Rhona Freeman Email & Phone Number

Portsmouth, England, United Kingdom

London Area, United Kingdom

London Area, United Kingdom

London, England, United Kingdom

London, England, United Kingdom

Various London

Initially bought in as a Contract Manager for MCPS but have become a floating Manager to support the embedding of new contracts into the newly formed department. Managing KPI's and SLA's and ensuring governance documentation is in place. Conducting and training colleagues on contract auditing processes. Attending performance meetings and implementing continuations improvements as and when possible.On an end note I feel privileged to work in a fully supported role and I'm currently not only being cross trained on all contracts but also being put through the IACCM qualification, so refreshing to work for a company who invests in their work force to make them the best they can be. This is the way forward.

Reading, United Kingdom

Providing leadership and marketing planning to Landlord TAP steering group and representing Thames Water at Landlord TAP board meetings. Responsible for building and maintaining relationships with all stakeholders. Visiting water companies in England and Wales to present and promote best practice for promotion and engaging staff and customers in the Landlord TAP proposition and support relationship management. Seconded to the Homeserve account for 4 months, picking up on lapsed processes, initiating weekly performance meetings and implementing specific Landlord policies which is creating an additional revenue stream.• Utilises collaboration skills cross internal departments and water companies in England and Wales• Frequently represents the Thames Water brand at landlord and invesment events• Developed markeing strategy for both Landlord TAP and segments of Thames Water • Creation and delivery of marketing and employee advacacy plan• Representitive as Landlord TAP ‘Voice of the Industry’ for the move home sector at Landlord forums• Financial monitoring of Local Authoriy and housing Association landlords• Implementation of KPI’s for marketing initiatives and monthy monitoringNotable Achievements:• Engaged previously static water companies into Landlord TAP initiatives• Increased Landlord TAP usage by 30%• Invited to be Landlord TAP board lieason

Gravesend

Duties:• Providing supervision, leadership and motivation to employees in order to maintain performance and achieve set targets and KPIs.• Recruiting new team members as well as monitoring staff training requirements on an ongoing basis to ensure optimum team performance. Includes interviewing and reviewing CVs.• Ensuring the provision of adequate training making sure training sessions are engaging, interactive and geared towards the fundamentals of the business.• Facilitating and delivering workshops on telesales best practice and also to update staff on changes in legislation.• Co-ordinating and developing Live Chat as well as taking ownership of follow up templates delivered by Live Chat, email, SMS and post.• Consistently monitoring progress of contact centre operations before looking at ways to achieve best practice.• Producing forecasts of the operation to give a breakdown of performance before advising senior management of any actions that need to be taken.• Identifying efficiencies and cost savings across the contact centre achieving buy in from management team and contract management.Achievements:• Identified an outsourced supplier resulting in cost savings of 30% per month.• Introduced outsourced agents from the Philippines that subsequently supported rapid business growth.• Recognised for increasing property listings from 5 to 70 per month.• Identified and improved poor working practices and suggested more effective practices to senior management including a call monitoring score card, which was implemented.

London Based

Duties:• Accountability for the day to day operations of the department including achieving sales targets and KPIs against a £2.7 Million yearly telemarketing budget.• Recognised as the focal point for any escalations from the Acquisition and Customer Services department regarding outsourced telemarketing agencies.• Liaising with outsourced partners with between 150 and 300 FTE and striving to build excellent relationships with the aim of improving the proposition of the company within the market. • Micromanaging telemarketing agencies as well as the internal Marketing department and Customer Services centre. Relationship and contract management.• Executing various customer experience initiatives including creating NPS, 1st call resolution scores as well as CSAT surveys.• Utilising several platforms to deliver marketing communication activities including print, one off events, Websites, Intranets, email, mobile as well as social media.Achievements:• Delivered numerous cost-saving measures that resulted in an improvement of ROI of 25%.• Improved Quality Assurance level from 83% to 94% by implementing more efficient processes.• Rejuvenated the department from silo to collaborative and oversaw the roll out of 1st call resolution and NPS.• Personally selected to be a member of the Which? social committee and also Investigating team based on knowledge, performance and aptitude.

Bucks

Responsible for incentive and loyalty creation across the IHG corporate bookings platform for EMEA.

Northampton, United Kingdom

• Responsible for a £12 Million annual direct mail acquisition budget as well as ensuring that business controls are maintained regarding the direct mail process.• Executing recruitment strategies for consumer segments and integrating these into direct mail channels.• Strategising bespoke solutions to promote acquisitions and implement business plans. • Engaging with business stakeholders to support them in defining shape the Direct Marketing strategy.

Cambridgeshire

Duties:• Creating effective post-marketing and CRM strategies through close interaction with Brand Management.• Leading the execution and performance of marketing campaigns to support company sales teams.• Managing and developing 230+ staff including an Office Manager, 7 Supervisors and 7 supervisors and 230 remote telesales team.

Neath

Duties:• Providing consultancy, knowledge, direction, business planning, strategy, tendering and account management to a new business start up.• Managing the Marketing Mix, creating Marketing operations and managing 300 telesales staff and 10 office staff.

Trevor is a great guy and I had many unusual but good experiences at Datapro

Ran credit card billing and operator supply to call centre related services

Copyright Law In The Music Business, Pass

Purchasing, Procurement/Acquisitions And Contracts Management, Pass

Activities and Societies: WCC Member. Certificate number 270820010

Level 7 Diploma In Strategic Management And Leadership, Tba

Master Of Business Administration - Mba

year 1

Post Grad, Marketing Higher Level

Activities and Societies: Member of Chartered Institute of Marketing studying for Chartered Marketer Status

Yes, Business, 2:1

BA Hons Business Studies

Hnc, Business Administration And Management, General, Pass