Paul Bushell
Global Service Delivery Improvement Manager at Majorel Estonia- Claim this Profile
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English Native or bilingual proficiency
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Estonia Elementary proficiency
Topline Score
Bio
Rich Fumarola
I have had the pleasure of working with Paul for 6 years as his direct line manager and write with complete confidence in Pauls ability and professionalism during this time. Paul deservidly rose through the ranks of Quality and Operational Manager at a site level and was promoted to Regional Service Delivery Manager for EMEA. He manages himselft and his team to high standards coaching and guiding yet with the ability to hold people accountable for their respective tasks. Paul handled his jump from site management to regional management with enthusiasm and was someone I could depend upon to take care of his business yet know when to escalate appropriately.
Cosmin Roşu
Working with Paul for several years, I can say that I was particularly impressed with his ability to handle even one of the toughest clients on the market. That skill often takes years to develop among customer service professionals, but it seemed to come perfectly naturally to him. The client preparation meetings were always something to look forward to as Paul always pushed us to find the best solutions to some of the most challenging situations. For me, he was someone that I've looked for guidance whenever I was stuck. As the customer support world throws a curveball from time to time, Paul has a powerful ability to handle surprises as he is very good at working with ambiguity and making good decisions always finding a way to adapt towards achieving the team’s goals. I would enjoy working with Paul again, as I am sure he has many things that I can still learn from. He would be an asset to any Management team.
Rich Fumarola
I have had the pleasure of working with Paul for 6 years as his direct line manager and write with complete confidence in Pauls ability and professionalism during this time. Paul deservidly rose through the ranks of Quality and Operational Manager at a site level and was promoted to Regional Service Delivery Manager for EMEA. He manages himselft and his team to high standards coaching and guiding yet with the ability to hold people accountable for their respective tasks. Paul handled his jump from site management to regional management with enthusiasm and was someone I could depend upon to take care of his business yet know when to escalate appropriately.
Cosmin Roşu
Working with Paul for several years, I can say that I was particularly impressed with his ability to handle even one of the toughest clients on the market. That skill often takes years to develop among customer service professionals, but it seemed to come perfectly naturally to him. The client preparation meetings were always something to look forward to as Paul always pushed us to find the best solutions to some of the most challenging situations. For me, he was someone that I've looked for guidance whenever I was stuck. As the customer support world throws a curveball from time to time, Paul has a powerful ability to handle surprises as he is very good at working with ambiguity and making good decisions always finding a way to adapt towards achieving the team’s goals. I would enjoy working with Paul again, as I am sure he has many things that I can still learn from. He would be an asset to any Management team.
Rich Fumarola
I have had the pleasure of working with Paul for 6 years as his direct line manager and write with complete confidence in Pauls ability and professionalism during this time. Paul deservidly rose through the ranks of Quality and Operational Manager at a site level and was promoted to Regional Service Delivery Manager for EMEA. He manages himselft and his team to high standards coaching and guiding yet with the ability to hold people accountable for their respective tasks. Paul handled his jump from site management to regional management with enthusiasm and was someone I could depend upon to take care of his business yet know when to escalate appropriately.
Cosmin Roşu
Working with Paul for several years, I can say that I was particularly impressed with his ability to handle even one of the toughest clients on the market. That skill often takes years to develop among customer service professionals, but it seemed to come perfectly naturally to him. The client preparation meetings were always something to look forward to as Paul always pushed us to find the best solutions to some of the most challenging situations. For me, he was someone that I've looked for guidance whenever I was stuck. As the customer support world throws a curveball from time to time, Paul has a powerful ability to handle surprises as he is very good at working with ambiguity and making good decisions always finding a way to adapt towards achieving the team’s goals. I would enjoy working with Paul again, as I am sure he has many things that I can still learn from. He would be an asset to any Management team.
Rich Fumarola
I have had the pleasure of working with Paul for 6 years as his direct line manager and write with complete confidence in Pauls ability and professionalism during this time. Paul deservidly rose through the ranks of Quality and Operational Manager at a site level and was promoted to Regional Service Delivery Manager for EMEA. He manages himselft and his team to high standards coaching and guiding yet with the ability to hold people accountable for their respective tasks. Paul handled his jump from site management to regional management with enthusiasm and was someone I could depend upon to take care of his business yet know when to escalate appropriately.
Cosmin Roşu
Working with Paul for several years, I can say that I was particularly impressed with his ability to handle even one of the toughest clients on the market. That skill often takes years to develop among customer service professionals, but it seemed to come perfectly naturally to him. The client preparation meetings were always something to look forward to as Paul always pushed us to find the best solutions to some of the most challenging situations. For me, he was someone that I've looked for guidance whenever I was stuck. As the customer support world throws a curveball from time to time, Paul has a powerful ability to handle surprises as he is very good at working with ambiguity and making good decisions always finding a way to adapt towards achieving the team’s goals. I would enjoy working with Paul again, as I am sure he has many things that I can still learn from. He would be an asset to any Management team.
