Richard Anderson Email & Phone Number

Cape Town, WC, ZA

Birmingham, England, GB

- Senior Operational Leader for multi-site, domestic focused Sigma Connected SA, part of the award winning Sigma Connected Group;- Responsible for managing, developing, and implementing strategic plans to improve the operational efficiency and profitability of all cross functional campaigns for Sigma Connected SA; - Responsible for direction, management.

- Responsible for overall success of the organization and delivery against annual budget;- Led transition of team from telecommunications to BPO sector over a 2 year period;- Design and develop strategy for business improvement and growth;- Lead business in key decision making around expenditure, policies and process change;- Continually evaluate and.

IN

• Responsible for the direction, development and operational performance of all customer related activities and teams for SmartMobile, an on-biller and MVNO within the South African cellular industry;
• Have led cross-functional teams of up to 300 indirect reports, across sales, quality control, customer service, collections and supplier management within our own consumer business, as well as BPO;
• Strategic improvement of contact centre operational performance in cross functional environment;
• Provision of tactical leadership to my management team, in relation to business objectives, up-skilling and development of employees, improvement in process and efficiencies;
• Management of outsourced service providers, suppliers and partners;
• Responsible for business unit financial performance;

• Managed off-shore, outsourced client relationship on all sales, quality and compliance operations of up to 150 sales agents and 12 team managers;
• Influenced improvement in performance on FSA regulated insurance compliance, reduction of customer complaints and improvement of customer satisfaction scores via NPS;
• Responsible for communication of customer strategy, key customer values, fundamental rules and business vision;
• Supported outsourced Contact Centre Manager with the development and up-skilling of team managers and agents;
• Mentored, coached and trained outsourced Quality and Compliance Manager to sustained improvement in business performance;
• Achieved key objectives in relation to quality within 6 months of arriving on-site;

• Managed all customer, sales and operational activities at one of Scotland’s largest stores within Europe’s largest cellular retailer;
• Managed all relations with up to 15 team members, including motivation, performance management, absenteeism management, career growth plans, on-boarding and training;
• Responsible for managing P&L of store, delivery of high customer satisfaction scores via NPS, as well as motivating team to meet and exceed both financial and quality and stock control targets;
• Trained regional team of 200 management and store colleagues on Customer Journey sales process, relating to the exceptional delivery of sales customer service;
• Responsible for regional role within “People” team. Coordinated recruitment, FTE scheduling, absence management. Improved regional employee engagement scores of up to 200 management and store colleagues.
• Elected chairperson of Retail Employee Forum, representing 10,000 + employees across the UK

• Responsible for delivering excellent customer service standards;
• Recipient of 3 100% “Solve” scores;
• Merchandising of store, stock rotation and management;
• Quality and compliance procedures;
• Meet and exceed individual sales targets;
• Drove and motivated regional TalkTalk sales between May 2005 and September 2006.

Master'S Degree, International Business And Languages (French And Spanish)

High School, A-Levels