I was the commercial lead on a number of key IT projects including Vodafone SAP worldwide deployment, SEPA projects and the Amdocs Shared Service Center during which I delivered substantial savings to the business.I was able to cultivate fruitful relationships with key stakeholders and suppliers associated with these projects.

I established an offshore outsourcing operation from inception to deal with a new service to deliver premium TV content to Virgin Media customers.I managed relationships with Accenture, VM and channels such as ESPN and renegotiated carriage agreements including channel re-branding and new channel launch for existing content providers while also introducing the new channel ‘Cinemoi’, handling all aspects related to start up including contract negotiations, marketing and account… Show more I established an offshore outsourcing operation from inception to deal with a new service to deliver premium TV content to Virgin Media customers.I managed relationships with Accenture, VM and channels such as ESPN and renegotiated carriage agreements including channel re-branding and new channel launch for existing content providers while also introducing the new channel ‘Cinemoi’, handling all aspects related to start up including contract negotiations, marketing and account management. I synergistically worked with the retail, call centre, web and face to face sales points to ensure products were being properly promoted and targets were achieved Show less

I streamlined support and diagnostic services to deliver annual savings of £250,000 by reducing engineer call out time via the introduction of improved contact center diagnostic procedures, customer service levels and the ongoing management of contact center performance.My accountabilities included the services provided by contracted partners, representing Sky Broadband and two projects aimed at identifying and rectifying the cause of order rejection. I played a pivotal role in… Show more I streamlined support and diagnostic services to deliver annual savings of £250,000 by reducing engineer call out time via the introduction of improved contact center diagnostic procedures, customer service levels and the ongoing management of contact center performance.My accountabilities included the services provided by contracted partners, representing Sky Broadband and two projects aimed at identifying and rectifying the cause of order rejection. I played a pivotal role in the resolution of systematic technical and provisioning issues impacting broadband and telephone services. Show less

I was able to accurately forecast call volume, full time employee requirements and set up a fully working call center from inception to delivery all within 12 weeks. The project was successfully delivered and 40% under agreed budget.

Facilitating the continual delivery of services and effectively managing the cultural impact of a major organisational change period including resolving associated issuesDesigning and managing a project to improve the existing one-to-one, bonus and quality systems within the call centre resulting in increased sales and service levels Significantly increasing efficiency and achieving operational budgets through the implementation of new ideas, recommendations and processes… Show more Facilitating the continual delivery of services and effectively managing the cultural impact of a major organisational change period including resolving associated issuesDesigning and managing a project to improve the existing one-to-one, bonus and quality systems within the call centre resulting in increased sales and service levels Significantly increasing efficiency and achieving operational budgets through the implementation of new ideas, recommendations and processes Driving the team forward to the achievement of additional revenues of £65,000 a month having effectively motivating the teams towards the achievement of stretching sales targets Encouraging communication across all sites and with outsource partners to deliver benefits to the customers Show less

Playing a pivotal role in ensuring that the highest standards of customer service are delivered by all Advisors and Managers working on the project Building positive relationships with Vodafone and Cisco with involvement in short-term plans and long-term strategies at operational and board levelAnalysing MIS and KPI reports, identifying areas for improvement and initiating appropriate action accordinglyCoordinating the activities of 325 members of staff across 2 sites… Show more Playing a pivotal role in ensuring that the highest standards of customer service are delivered by all Advisors and Managers working on the project Building positive relationships with Vodafone and Cisco with involvement in short-term plans and long-term strategies at operational and board levelAnalysing MIS and KPI reports, identifying areas for improvement and initiating appropriate action accordinglyCoordinating the activities of 325 members of staff across 2 sites and supporting them with the achievement of sales and revenue targets whilst maintaining awareness of budgetary constraintsEnsuring the effective and efficient utilisation of resources including planning the increase in FTE on the Vodafone contract from 250 to 450 to cope with Christmas demand Actively encouraging the use of call centre technology to improve efficiency and maintain high service standards Successfully delivering all sales and service targets whilst ensuring adherence to cultural and core values Show less

Effectively managing a team of 9 Sales Managers and 108 Sales Executives with responsibility for ensuring their adherence to best practice standardsPeriodically reviewing overall site performance and identifying and maximising opportunities to increase productivityProject managing an organisational restructure resulting directly in a significant cost reductionCoordinating the expansion of an operational site and leading the associated recruitment and selection process… Show more Effectively managing a team of 9 Sales Managers and 108 Sales Executives with responsibility for ensuring their adherence to best practice standardsPeriodically reviewing overall site performance and identifying and maximising opportunities to increase productivityProject managing an organisational restructure resulting directly in a significant cost reductionCoordinating the expansion of an operational site and leading the associated recruitment and selection process Actively enhancing commercial awareness and understanding of target achievement resulting directly in increased site revenue Substantially improving knowledge and skills across the centre through the implementation of a coaching and development programmes Encouraging all members of the team to take full ownership of customer complaints enabling a significant increase in customer satisfaction Show less