The amazing Team consists of underwriters, a training and change function an Admin & Telephony Team and a Financial Crime Team who act as 1 LOD against Fraud and Financial Crime.

Offering short and long term consultancy to businesses including Operations, Business Transformation, CX, Speech Analytics (product and operations) and Customer Outcomes.

Certified Scrum Product Owner - Responsible for Set Up, Strategy and Governance of the New Day Interaction Analytics programme which supports key projects and helps drive performance of the Company behind the Aqua, Marbles, Fluid and Amazon Credit Card and various retailer partners. Acting as an internal consultant to stakeholders, focus on Customer Experience, Regulatory Compliance, Commercial Performance and Associate Coaching.Activities have included:Design of Risk Related Reporting - Compliance and RegulatoryOperational Insight looking at Repeat Call Drivers, Customer Satisfaction, Agent Performance, Online usage driving calls, Persistent Debt and reaction to communications.In just 8 months the Team had made upwards of 50 recommendations to the business including:Improvements in training content both for on-boarding of new agents and refresher training for experienced agents.Recommendations for RPA, E-Servicing and IVR OptimisationContact Centre OptimisationCustomer Experience related process improvements to drive improved NES.I lead a Customer Experience Forum which consists of Stakeholders across the business. The output of these forums is fed into Operations, Training, Regulatory and Commercial.NewDay Gold Winner European Contact Centre Customer Service Awards for Best Use of Insight 2019NewDay Bronze Winner European Contact Centre Customer Service Awards Best Contact Centre - Large 2019NewDay Gold Winner European Contact Centre Customer Service Awards for Best Cross functional Customer Experience Initiative 2018NewDay Silver Winner European Contact Centre Customer Service Awards for Best Large Customer Service Team 2018NewDay Bronze Winner European Contact Centre Customer Service Awards for Best Customer Insight Initiative 2018

Working within the Customer Experience function, I manage the Interaction Analytics Programme for TalkTalk Group . This supports the Operational Excellence Programme aimed at improving the overall Customer Experience and Agent/Operational Performance. Acting as an internal consultant to stakeholders, I produced insight and recommendations with the help of speech and text based analytics. Each project is linked to key strategic goals for the group and is designed to enhance our ability to gain accurate, meaningful and actionable insight from 100% of our calls. Activities cover Sales/Service/Billing/Technical/Collections/Retentions in both B2B and B2C and are across a number of large Outsourcers in 4 countries. I was responsible for the initial set up and ran the technical project which brought the call media into the platform including engaging with both internal telephony teams and in house telco platform, and those owned and managed by Outsourced partners.Work to date has covered:Increased Sales Conversion.Increased Customer Retention. B2B and B2CImproved DPA procedures.Fraud investigations.Regulatory Compliance.Collections Customer Experience Collections and Recovery.Customer Service Customer Experience. B2B and B2CComplaints process and Agent Handling.Technical Support process and Customer Experience. B2B and B2CRepeat Callers.B2B and B2CMisdirected calls. B2B and B2CCompetitor analysis.Churn drivers. B2B and B2CI am also involved in the introduction of Speech Analytics to enhance and improve the coaching process using targeted call listeninng out of bespoke requirements agreed with the areas concerned. Specific operational areas include:Sales - driving increased conversionRetentions - driving increased customer retention. Saving company £8.2m per annumCustomer Service - Customer Satisfaction improvement and repeat complaint reduction.Increase of circa 10% in Customer Satisfaction in 1 year for Residential and B2B.

Management of a Department of internal and outsourced staff carrying out QA for TalkTalk residential. Looking essentially at Sales compliance, adherence to OFCOM general condition 24. Responsible for the performance of a number of outsourced partner agencies both onshore and offshore. Management of Business Improvement projects with Voice Analytics partners driving both Quality and value add initiatives throughout the whole business.• Re-engineered QA and Compliance reporting to drive internal and agency ownership.• Re-engineered OFCOM complaints root cause reporting to better identify key drivers. Complaints level now at lowest ever.• Introduced the benefits of voice analytics to sales agencies and internal departments throughout Talk Talk residential.• Managed upwards of 20 short term projects engaging key business stakeholders in voice analytics Business Improvement initiatives including improving sales conversion, AHT, call transfers and Complaints handling.• TTR have been nominated for an innovation award due to its use of Voice Analytics in the QA world – this is unusual and we are the only customer of our VA partner to be doing this at present.• Have hosted other company visits to show them how we utilise Voice Analytics in QA and Compliance.• Average QA score across all areas consistently above 97% (with some areas hitting 100%). Improved from 94% in Jan/Feb.• Average Mis-sells across all areas consistently below 2% - reduced from 7% in Jan/Feb.• Introduced the Voice Analytics tool into our biggest agency and QA now consistently above 98%.

