A successful customer driven service and sales contact centre leader with over 20 years senior level experience managing multi-site 24x7 contact centres.A successful record of setting up and building high performing teams from ground up, transformational strategy definition and delivery through customer experience improvement and innovation, revenue growth, cost reduction and operational efficiencies within a variety of roles including inbound sales and service, outbound sales and account management.My strengths are:- Leadership and start-up of multi-site, inbound service and sales, outbound sales and account management operations.- Champion the customer and analyse customer insight and complaints to deliver transformational improvements in the customer experience through changes to processes and behaviours- People Focused and inclusive manager with a strong coaching ethic to deliver peak performance alongside development leading to above industry average engagement scores- Delivery of cost reduction and business efficiency through organisational redesign, process reengineering, and implementation of new contact methods- Ability to manage associated people impacts e.g. site closure, total labour cost reduction, working with HR and Union partners - Working in a highly regulated environment, ensuring behaviours and processes deliver to the required regulatory standards- Cross functional stakeholder engagement and influence, plus supplying relationship management with key business partners