Talent Pool

A Resource / Workforce Planning professional with over 25 years experience in multiple sectors, and in numerous capacities, most recently working as a consultant / contractor on a number of high-profile projects for large corporate clients. Previous permanent positions have been at a senior level. Specialising in developing strategies based on complex information, to develop and improve operational performance and customer satisfaction. Having vast experience in numerous methodologies and technologies for analytics and forecasting, and able to distil complex and varied data to easily understandable and actionable insights. With a career based around building relationships, developing teams, and leading innovative ways of working, and vast experience of translating skills and practices across many disparate functions.

Senior leader leveraging a wealth of experience in customer experience and business transformation across multiple industries on a local, national, and international scale. From creating business strategies to coaching frontline team members, this individual is an expert in joining the dots across business activities to bring about positive commercially-astute change.

Strategic, innovative, commercially astute and change focused professional with a successful track record spanning over two decades within the luxury sector.

Results-oriented senior customer service leader with a proven track record of managing up to 1000FTE, specializing in centralising service operations across retail, financial services, and healthcare. Demonstrates strong business acumen, strategic thinking, and the ability to thrive in a fast-paced, high-pressure environment.

Highly accomplished director with over 25 years of diverse experience maximising high-volume operations across a wide range of industries, including retail, travel, finance, BPO, and telecoms. Sets the strategic vision for future growth and customer excellence, driving long-term revenue growth up to £20M.

Recruited & led the Customer Service team which offers outstanding customer service by consistently achieving quality scores of 97% or above. Implementation of Six Sigma (Lean) to the Customer Contact Centre along with Business Impact. Analysis (BIA), User Requirement Analysis & Key Risk Indicator (KRI).

An exceptionally motivated hands-on senior executive, with more than 20 years operations management experience with broad exposure to blue chip and technology driven organisations.

I am a hardworking and professional contact centre operative with extensive experience, currently seeking a new position in WFM or Team Leader. A highly organised and efficient individual, whose thorough and precise approach to projects has yielded excellent results. Recent achievements include running a team of 15-20 agents within the 119 and universal credit contract assisting them to become a strong and crucial part of the structure to build success. Was seconded into a Team Manager role for 9 months.