Management of contact centre of customer facing staff providing Customer Service and Contracts management services to Solar power operation based in Cheshire.

I managed an inbound/outbound customer support operation consisting of circa 45 staff, servicing customers of Moben Kitchens, Kitchens Direct and Dolphin Bathrooms. There were a number of different functions within the call centre including installations, customer service, warranty, complaints handling and a small sales team.My Team worked with and supported a field based Team of Installation engineers and Project Managers - there are circa 30 project managers and upwards of 400 installers.I was a member of the executive 'customer first' Team, which manages, oversees and reviews customer experience strategies, process improvements and business change. I managed the complaints process including executive director and Ombudsman referrals.I focussed on a number of change initiatives aimed at achieving leaner, more customer - focussed internal processes. These included internal communication and customer ownership.Following a review of the drivers behind inbound calls and initiatives introduced out of this review, I achieved a reduction in abandonment rate from 18% plus to sub 10% in a 4 week period and a reduction in inbound calls from over 4700 to sub 2700 within a 2 month period.I held budgetary responsibility in excess of £1m. Introduced bonus incentives relating to performance and levels of service.Developed an induction programme for new starters which ensures best possible grounding for their work in a high pressure, high volume contact centre.I lead a project across operations with a view to introducing a consistent approach to objective setting and 1:1 reviews, and also lead a review of processes and our management of them which is intended to lead into an application for ISO9000 status.April 2009 to Aug 2009 - took time out from

My time at Tiscali was spent working with the Provisioning Team. I set up and managed a Team of up to 55 staff, who were extremely technically knowledgeable. Having experienced 2 aquisitions to ultimately become a Tiscali employee, I have extensive change management experience, project involvement and I was a business stakeholder.I have played major roles in 5 customer base migrations, moving circa 1 million customers from one CRM to another.Following a strategic review,Tiscali decided that the Northern operations would play no further part in the future of the company, and it was decided to close its operations in Didsbury, Manchester, with the loss of 650 jobs.I was asked to remain as a part of a small Team of tecnical experts to oversee the winding down of the Operations (the first of the redundancies taking place in August 2008), and to assist with 3 customer base migrations, together with a few side projects.This came to an end in March.As a testiment to the quality of the staff I have worked with on my Team, 95% of them have already found new roles with another Telecoms company in Manchester.My achievements include:A period of extremely successful people development, which resulted in a large number of staff achieving promotion either within the department, or in another department within Tiscali/Pipex. Playing a large part in some very successful customer base migrations, and being asked to remain in the company as one of the last of the North West staff to leave.Building a Team of staff who were respected throughout the company for their knowledge and integrity.

At GHL I managed a large Department of mortgage underwriters with lending authority up to £1m, and the company worked as a BPO for Barclays Bank. The Centre I worked at was a large contact centre, seating almost 1200 employees.The work involved receiving mortgage applications from Bank branches, or independent financial advisors, assessing applicant suitability and where appropriate approving the lending and processing the mortgage through to completion. Clients included Premiership footballers and celebrities.I was directly responsible for around 150 staff, but often managed up to 300 in the absence of fellow managers.My achievements at GHL include :A successful extensive change programme involving people and culture change following TUPE and systems and process changes, including a significant project which I was involved in, and which was ultimately presented to the board of directors.A successful recovery of SLA in an extremely short timescale, resulting in my saving the company circa £750k of penalties for that month.

After Sales Service. 22-seater contact centre dealing with customer issues with appliances - arranging engineer visits and replacement of goods, where applicable.

Over 16 years in retail Banking starting as Office Junior and ending with me running a B2C branch in Stockport and finally moving into Business Banking financing Assets of up to £5m.