Established a Resource Planning team for a fast-growing leadership and management training company, applying knowledge and experience to rapidly deliver improved results and increased employee engagement. Led operational team to centralise resource planning functions, creating improvements in planning process efficiency and accuracy that have in turn enabled targets to be met.

Head of the resource planning, service management and incident management teams for a 1000 seat multi-channel contact centre. Led a large team, providing resource planning, dialler management, data analysis, MI reporting and technical service management. Responsible for business ownership of applications and infrastructure used by operations, including management of business continuity. Managed multi-channel customer contact strategy, including outbound dialler. Experienced in managing risk and ensuring all activities are compliant with legislation.Led the team to maintain industry leading contact centre service levels through efficient capacity management of front line agent resources. Enabling service KPIs e.g. abandon rate, to be met whilst maintaining levels of agent engagement. Increased productivity through implementation of agent schedule adherence monitoring.Managed the relationship between Ops and Tech. Holding a high bar to performance of Tech support teams ensured system availability was maximised, consistently meeting availability SLA.

Technical and people leadership of the Voice technology team, providing maintenance and development of the voice infrastructure. Led a team of engineers to deliver change into the voice infrastructure at the same time as maintaining the service of existing applications. Excellent consultation and analytical skills, able to articulate technical information to a non-technical audience.Delivered large scale complex infrastructure and application projects across different locations and countries using both agile and waterfall delivery methodology.Implemented complete replacement of voice infrastructure and applications at value of £3M across multiple call centres, delivered on time and under budget. Migration to Cisco UCCE, Alvaria and NICE.Maintained high levels of platform availability and incident resolution.Strong understanding of application architectures and their dependencies on/integration with infrastructure services.

Worked for an IT service provider, delivered voice infrastructure support to a large financial services company. Managed a team of engineers providing ongoing support, resolving incidents and implementing changes. Primary on site contact for the AT&T Voice team and as such had responsibility for customer liaison and service management. Led the team to deliver complex changes to voice network systems. Directly managed team of 6 engineers consisting of permanent employees and contractors. Managed team to meet customer SLAs in incident & problem resolution, customer satisfaction and compliance.Represented the team in on-site customer conversations including performance reviews, and interfaced with off-site AT&T. management structure, providing team performance and customer satisfaction reports.

Supported the voice infrastructure and applications for the Capital One call centre. Technical SME for Cisco, Aspect, Avaya and NICE voice platforms.Responsible for delivering voice infrastructure and application changes.Designed and delivered innovative call routing solutions that demonstrably increased profits for Capital One.