Leigh Higgins Email & Phone Number

Melton Mowbray

Deputy Leader of the CouncilChairman - Leisure, Sport and Culture Working Group at Melton Borough CouncilVice Chairman - Policy, Finance and AdministrationMember - Rural Economic and Environmental AffairsMember - Budget and Finance Working GroupSub Member - Planning and DevelopmentSub Member - Communities and Social Affairs

Experienced Contact Centre and Customer Experience professionals including Business Analysis & Project Management resources for your project.Aspect, Avaya, Nortel and Cisco Contact Centre Solutions.IVR, Customer Experience, Payment and Billing, Voice Recording, WFM and CRM Applications, Web Development and E-Commmerce.Open Solutions Ltd has a pool of highly experienced associates with Project Management, Project Support, Business Analysis, Software Development and Testing expertese.Our clients range from FTSE100 Corporates to SME businesses within the UK, Europe and Africa which include working with:Financial and Banking: Barclays, Absa Bank, Tesco Bank, Hastings Insurance, Swiss Re, Britannia and Cooperative Financial Services.Retail: Argos, Homebase, KFC, Carphone Warehouse, Best Buy, Post Office Counters & Pets at HomeUtilities & Telecoms: Severn Trent Water, BSkyB & Talk TalkPublic/Non Profit: Midland Heart Housing Association, NHS, Local GovernmentOthers: TekSystems Ltd, Hillfort Distribution & Retail Eyes (now Market Force)Currently we are working on several projects with some of the worlds largest companies. Our consultants and associates constantly deliver and drive business solutions and project to a successful conclusion.

Project Manager for the Contact Centre Telephony Programme

Cambridge, United Kingdom

Review and recommend the Public SIP Strategy for the Addenbrookes site along with other telephony projects.

Milton Keynes, United Kingdom

Working with HRG to meet new EU Consumer Directives, coming into force in the summer, within a very tight deadline.Other projects include:- HMRC Tax and Duty - Customs Freight Simplified Procedures (CFSP)- Quality Audit and Importation- Several small projects

London, United Kingdom

The programme is focused on improving the customer experience, making it simple for LBG colleagues and reducing costs.Delivery of an Enterprise Verint i360 Workforce Management platform across several sites within the UK.Awarded with contract extensions.

London, United Kingdom

Looking at the Workforce Optimisation Strategy for a Major subsidary of Swiss Re covering several sites across the UK as part of the Operational Excellence programme.Awarded with 3 extensions.

Twyford, Leicestershire

One of Leicestershire's largest community projects which aims to Celebrate the Queen's Diamond Jubilee throughout 2012 culminating at the Jubilee Weekend on 2nd - 4th June for several hundred guests earning the title "the No.1 Place to be" by thisisLeicestershire.co.uk. This involves - Fundraising and sponsorship from local businesses.- Event Management and Planning (Marquees and infrastructure)- Sales and Marketing- Leadership of a large group of volunteers- Commerically run but profits will be invested within the local community and charitiesNow we have declared a financial success, raising thousands of pounds for national charities such as Help for Heroes and our own Good Causes & Legacy Fund, our organisation is working with local groups to fund sustainable projects which will enhance the community they serve.Following recommendations by the Council we have now announced significant funding to Capital Projects within the locality from the Good Causes fund, such as:- Funding to the local Recreation Ground, to install power and a new gate. Also the Recreation Ground has recently been awarded Queen Elizabeth II Field Trust Status following the Jubilee Initiative.- The St Michaels All Angels Church roof appeal- Thorpe Village Hall - a new capital projectOur Jubilee Gifts Event will be on Saturday 17th November starting at 7:30pm, For more information please email me personally.Smaller awards to other local good causes will be made and announced on the night.

Coventry, United Kingdom

Working on the migration from a Nortel to Avaya platform for 1300 personnel across three major sites.

Edinburgh, United Kingdom

Requirement Gathering and DocumentationCustomer Experience ImprovementDesign of Web Forms and Capture Customer DetailsTelephony, IVR and Web Contact Channels

Reviewing the Telephony Infrastructure of the wider organisation. This originally was a two month assignment of which I was extended to take on a wider remit.Design and Deliver the Telephony Strategy for Midland Heart for their needs today and over the next 3-5 years.The Strategy will incompass:- Telephony Platform recommendation- Roll out the telephony platform across the entire Midland Heart estate encompassing over 200 sites.- Voice Recording- IVR and Self Service- Unified Communications to include Presence and Instant Messaging- Lone Working- Telecare for MHL tennants- MI and Reporting- Support and Maintenance- Training- Fixed/Mobile procurementPresent recommendations for future development, rationalisation and efficiencies to be made.Document and create the ITT documents for both the infrastructure and fixed/mobile projects in line with the EU procurement legislation for public organisations.Awarded with three extensions, this was a very interesting project working within a Public Sector Governance.

Telephony Transformation within the Arrears Improvement Programme

Business Studies, Information Technology And Chemistry

Business Studies And It