Talent Pool

Extremely experienced and successful leader specialising in contact centre operations. Passionate about developing individuals and teams to deliver brilliant performance and highly engaged employees.

German speaker with a native fluency. Seasoned leader in Customer Service and Operations, showcasing a proven track record within the consumer goods industry. Deeply immersed in e-commerce and wholesale realms. Proficiency lies in Operations and Account Management, underscored by a commitment to enhancing processes and nurturing talent.

Innovative and strategic problem-solver with a proven ability to connect the dots and anticipate future trends. Experienced in identifying patterns and navigating complex challenges. Bringing a diverse background and empathetic cultural understanding to offer unique perspectives. Adept at seeing the big picture and devising innovative solutions, excelling as a builder, strategist, and critical thinker. Their strength lies in delivering value through insightful analysis and decisive action.

A seasoned senior level leader in the contact centre industry with over 30 years’ experience, this professional brings a wealth of knowledge in operations, business strategy and leveraging BPO for organizational growth and efficiency. Their strong track record of delivering seamless best-in-class services has been achieved across the UK and internationally, within complex, niche, evolving, and highly entrepreneurial environments. Working significantly within private and public sectors, on both the supplier and client sides, also affords them essential insight when handling commercial and contractual elements of the business.

Authentic and customer centric leader with over 20 years of proven experience in creating and developing contact centre teams to maximise performance and provide a high-quality, cost-effective service provision. Possesses the ability to define a compelling vision and strategy based on customer advocacy and team empowerment, translating it into an agile roadmap of deliverables. Demonstrates strong change delivery expertise by inspiring and collaborating through natural enthusiasm and energy to achieve well- considered outcomes. Highly skilled in leading and delivering projects to very high standards, using a methodical and logical approach to scope, plan, and execute. Acts as a role model for change, identifying and pre-empting issues - working with relevant cross-functional stakeholders to overcome blockers and achieve agreed resolutions. Credible and personable leader, skilled in creating authentic and trusting relationships, with the ability to influence at all levels. Passionate about training and knowledge management to empower others through learning, with extensive experience in supporting individuals and teams to reach their full potential.

An inspirational and innovative customer experience senior leader with a strong track record of transforming service operations and driving customer success. Leading by example to develop crossfunctional teams, creating an empowered environment where individuals and teams can thrive and shine. Adept at using data and feedback to inform strategy and deliver continual service improvements. Achievements include CSAT of 97% for service and 93% for training, reductions of 90% in compensation payments and 60% in installation failure rate. Passionately committed to achieving the best outcomes for both customers and the workforce by fostering a collaborative and customer-centric culture, aligning business, customer and industry goals and objectives.

Customer-focused professional with progressive experience within financial and Pharmaceutical services industry. Proven success in increasing customer satisfaction and retention rate by managing escalation queries according to company policies and process. Skilled in identifying high-potential risk factors through implementation of analytical approaches and appropriate measures. Instrumental in leading and mentoring cross-functional teams by applying pro-active leadership approaches to hit essential targets.

A trusted customer insights advisor, helping clients to retain and grow the scale and profitability of their customer base. Focuses on key, commercial priorities such as customer acquisition, retention and account growth while also keeping a close eye on operational efficiency. An experienced customer insights professional (Certified MRS and CCXP), well-versed in multiple approaches to integrally support organisational improvement. Used to working in multi-national and large scale businesses. A proven and trusted senior consultant, thriving in cross-team environments and at executive level, working to drive positive change. Your bio needs to be 2-3 paragraphs about who you