deployed a number of initiatives to increase CSAT and ESAT and drive down cost. Some examples of where I successfully reduced cost are, introduction of Operational Homeworking, reallocation of tasks to a more cost effective resource, introducing cross skilling to decrease FTE, and footprint reviews. Some examples of where I increased ESAT are introduction of Volunteering Days and a EMEA Operational Recognition Scheme. -
Senior ManagerWest Uc Solutions, Llc Part Of Intrado Apr 2012 - Jan 2018Croydon, United KingdomMy position was a cross function role allowing me the opportunity to develop and create strategic plans to grow our business and achieve our objectives, to decrease cost and increase quality and revenue. Using my six sigma green belt, ITIL and APM fundamentals training I developed opportunities, gained buy in from Senior Level and project managed changes within our international business. I was responsible for the Business Improvement team which consisted of Business analysts and Project Managers, our aim is to drive the right change in our business. Responsible for the day to day service delivery within our European Operations Centre (approximately 70 heads) covering Customer Service, Help Desk, Reservations and Conference Delivery. To lead, support and motivate managers to achieve business, department and individual objectives. My role was to ensure service delivery is met on a daily basis in line with department guidelines. This role required a high level of strategic planning to ensure targets and customers’ expectations are met and exceeded both long term and short term. This role was centred on strong communication, relationship building, and service improvement (both internally and externally) including the data analytics and reporting to ensure customer longevity.
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Eu Production Manager - General Business And EventIntercall Dec 2010 - Mar 2012Croydon, United KingdomI managed, motivated and coached team leaders and agents. My role was to ensure Service Levels are achieved, drive productivity improvements and deal with escalations from customers. Part of this involves managing projects and working closely with other departments to improve performance, customer experience and efficiencies within Production. The key focus initially was to merge two previously separate teams and functions into one. -
Manager, Eu Production - General BusinessGenesys Conferencing - Now A Part Of Intercall Nov 2008 - Dec 2010 -
Supervisor - Customer Service And Help DeskGenesys Conferencing - Now A Part Of Intercall Feb 2007 - Nov 2008
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Supervisor - Account Set UpGenesys Conferencing - Now A Part Of Intercall Dec 2005 - Feb 2007
Emma Oakes Skills
Telecommunications
Call Centers
Managed Services
Account Management
Customer Experience
Call Center
Unified Communications
Customer Satisfaction
Customer Service
Training
Crm
Vendor Management
Salesforce.com
Customer Retention
Voip
Solution Selling
Customer Relationship Management
Voice Over Ip
Frequently Asked Questions about Emma Oakes
What company does Emma Oakes work for?
Emma Oakes works for Janes
What is Emma Oakes's role at the current company?
Emma Oakes's current role is Head of Sales Operations at Janes.
What is Emma Oakes's email address?
Emma Oakes's email address is em****@****o.co.uk
What skills is Emma Oakes known for?
Emma Oakes has skills like Telecommunications, Call Centers, Managed Services, Account Management, Customer Experience, Call Center, Unified Communications, Customer Satisfaction, Customer Service, Training, Crm, Vendor Management.
Who are Emma Oakes's colleagues?
Emma Oakes's colleagues are Kasthurica Panigrahy, Nigel Torp-Petersen, Nithinprabu R, Keri Smith, Paolo C., Geoff Fein, Despina Despina Ntokooupilova.
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Emma Oakes
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