Bpo Search is the umbrella company for various consultancy projects I have been engaged in.Recent projects include Go to Market strategy review for Bpo's, LinkedIn Marketing strategy, Sales & Marketing, Recruitment, Artificial Intelligence & Agent Assistance tools. Locations have included the United States, Caribbean, United Kingdom, Philippines, India and Africa.

• Delivered headcount growth of more than 4,000fte with 3,000 more in pipeline from won business.• The team won more than 25 new logos in 2022.• Identified, targeted and relationship developed with further 50 logos. • Sold first international clients into Ethiopia & Kenya, supporting geo growth to more than 3,500fte.• Own and manage the Bid Management team.• Own and manage the Sales & Marketing team. • Creation of marketing content to support existing and new business development. • Design the Client delivery Operating Model to ensure exceptional Customer Management.• Attract Global top talent to deliver a best-in-class Senior Leadership Team • Personally hunted & won accounts in e-commerce, retail, financial services, content moderation, retail/fast commerce (home delivery) with a combined headcount more than 1,500fte

Objective: To define, build and lead the 1,200 fte in the US Business Unit for South Africa’s largest BPO. Supporting 5 US clients with sales, service, digital chat & technical support whilst overachieving against client & internal KPI’s.Responsibilities and achievements: • Work with EXCO colleagues to deliver the business plan and budget • Doubled headcount to more than 2,500 through Operational excellence and client satisfaction• Design and create an amazing people culture • Attract Global top talent to deliver a best-in-class Senior Leadership Team • Design the Client delivery Operating Model to ensure exceptional Customer Management • Deliver exceptional Customer Management to C suite Executives to deliver sustainable growth • Design and implement the Operating Rhythm for the Contact Centre Management Team • Review and test changes in the Business Enablement functions to improve employee engagement • Renegotiated commercial terms to increase profitability• Won 3 New Clients • Exceeded budget expectations. Revenue in 2020 was double that of 2018.

Part of the Senior Leadership team that successfully launched Virgin Mobile UAE- Source technical solutions to provide the best in class digital service - Document CRM requirements & oversee technical delivery- Oversee design & build of the contact centre in new offices- Source, design and implementation of telephony systems – Cisco inbound/outbound/IVR- Source, design and own Voice of the Customer (NPS) program & source management team- Source, design and implementation of Social Media strategy & tools- Source, design and implementation of In-App messenger platform & Bot strategy- Build & delivery of Outbound revenue campaigns- Design online self-care program- Design of first 90 days customer notifications and contact strategy- Build of Care BI & GA reporting - Recruit the Digital Customer Service team at all levels - Operational ownership of Service KPI’s - Delivered Customer Care team CSAT score >70Awarded ‘Outstanding Customer Service Award’ in December 2017 by Comms Mea

Founded CallCentreSearch which grew to be Linkedin’s largest networking group for Contact Centre Professionals, with over 100,000 membersGroup now owned & managed by IQPC.

Objective: Reporting to the Chief Commercial Officer to support his team working with EE, TMUK, OUK & Orange Home Broadband to develop & deliver a new Cross Sell channel to be larger than EE's biggest Indirect partnership (Carphone warehouse).Responsibilities & achievements:- Delivered £250,000,000 in incremental revenues- Multichannel marketing cross-sell strategy design - delivering in excess of 80,000 monthly incremental postpay sales- Reduced CPA by 30% against indirect Channels- Strategically re-balanced Indirect/direct sales performance - Build of external multi-vendor outbound telesales channel delivering 22,000 monthly sales, exceeding volume, value & revenue targets- Sales from service methodology design, build & delivery - significant cost per sale reduction of (90%), delivering 15,000 monthly sales at 10% presentation rate with high NPS - Built Customer Service sales transfer quality processes with standardized verification and validation processes- Sales from service programme covered 20 sites on 4 continents achieving local business objectives whilst supporting overall Exec Board Objective - Introduction of a standardised loyalty & retention additional line strategy across multiple sites & geographies (achieving 10% attachment rate & 13,000 monthly sales)- Set up partnership agreements with press & publications to generate ‘competition data’ to support the build & growth of a prospect database- Delivered multi-channel marketing campaigns for ‘broken customer journeys’ such as web abandoned baskets, coverage checks, and pro-active customer retention- Design & Build of Customer Contact strategy to drive NPS and Cross Sell performance- Pega Systems expansion across multiple channels – Service, Facebook, IVR & Live Person- Development of multi-channel customer contact strategy to increase monthly sales contribution, whilst ensuring customer marketing opt-outs remained stable via contact relevance

