Martyn Casson Email and Phone Number

Dynamic and results driven Operations Manager with 20 years of experience in the Contact Centre industry, specifically general insurance, leading high performing teams and optimising customer service operations. Skilled in enhancing operational efficiencies and implementing customer-centric strategies to meet KPI’s and drive business growth. Proven results in process improvement and technology integration to deliver exceptional service whilst controlling costs. Strong leadership abilities with a focus on colleague development, performance management and creating a positive, high energy work environment. Adept in analysing data to identify opportunities, improve customer service, and reduce cost. Personal Qualities: • Forward thinking and analytical• Enthusiastic in the delivery of results through engaged people to ensure optimum performance• Strong problem-solving skills• Ability to create or develop a customer centric environment• A strong understanding of regulatory frameworks • Excellent stakeholder management• Strong negotiation and influencing skills• Commitment to continuous learningKey Achievements:• Operational project lead in outsourcing of c.350 administration processes from across six different operational teams, resulting in a cost benefit of c.1m• YOY cost benefit in both Webchat and Operational Support functions • Part of a leadership team that led the organisation winning Large Contact Centre of the year at both the European Contact Centre & Customer Services awards and Northeast Contact Centre Awards