I am part of the senior management team, responsible for project delivery, consultancy and resource planning for acrinax Ltd as well consulting, project management and account relationship development for our key clients.acrinax develop, integrate and maintain contact centre and IT service desk solutions and services for leading high street and blue chip organisations. These solutions include cloud based contact management services, WFO systems, self serve applications as well as assisted and automated channel solutions such as chatbots and SMS services.

I provide Project Management, Consulting and Professional Services to the IT Managed Service and Contact Centre Industries. I bring value by helping organisations to:Maximise the value of their IT investmentsImprove Contact Centre operational performance Ensure Managed Services deliver better business value to their clients

We developed the ITSMValue Assessment Model™ to help IT professionals understand current IT Service Delivery capabilities and build a strategy which helps deliver business value and a great customer experience

For the last 18 months, I have been responsible for the design and delivery of client business outcome engineering (OE) methodology in Dimension Data. I was selected as a part of a small team to define, design and deploy a new approach. I managed a proof of concept in the USA, to prove the value of OE, in creating value chains for transformational accounts. I also created models to show business and IT alignment for the regional transformational sales teams. This has proactively driven increased pipeline through paid consultancy engagements and won new business by showing how our technologies, capabilities and services deliver client business outcomes. I am working with SME’s to create, referenceable standard value architectures that can be reused by the enterprise and service architect community across the group to support future sales opportunities, increasing the efficiency and consistency of the design and delivery of client value propositions whilst improving intercompany relationships between group and region.

I was responsible for delivering subject matter expertise to all DD regions, to ensure they understood the Group’s Contact Centre as a Service value proposition. I also worked on opportunities directly to support the regional sales teams to secure new business. • My most notable win was being part of the sales team that secured a Contact Centre ITO contract with an estimated TCV of c.£20m over 7 years. I was the lead on the transition and transformation workstream as well as working with all other areas on the creation of the client value proposition and winning the businessI moved roles in group to work on the opportunity detailed above

I was responsible for developing the business case and project managing the delivery of the companies’ first Contact Centre as a Service (CCaaS) offering to go live.• The service realised savings of 35% per annum internally. (£2.5m over a 3-year period). This was achieved by transferring 3000+ seats of existing client operations away from existing suppliers to the new internal service I moved into Dimension Data Group from this role

Operating across Europe, Middle East Africa and AustraliaI was a Contact Centre specialist, responsible for consulting in all aspects of operations design and build, and management of contact centre operationsMy achievements included; I spent 11 months working in Bahrain as part of the executive team responsible for the strategy, design, build and operation of a new BPO joint venture with the Bahraini Government. I designed and delivered the BPO and Contact Centre Operating Methodology IP worth £3.5m.I also and delivered Contact Centre technology and operations consulting engagements focused on reducing operating costs, long term customer satisfaction and revenue maximization including: • I spent 9 months working in Belgium on the design and delivery of revised Contact Centre Operations structure for a major European High St Bank - The redesign would have saved 20% in operating costs.• I spent 6 months working in Paris redesigning the Contact Centre Technology management model for leading European FS provider – The est. savings of this change were £35m in technology costs• I project managed the go live of a greenfield 200 seat Contact Centre UK based operation for Nationwide Building SocietyI moved from this role into a UK based role within the business to spend more time with my wife and start a family

Operating in UK and South Africa - A large personal lines insurance broker. My roles included divisional Car Insurance Sales Manager & Group Operations Project Manager My most notable achievements included divisional Sales team of the year. I also spent 6 months in South Africa as Sales Manager to manage an underachieving Sales operation. In that time, I achieved all Sales Targets and turned them into the group’s best performing sales division.

A contact centre consultancy based in the UK. I was a Contact Centre Operations ConsultantMy most notable achievement was the set-up of a new Contact Centre for an independent term assurance provider. I was responsible for the day to day management of the contact centre and I oversaw its growth from 0-70 people in 18 months. The client moved from the 6th to the largest independent provider of term assurance in the UK.

UK division of German automotive manufacturer – I was Customer Service Process Manager- responsible for UK Customer Service delivery through the pan- European Contact Centre

My roles included Contact Centre Operations Manager, Team Leader and Telesales Consultant for many blue-chip clients