Credentials
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Developing a Service Mindset
Lynda.comNov, 2018- Oct, 2024 -
Leading Yourself
Lynda.comNov, 2018- Oct, 2024 -
Managing for Results
Lynda.comNov, 2018- Oct, 2024 -
Setting Business Unit Goals
Lynda.comNov, 2018- Oct, 2024 -
Managing Virtual Teams
Lynda.comMay, 2017- Oct, 2024 -
Managing Stress
Lynda.comFeb, 2017- Oct, 2024 -
Building the Winners Team
Vain & PartnersJul, 2013- Oct, 2024 -
Contact Center Excellence - Registered Coordinator
COPC Inc.Mar, 2012- Oct, 2024 -
NVQ Accounts level II
National Vocational QualificationJan, 1996- Oct, 2024 -
NVQ Business Administration level III
National Vocational QualificationJan, 1996- Oct, 2024 -
NVQ Information Technology level II
National Vocational QualificationJan, 1996- Oct, 2024 -
NVQ Business Administration level II
National Vocational QualificationJan, 1995- Oct, 2024 -
Bertelsmann Data Science Challenge Scholarship
UdacityMay, 2018- Oct, 2024 -
Excellence@Arvato
Bertelsmann UniversityMay, 2016- Oct, 2024 -
Management Development Program 2.0
Bertelsmann UniversityJun, 2013- Oct, 2024
Experience
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Majorel Estonia
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Estonia
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Outsourcing and Offshoring Consulting
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1 - 100 Employee
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Global Service Delivery Improvement Manager
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Jun 2020 - Present
Identifying operational opportunities, defining challenges, and supporting regions with complex problem solving to maximize ROI. Developing long-term strategies in anticipation of changing business conditions. Global Project and budget management. Identifying operational opportunities, defining challenges, and supporting regions with complex problem solving to maximize ROI. Developing long-term strategies in anticipation of changing business conditions. Global Project and budget management.
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Majorel
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Luxembourg
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Outsourcing/Offshoring
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700 & Above Employee
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Operations Lead Nearshore
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Jan 2019 - Jun 2020
• Managing organizational processes and operational procedures across locations/sites in relevant region • Creating and implementing alignment with business strategies across locations/sites and functions (site administration, IT, HR, Service Delivery, Account Management etc) • Planning, directing and coordinating operational procedures; reporting, budgeting according to corporate policies and guidelines; formulating policies and aligning across locations/sites in relevant… Show more • Managing organizational processes and operational procedures across locations/sites in relevant region • Creating and implementing alignment with business strategies across locations/sites and functions (site administration, IT, HR, Service Delivery, Account Management etc) • Planning, directing and coordinating operational procedures; reporting, budgeting according to corporate policies and guidelines; formulating policies and aligning across locations/sites in relevant region • Identifying opportunities, defining challenges and supporting complex problem solving/design to maximize returns • Developing long-term strategies and approaches that redefine problems/opportunities in anticipation of changing business conditions • Collaborating with site management functions across different locations/sites in the relevant region (sales, IT, HR, ops, service delivery, etc.) • Ensure compliance to all corporate reporting requirements and work according to company policies • Participating in corporate stakeholder events/meetings to enhance sales opportunities and effective project management Show less • Managing organizational processes and operational procedures across locations/sites in relevant region • Creating and implementing alignment with business strategies across locations/sites and functions (site administration, IT, HR, Service Delivery, Account Management etc) • Planning, directing and coordinating operational procedures; reporting, budgeting according to corporate policies and guidelines; formulating policies and aligning across locations/sites in relevant… Show more • Managing organizational processes and operational procedures across locations/sites in relevant region • Creating and implementing alignment with business strategies across locations/sites and functions (site administration, IT, HR, Service Delivery, Account Management etc) • Planning, directing and coordinating operational procedures; reporting, budgeting according to corporate policies and guidelines; formulating policies and aligning across locations/sites in relevant region • Identifying opportunities, defining challenges and supporting complex problem solving/design to maximize returns • Developing long-term strategies and approaches that redefine problems/opportunities in anticipation of changing business conditions • Collaborating with site management functions across different locations/sites in the relevant region (sales, IT, HR, ops, service delivery, etc.) • Ensure compliance to all corporate reporting requirements and work according to company policies • Participating in corporate stakeholder events/meetings to enhance sales opportunities and effective project management Show less
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Senior Service Delivery Manager
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Apr 2015 - Dec 2018
· Set direction, align Ops and Quality: Accountable for aligned [Quality and operational KPIs] instructions and communications to their team · Facilitate alignment amongst internal department / site heads and their teams · Cooperate closely with Ops Mgr and Quality & Trg Mgr to define operational goals and performance objectives and set priorities · Set priorities within the account / LOB and responsible for aligning operational and quality… Show more · Set direction, align Ops and Quality: Accountable for aligned [Quality and operational KPIs] instructions and communications to their team · Facilitate alignment amongst internal department / site heads and their teams · Cooperate closely with Ops Mgr and Quality & Trg Mgr to define operational goals and performance objectives and set priorities · Set priorities within the account / LOB and responsible for aligning operational and quality requirements · Manage, motivate and develop direct reports (Operations and Quality Manager) and enable the direct reports to motivate their respective reports · Financial responsibility for the LOB / LOB segment on site · Responsible for accurately billing the client as well as controlling all invoices from internal and external service providers · Responsible for forecasting (or forecast negotiation) regarding financial budget, turnover / PL and headcount · Create a culture of continuous improvement metrics the designated business segment (site or LOB). · Constantly improve quality, performance and efficiency of processes and services · Evaluate daily key performance indicators are met / continually evaluate relevant reports to insure all account relevant commitments are met like productivity/utilization, ops and quality KPIs and cost objectives · Initiate and oversee corrective action to meet targets: Identify areas of improvement and coordinate with Ops and Quality Manager as well as all stakeholders to develop / implement action
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Service Delivery Manager
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Apr 2013 - Apr 2015
Responsible meeting contractual requirements for the LOB. Setting priorities within the program / LOB and responsible for aligning operational and quality requirements. Facilitating alignment amongst internal department heads and their teams. Responsible for daily performance of all call center staff / ensuring target achievement with regards to quality and operational KPIs as well as all relevant supporting metrics.
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Education
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1994 - 1997
Halton College
National Vocational Qualifications, Business Administration, Information Technology, Accounting -
1989 - 1994
Helsby High School
Community
