Peter M. Email & Phone Number

Liverpool, GB

Global

Supporting global presence of Five9 with the new and existing product developments for optimal results and success of the customer journey across Voice, Social, text and AI driven media solutions.Using all my career experience to support both customer and Five9 colleagues, leveraging the power and performance of Five9 to the best outcome possible.

EMEA

With over 20 years experience using call centre software for ACD and Dialler delivery within many organisations, I now utilise this knowledge at Five9; giving 99.999%!

Liverpool, United Kingdom

Assisted with established or Implementing new solutions for Dialler, Inbound Telephony routing, Reporting or process mapping; always delivered a practical, efficient solution. With over 20 years experience across a plethora of Blue-chip organisations and an eye for detail, I worked with many companies to deliver the best solutions possible.Installations.

Malaga, Spain

Headhunted following a recommendation from a previous role. A 6 month contractor role to deliver the best possible dialling solution. Reporting to the Directors, managing the relationships between third party service providers and the operation. Following the very efficient and successful delivery of a Live Noble Systems Dialler Solution within just 12.

To Lead and Develop a team of Dialler and Real Time analysts to optimise dialler capability.A virtual team encompassing 25 analysts, tactically planning the optimisation of 4 sites, to maximise efficiency and enhance the customer voice channels.Taking the role a step further, I wrote the business case to enable funding of an enhanced multi-site dialler.

Sub-contracted performance improvement consultant brought over to South Africa to assist, recognise and present improvements to the 1000+ Durban based call centre.

Liverpool, England, United Kingdom

Working in the head office of the largest debt collection agency in Europe. Within this role I took the ‘blended’ business strategy forward, and introduced a multitude of improvements, including:-Instigated a complete restructure of the calling strategies-Deployed best time to call analysis-Created a dynamic resource model for Finance/Service sectors.

Stoke-on-Trent, England, United Kingdom

This role involved the high-level resource management of all performance centres within UK operations; and all outsource centres, including India and Egypt. Key responsibility to provide the business stakeholders with real-time up to date details of performance updates, and impact synopsis.

My daily duties were to ensure that right party contacts were maximised, idle times were at an acceptable level and that the abandonment rate was kept within the OFTEL/OFCOM regulations. Further to the role description, I implemented new Syntellate scripts for inbound sales, Pro-active Retention, and designed and implemented calling strategies pertinent to.

Crosby, England, United Kingdom

As the Dialler Co-ordinator I established effective and cohesive marketing campaigns whilst working in conjunction with multi skilled agents across an the outbound operation. Duties included:-Ensure optimum efficiency and effectiveness of the Predictive Dialler. -Utilise calling lists, ensuring weekly forecasts are achieved. -Seagate Crystal Reports to.

I started my working career in Littlewoods, working part-time at weekends whilst full-time in Colleage. I quickly moved on to assist the ACD team, which involved me running the inbound call flows for all 3 sites, at times being solely responsible for effective call distribution. I also assisted the QMAX application.