Tony Rinaldi Mcicm, Dipdm Email & Phone Number

United Kingdom

I specialise in creating effective strategies for business and operational changes, both offshore and onshore. I inspire teams to excel in various areas, including cost reduction, capability development, and business optimisation. My approach involves finding creative solutions, continuously improving, and staying adaptable, whether building new processes.

United Kingdom

I help Ukrainian students build confidence and fluency in English through personalised lessons that address their individual needs. My lessons cover grammar, vocabulary, pronunciation, conversation, and cross-cultural communication.

As the Trustee responsible for Digital Marketing my role is to develop our communications, social media and engagement strategy across all channels to increase our profile and reach and, attract new funding sources.

Preston, Warrington, Liverpool & Cardiff

Led a team of 2000 plus colleagues. Together we managed a portfolio of 7 clients from a wide range of industries including Motor Finance, Travel, Leisure, Retail and Telecoms. Responsible for the delivery and development of service across the client/customer lifecycle delivered in Voice, Web Chat, Social Media and Back Office. Successfully Introduced new.

Leeds, Liverpool & Cardiff

Accountable for the strategic, commercial and operational client relationships across Retail, Beverage, Hospitality, Broadband, Telecoms, Trade and Consumer Finance.Management of operational teams across multiple sites working in different contact channels Successfully delivered three contract renewals generating £71m revenue over 5 yearsOwner of the.

Leeds, Rotherham & Cape Town

Responsible for the O2 Consumer segment in the UK and South Africa that included General Enquiries, First / Second Line Support, Complaint Resolution and Returns and Repairs. 1600 FTE and 14m calls handled PA.Operational lead for a transformation programme designed to achieve significant improvements in call reduction, efficiencies and customer.

Responsible for the management of the outsourced contract with Teleperformance in Gateshead, Newry, Ashby and Bangor.Worked with senior members of the management teams at EON and Teleperformance to redefine the relationship and improve operational delivery and achievement of KPIsUndertook a comprehensive stakeholder analysis and significantly reduced.

From pre-consolidation to the post establishment phase, I was engaged to define and then lead the consolidation of 10 regional sales operations, establishing 2 Contact Centres in Sheffield and Edinburgh.Consolidation completed 3 months early, revenue maintained in 4 of 5 categories resulting in 16% operational savingsOver 150 new staff recruited and.

At the time one of the UK’s largest outsources. Responsible for the Vodafone Credit & Risk Operation, the Garlands Debt Recovery Business Unit, the Virgin Media and Orange Home Broadband outbound early arrears activity totaling 500 staff.Increased average monthly collections by 16% to £2.4m with reduced headcountIncreased collection conversion rates to 33%.