Strategy development & operational ownership of the delivery of Outbound Mobile sales to the Virgin Media customer base from off-shore vendors. Outputs delivered:- Set out framework to deliver consistent outbound performance- Significant increase in net sales- Significant increase in MRC- Aligned calling activity with company goals resulting in a reversal of sales mix - Developed commercial arrangement to align with VM goals- Introduced new advisor/team leader KPI's - New MI reporting suite introduced and standardized across multiple vendors and LOB's

Objectives: - Manage 300fte cross-selling products to the customer base from the H3G captive site in India. Improve performance by developing and deploying an integrated rotational data strategy, whilst identifying and improving process weakness & saving money.- Manage 200fte in Scotland to exceed the sales & growth targets at the internal Glasgow call centre. Responsibilities & achievements:India• Managed inbound CCM, OM's & 250 sales fte • Increased inbound monthly sales volume by 70% • Lead Project Manager for Sales through Service programme• Designed programme solution for 7,000 fte across 2 sites in India• Increased inbound call volumes by 60% • Increased company sales volume by 15%• Senior Manager for internal consultation process • Built zero vacancy model, reducing staffing gaps & Call Abandonment rate Scotland• Increased highest ever single sales day by 80%• Increased monthly SPAPD by 80%• Managed inbound CCM, OM's & 300 sales fte• Removed poor credit data from calling file to increase data performance (15% improvement)• Implemented new coverage check to bi-monthly data supply to remove declined sales (10% improvement)• Implemented data rotation process releasing 35% more data for calling• Identified poor calling hours and changed shift pattern to increase weekly sales by 20%.• Identified solution to remove ACD/Trunk capacity issue giving short to medium term opportunity to double headcount and save £* per month • Improved agent commission plans to drive the correct behaviours (agents achieving commission rose from 23% to 61% of the agent population)• Quarterly on-site review of Mumbai operations

Objective: To win new clients for South Africa's largest outsourcers via new Business Hunting - Delivered £2,000,000+ of new business in 2009 - New clients had previously never off shored to South Africa- Won new business from UK Mobile, UK Utilities & UK Media markets- Managed RFI/RFP/ITT process through to contract wins- Account Managed New Business to achieve growth to over 300 fte- All campaigns are still operational- Promoted South Africa as an outsourcing destination - Developed partnership with SA-DTI - Built prospect database of over 3,000 contacts- Only UK Employee

Objective: To build a sales channel delivering high volume low spend customer from the SME sector. Deliver sales volume within budget, inside compliance targets, provide visible leadership and achieve 100,000 new customers. Responsibilities & achievements:• Designed strategy for external sales channel• Achieved billing base in excess of 100,000 customers• Member of the OPAL Senior Management Team• Recruited a telesales team in excess of 250 FTE• Closed London sales team to recruit and build Preston internal sales team of 50 agents to cover sales, retention and web chat. • Recruited and managed 3 Account Managers and 1 Internal Call Centre Manager• Developed strong working relationships with 3rd party partner Managing Directors to assess sales performance and market trends for all OPAL products and to determine appropriate adjustments to 3rd party resource deployment plans to meet or exceed the company’s overall objectives• Built effective, reliable & contractual relationships with key internal department heads• Designed and built lead generation scheme from Opal website to internal telesales team• Wrote and developed the company data and prospect strategy and built key relationships with third party vendors. • Formalised external relationships via development and implementation of legal contracts that worked for both parties • Developed a channel trainer and training strategy based on NLP• Developed and implemented MI that is now used across the Carphone Warehouse business• Managed the compliance team and developed strategy with UKGC/OFCOM to increase customer tenure and satisfaction• Delivered 100% Direct Debit customer adds with twice the RPU of purchased bases• Consistently exceeded revenue target against budget• Managed transformation change of internal/external relationships to deliver lowest ever pre-live loss for 3rd parties and the CPW business• Constant refinement of all processes to drive better performance and lower costs

Over performance against both aggressive sales volume and quality targets.