With over 15 years experience in Customer Services, in-house, outsourced, people and change management I am a dynamic and proactive individual with a proven track record of delivering an efficient operation within agreed service levels. I am acknowledged for my ability to manage change and deliver results of branded contact centre services. Developed and delivered a high number of improved customer experiences that have transformed the customer journey on plan, to quality and on budget. I have worked from operational design and management, process and procedure, resource forecasting and planning, training, communications through to delivery and I am thoroughly motivated and energised by improving the customer experience and reducing customer effort to make every contact a value added experience. My strong leadership skills enable me to manage stakeholders effectively and create high performing internal and external teams. With a background in HR I have well established people skills and a detailed knowledge of competencies to drive performance.