Lisa Brumwell Email & Phone Number

Manchester, England, United Kingdom

• Created and executed the operational strategy to support ambitious growth plans• Led a dynamic and agile workforce through a substantial period of change• Developed and delivered operational efficiencies to deliver 20% savings on operating costs• Accountable to the company Board, providing assurance on compliance and good governance in a highly regulated business• Through strong leadership developed an empowered workforce capable of providing high levels of service in a sector transitioning to a digital environment• Built strong customer centred procedures and policies with a focus on positive customer outcomesCreated a proactive and preventive set of services aimed at using data to develop support pathways to enable customers to remain independent.Project lead for integration and creation of a combined quality service providing leadership and direction for over 50 colleagues.

• Restructured the operational management team to provide more focused direction and accountability • Led a change in culture with emphasis on embracing company values measured through ESAT pulse surveys • Led the operation through the pandemic providing strong leadership to support colleagues with home working and am part of the wider company Business Continuity team • Developed a culture of continuous improvement and identified opportunities to streamline the operation and deliver against VFM targets• Created more streamlined processes within the private payer market and developed the use of Salesforce CRM and have played a significant part in the development of the new web site and e commerce shop• Sought out the opportunity and developed the concept to implement new services and potential revenue stream through work with partner agencies in health • Developed the operational hybrid model through establishing best practice outside of the sector with full implementation due in Q1 2021/22

Poynton, Cheshire, United Kingdom

Altrincham

Identified new marketing opportunities, created new service propositions, and achieved sales growth rate of 20%+ per year to increase market share to 45%.▪ Created and implemented a 3 - year strategic plan for penetrating the social housing sector▪ Established office and field based teams of sales, telemarketing and business development managers and supporting process and procedures▪ Achieved ambitious sales goals both in existing accounts and in newbusiness▪ Delivered service KPIs and identified and implemented value adding enhancements▪ Met budget, profit and financial / DSO targets▪ Coached and developed team members in sales cycle and customer service techniques.▪ Received industry recognition including Housing Excellence Award 2014▪ Achieved highest employee engagement results within the business▪ Created and implemented student sponsorship programme▪ Established tender team to bid for public sector contracts

Altrincham

Managed multi skilled service and sales team providing internal IT and business support as well as inbound and outbound telephone sales and telemarketing▪ Managed and motivated 5 direct reports and 30 indirect FTE to deliver against targets▪ Created a world class customer experience culture and developed and led training courses to support▪ Managed IT and process improvement projects to provide telephone, CRM and customer satisfaction tools and techniques to the call centre▪ Led and facilitated cross functional process improvement workshops

Manchester, United Kingdom

Managed and facilitated IT and telephony equipment upgrades and process improvement initiatives and workshops across 4 call centres sites with 100+ seats▪ Directed and project managed the installation of improved software and office relocations▪ Created, implemented and tested national contingency plans

Manchester, United Kingdom

Managed multi skilled call centre with 4 direct and 40 indirect reports to provide customer service, telephone sales and credit control function▪ Delivered against sales, service and financial / DSO targets▪ Identified and implemented enhancements to service and process. Removed duplication. improved service and secured significant cost reductions▪ Managed change process to form one multi skilled team from 3 separate departments

Education record

Education record