Roy Smith Email & Phone Number

I have nearly 20 years’ experience in contact centres in a variety of roles including Call Centre Manager, Outbound and Inbound Telephony Script Development and Campaign and Client Management.I have been exposed to the full spectrum of contact mediums including Inbound and Outbound telephony, Email Management, SMS and Voice, Digital contact such as Webchat and Social Media interactions.I have worked closely with senior and non-senior levels. These include: operations, marketing, legal, compliance, merchandising, information management, e-commerce, training, logistics, project management and IT.I have a good understanding of business practises and industry standards.I work closely with outside service providers including Eptica, VoiceSage, Aspect and Sales Force.I have a wealth of experience with Outbound Diallers (Milita, Aspect, and Rostrum), Script navigation and account processing tools such as Snap, LYRICall and Rosturm file editor. I’m well versed in UAT practises, project delivery principles and Agile methodology. I have sound knowledge and experience of HTML , JAVAScript & Visual Basic.

Listed skills include Business Process Improvement, Contact Centers, Stakeholder Management, Change Management, and 21 others.