Peter Venn Email & Phone Number

Worldwide

Recent projects include implementation of a customer support system into 120 worldwide destinations, project management of a multi-client tech refresh and office refurbishment, Project Management of a new UK bank start-up and L&D support for a major telecom start-up in India. Now operating with a range of clients in the UK.Since early 2020, I have dedicated most of my time to pro bono work assisting in the set-up of a new global learning organisation. Now launched in South Africa… Show more Recent projects include implementation of a customer support system into 120 worldwide destinations, project management of a multi-client tech refresh and office refurbishment, Project Management of a new UK bank start-up and L&D support for a major telecom start-up in India. Now operating with a range of clients in the UK.Since early 2020, I have dedicated most of my time to pro bono work assisting in the set-up of a new global learning organisation. Now launched in South Africa through the Contact Centre Management Group, with India following closely then UK, this is a new concept company leveraging technology and a global community of learning specialists, with access to free learning in customer service (communication and sales) and leadership skills. I have also served as a Council member for the Contact Centre Management Group of South Africa (https://www.ccmg.org.za/) Show less

I worked on a variety of projects through Obrar, including:• Development and delivery of a blended training solution for the rollout of a global CRM system for a major telecom provider• Delivery of quality and performance improvement initiatives for a blue-chip telecom operator.

Uk And Worldwide

Develop Life is a consultancy that specialises in:• Contact Centre Training and Development• Project and Change Management• Knowledge Management and e-learning systems• Business Process Outsourcing. We operate in sectors that includes • Telecoms• Automotive• Construction• Utilities• Financial Services• Distribution• Travel• Public Sector.Recent work has taken us to India, the Philippines, South Africa, Europe and the USA, and one… Show more Develop Life is a consultancy that specialises in:• Contact Centre Training and Development• Project and Change Management• Knowledge Management and e-learning systems• Business Process Outsourcing. We operate in sectors that includes • Telecoms• Automotive• Construction• Utilities• Financial Services• Distribution• Travel• Public Sector.Recent work has taken us to India, the Philippines, South Africa, Europe and the USA, and one of our key differentiators is our ability to create strong cultural links between UK clients and their customers, and their offshore Service Delivery Partners.Clients include EE, thetrainline, Westminster City Council, TalkTalk, Royal Mail, RBS, Firstsource and City of London Corporation. Show less

Gurgaon, Mumbai And Pune, India, Plus Manila And Cape Town

The role involved the development of the client's offshore partner's training (content and delivery) skill. During a period of great change, the role was also around helping the service partners to anticipate and plan for change.The scope of the role affected around the service delivery by around 2,500 contact centre agents, where customer satisfaction, quality, accuracy and compliance were absolutely critical to operational success

Teesside

Project Management of the implementation stream for a major service migration from an in-house operation of global bank to an offshore service partner in Manila.Factors involved in the successful delivery of this project included:• TUPE of 750 staff from the bank to the outsourcing partner• Set up of two operating sites, one in the UK and one in Manila• Significant training requirement (up to 17 Manila trainers on-site at the bank) • 25 discreet functional workstreams… Show more Project Management of the implementation stream for a major service migration from an in-house operation of global bank to an offshore service partner in Manila.Factors involved in the successful delivery of this project included:• TUPE of 750 staff from the bank to the outsourcing partner• Set up of two operating sites, one in the UK and one in Manila• Significant training requirement (up to 17 Manila trainers on-site at the bank) • 25 discreet functional workstreams successfully migrated to the service partner operation. Show less

Various Uk Sites Plus India And South Africa

TalkTalk developed a new global CRM (Customer Relationship Management) system. During the development of this system, Peter was brought in to assess the training requirement in-house and in the offshore service partner sites.Peter developed, then deployed, an innovative system of short training sessions (around 120 in all), that could be delivered in a number of different ways (e.g. face to face, kiosk style, on-line) to a guaranteed level of consistency.Built into the solution… Show more TalkTalk developed a new global CRM (Customer Relationship Management) system. During the development of this system, Peter was brought in to assess the training requirement in-house and in the offshore service partner sites.Peter developed, then deployed, an innovative system of short training sessions (around 120 in all), that could be delivered in a number of different ways (e.g. face to face, kiosk style, on-line) to a guaranteed level of consistency.Built into the solution was a robust version-control that ensured that all materials were current, up to date and signed off by the business.e-learning was, at that time, a novel idea for TallkTalk and, through Peter’s time on this project, Peter was able to transfer the skills needed to develop online and e-learning training solutions in the enterprise.In all, around 13,000 contact centre agents and team leaders took part in the training that Peter developed. Show less

I was responsible for the customer experience, and sales of £400 Million per annum through a 450 seat centre in the East Midlands.

Education record

Education record