Experience

MBNA

• United Kingdom
• Financial Services
• 200 - 300 Employee

• IVR & Telephony Team Manager

  • Apr 2018 - Present

• Call Operations, Real-time and Scheduling Manager

  • 2017 - Present

  Currently responsible for Managing 17 FTE spread across Contact CentresKey responsibilities include- Optimising Scheduling using NICE IEX as the WFM Tool- Monitor and Report on Contact Centre performance using Avaya CMS- Running a blended collections dialler supplied by Avaya inline with Ofcom Regulations- Management of Agency staff Timesheets- Manage offline work streams for Credit, Disputes, Fraud and Assisted Service messages- Support with the running of the banks Livechat facility Show less

• Strategic Operations Unit Lead

  • 2016 - 2017

  Responsible for ensuring that the Contact Centre’s are able to achieve sales and customer service through the effective implementation of strategic and tactical plans on a daily basis. Responsibilities extend to the overall implementation of business prioritisations encompassing inbound calling strategies and key performance indicators. This role has a daily interface with the customer facing support areas within the division. Key accountabilities include:• Accountable for cross-site performance and out of hours on call responsibility.• Responsible for balancing revenue and service levels.• Ensure all SLA's are met within the Contact Centre (ASA, abandon rate, Occupancy), inclusive of Strategic Partners.• Manage availability model.• Complete trend analysis on key metrics• Manage Call Operations Analysts to ensure efficient running of day to day activity in the Contact Centre• Provide senior management team with in-depth analysis on any control plan failures and root cause analysis, inclusive of EAHT, availability and sickness.• Provide Strategic Partners with accurate and timely performance updates.• Understand daily call drivers e.g. Credit plan, call forecast, reissue volumes, marketing mailings and their impact upon call volume and distribution.• Facilitate daily review meetings to provide analysis review on previous days and strategy for the day ahead.• Provide support to UM & TM managers across the Customer Service, Risk Operations and Collections Contact Centre’s. This was done over 2 sites to allow effective communication and implementation of strategy plans for the area. Show less

• Workforce Management Unit Lead

  • 2015 - 2016

• Strategic Operations Manager

  • 2013 - 2015

• Contact Operations Intraday Analyst

  • 2008 - 2013

  • Monitor real-time customer contact and workflow performance across COO using the required tools including CMS and IEX• Mitigate risks to KPI’s & SLA’s and escalate to Management as appropriate• Optimise resource across COO to achieved KPI’s and SLA’s• Understand the customer contact drivers and there impact on volumes across all channels inclusive of Voice, Digital and impacting events, ensuring that this information is communicated to all relevant parties, liaising with Strategic Operations team to understand variances to plan•Co-ordinate and control the timing of non-call taking activities including Mandatory education & PDP’s for all customer facing associates, inclusive of cross educated resource • Identify and escalate issues that impact KPI’s, SLA’s and Customer satisfaction, helping to quantify overall impact• Production of associate level reporting & analysis of key contact centre performance metrics e.g. EAHT, secondment activity, lost hours, adherence• Dialler Management inclusive of regulatory requirements Show less

• Credit Underwriter

  • 2004 - 2008

• Telemarketing Specialist - Inbound/Outbound

  • Jun 2003 - 2004



Habitat for Humanity

• United States
• Non-profit Organizations
• 700 & Above Employee

• Community Volunteer

  • 2009 - Present

  Completed various fundraising events and charity builds in - Mozambique, Maputo - India, Bengeluru - Brazil, Recife - Thailand, Phuket - Mexico, Chipas October 2018 Completed various fundraising events and charity builds in - Mozambique, Maputo - India, Bengeluru - Brazil, Recife - Thailand, Phuket - Mexico, Chipas October 2018