Russell White Email & Phone Number

Worthing, England, United Kingdom

Member of Senior Leadership TeamReporting to the Chief Growth Officer. To lead on the transformation and innovation of technical services, including but not limited to telephony strategy, communication channels, operational efficiency, IVR routing and approach, core technical/operational processes, data strategy and insights.Achievements:-mapping of CCaaS-redesign of IVRs-introduction of Code of Conduct-CSAT Survey implementation-consolidation of communication channels-CCaaS evaluation and exploration

Reporting to the Chief Growth Officer as part of the Leadership Team.To lead on the transformation and innovation of technical services, including but not limited to telephony strategy, communication channels, operational efficiency, IVR routing and approach, core technical/operational processes, data strategy and insights, within the customer service team.Accountable for ensuring that technical solutions (eg. Telephony) support Bluecrest's ability to meet agreed service level standards and deliver excellent customer service regardless of the medium through which customers choose to engage. – phone, email, chat, SMS, Whatsapp, letter etc. Also accountable for ensuring that key processes are fully documented, and understood so that they are handled effectively by the teams and in line with service level agreements. These service level agreements may differ depending on customer type and any specific contractual commitments to key strategic partners.

Worthing, England, United Kingdom

Bluecrest Wellness provide simple and effective Health Checks, recruited to report directly to the Finance Director and offer insight and recommendations for improvements around the business with specialism on the call centre and HR functions. • 80/20 Hybrid Role.• Internal Stakeholder Management through regular meetings.• Design and Production of MI reporting tools.• Analysis of MI and identifying potential improvements and issues and making recommendations accordingly.Achievements – • Identified compliance Risk and set immediate processes in place to prevent.• Recommended change in IVR routing which improved customer journey and connection rates (UK 4% & ROI 10%)• Improved and automated many internal reports.

Andover

Be Wiser Insurance is an Insurance Broker that provides the full contact centre function for many insurers in the UK. My official title was Assistant Director however this was a primarily a call centre management role within the outbound division ‘Wiser Connect’. Wiser Connect was the first point of contact for all Be Wiser outbound activity; Sales, Customer Services, Renewals.• Reports: 2 senior managers, 3 managers, 8 TLs, Approx 150 FTE across Andover & Swindon offices.• Ensuring KPIs are achieved in line with company budgets.• Stakeholder Management through regular performance presentations on KPI performance and SLA Adherence.• Analysis of MI and identifying potential issues and setting actions accordingly.• Communicating change to company and departmental processes.• Lead Support & Motivate conducting regular performance reviews of Call Centre Managers• Liaise with recruitment and ensure staffing volumes are maintained in line with business requirements.• Liaise with personnel team in related to escalated disciplinary issues.• Escalation point for service delivery issues.

Basingstoke

• Responsible for Call Centre Operations• Management and Development of the Call Centre• Introduction of Best Practise Procedures• Performance Management• Dialler Management and Strategic Contact StrategiesAchievements:-20% Productivity Increase over 3 Months-Automation of Performance Report - reduction in production time from 1 hour+ to 2 minutes-Data Strategy change to ensure records are called by attempt ensuring higher performing low attempt data contacted first.-Attempt Cap implemented-Coaching & Development plans & schedules introduced-Identified Compliance Risks and implemented change to process

Birmingham, United Kingdom

Please see description for previous Role as includes all these responsibilities. • Presentation to clients in Monthly & Quarterly Business reviews.• Responsible for Sizing and Scheduling of all outbound activities.• New Business pitching and presentation.• Responsible for Monthly Invoicing Calculations.Achievements:BTCM's - resulting in 12% uplift ongoing after 3 monthsAutomation of Performance reports - multiclientCreation of Dashboards (User Specific) - Available in realtime

Birmingham, United Kingdom

• Production of all Internal Reporting for Outbound Activity.• Data Segmentation and Best time to call modelling.• Dialler Management for all outbound activity nationally. • OFCOM compliance and DMA guidelines adherence.• Lead Support & Motivate conducting regular performance reviews of Data & Dialler Analysts & Administrators.• Set campaign specific dialling strategies to maximise performance.

Lgv, Lgv, Pass Lgv Class 1 License

Passed Practical Test LGV Class 1

Lgv - Theory, Hazard Perception & Cpc, Pass

Lgv - Health & Safety, Pass

Lgv - Warehousing Processes & Proceedures, Pass

Cert Cii