Talent Pool

He has 37 years customer service & contact centre industry experience, including most recently 12 years in the luxury retail industry. He is a dynamic leader known for his unwavering commitment to driving excellence, inspiring teams, and delivering results. With a track record of success in the contact centre industry, he has consistently demonstrated the ability to lead through challenge, transform vision into action, and cultivate environments where innovation and collaboration thrive. With a natural ability to inspire confidence and motivate others, he leads by example, setting high standards of integrity, accountability and resilience. A strategic thinker with a keen focus on long/term goals, they empower teams to work towards shared objectives, fostering a culture of transparency, mutual respect, and continuous improvement. Their leadership is based on not just guiding others, but also about lifting them up and creating opportunities for growth. Their influence extends beyond the workplace, where they are known for mentoring future leaders, championing diversity, and advocating for impactful change. He is responsible for four key areas of the contact centre; Resource Planning & Workforce Management, Management Information & Analysis, Reward & Recognition, and Budget Planning.

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.

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

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.