Senior Leadership with specific focus on strategic development, design and implementation to deliver on key business metrics through exemplary performance management and innovation with in-house teams. Autonomous in direct management and leadership of new lines of business, namely Web chat “Live Person” and Dealer Support Groups. I proactively develop and maintain strong relationships with strategic partners and stakeholders within the business. Other strengths include on-going management of major organisational change to transfer of undertakings regulations to ensure the continuity of excellence in delivery for our client organisation with major improvements in customer interactions and customer escalations through a dynamic centre of excellence; ensuring the delivery of top class service in contact centre solutions; and creating an exceptional, highly engaged work environment by ensuring all employees speak with one voice and are aligned to the company vision and values

My role entailed policy formulation, planning, resource control, task management and communication. Specifically, I managed a group of team leads across several lines of business and campaigns and was directly responsible for delivering Service Level Agreements (SLA) with clients, customer and stakeholders. Other subsidiary responsibilities included performance management, employee engagement initiatives and delivery of customer-focused services across multiple platforms.