Consultant for SME businesses aiding profitability through restructuring, improving productivity and creating engaged teams.

Responsible for all Thomas Sanderson Contact Centre Operations includingCustomer ServicesLead Generation - Inbound/OutboundDirect SellingContracts AdministrationTechnical Support

Responsible for the day to day running of a 65 FTE Contact Centre which encompasses both Inbound and Outbound calls. My roles and responsibilities also encompass the management ofContact Centre RecruitmentContact Centre TrainingContact Centre EngagementDialler StrategyData ManagementChannel DevelopmentQuality AssuranceI have also been selected by the business to become a part of a team geared towards driving effective change management across the business.

I currently am heading up two campaigns for Serco. These campaigns are customer service based and I am managing a team of 4 Team Managers, 2 support staff and 50+ advisors. I reduced cost per call by 50% in under a month, improved Customer Service levels by 7% and our KPIs to target are in the strongest position they have ever been in. I have also led the team to the strongest Sales Through Service performance across the entire client estate. I have also successfully developed advisors through to management positions within the company. I also created and developed a Graduation Bay process to reduce the levels of attrition and improve service levels within the first 4 weeks of tenure. I directly liaise with our client and have effectively delivered presentations and development plans to ensure our common goal is consistently delivered.