Experience

Contact Web Ltd
• United Kingdom
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee
• Dialler and Strategy Manager

  • Mar 2023 - Present


TieTa

• United Kingdom
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Dialler Manager

  • Mar 2022 - Jun 2023

  United Kingdom Dialler & MI manager - Using Puzzel and Connex1 platforms to maximise productivity and customer satisfaction introducing new channels including Chat,AI ,Social media and a more unified platform for our clients. I work very closely with the operation assisting with resource planning, onboarding new clients and identifying opportunities to increase both revenue and productivity. I regularly create new compliant campaigns for our customers from design to built and test.



TSYS EMEA

• United Kingdom
• Financial Services

• Dialler Manager

  • Aug 2011 - Mar 2022

  Coventry, United Kingdom Nationwide Building Society Dialler Manager – using a Magnetic North dialler to improve contact rates in the product support side of the business to increase revenue and reduce costs, creating regular and ad-hoc dialling campaigns to mirror current credit card offers and promotions. I work closely with the Resource Planning and Forecasting departments with the aim of contacting the right customer at the right time. I supplement system MI with a weekly calling plan based around best time… Show more Nationwide Building Society Dialler Manager – using a Magnetic North dialler to improve contact rates in the product support side of the business to increase revenue and reduce costs, creating regular and ad-hoc dialling campaigns to mirror current credit card offers and promotions. I work closely with the Resource Planning and Forecasting departments with the aim of contacting the right customer at the right time. I supplement system MI with a weekly calling plan based around best time to call data and present to clients and operations managers, I have also made recommendations for future projects including the installation of a GSM gateway and improved automated MI.I manage all offline activity to ensure the right job is being done by the right person at the right time. Show less



Best Deal Insurance

• United Kingdom
• Insurance

• Dialler Manager

  • Feb 2010 - Aug 2011

  Wellingborough

• Dialler Manager

  • Mar 2008 - Oct 2009

  Managing a team of 3, I planned strategies & analyzed results on behalf of barclays bank for their Skycard credit card project.I attended daily conference calls with our clients and reported directly to the board of directors regarding performance and ongoing strategies.



Equidebt Ltd

• Key achievements

  • Dec 2004 - Mar 2008

  I oversaw the implementation of a Noble dialler and NICE call recording solution as well as administering a symposium ACD and Nortel agent phones for apx 100 agents. I covered the team manager role during weekend hours and with the team managers organised incentives, I was also involved with coaching & Qa.; Monitoring agent performance and inbound/outbound call traffic for a blended Noble dialler. Building client specific dialler campaigns to provide accurate data for the Team… Show more I oversaw the implementation of a Noble dialler and NICE call recording solution as well as administering a symposium ACD and Nortel agent phones for apx 100 agents. I covered the team manager role during weekend hours and with the team managers organised incentives, I was also involved with coaching & Qa.; Monitoring agent performance and inbound/outbound call traffic for a blended Noble dialler. Building client specific dialler campaigns to provide accurate data for the Team managers and clients. Providing daily reports to the board and department managers using Excel, detailing the previous day's activity. Following an external Real Time course I gave a briefing to the board of directors on how to improve agent productivity by making small uncomplicated changes, scheduling team meetings around best time to call and taking tasks away from agents that were time consuming and non cash generating. I oversaw the integration of a NICE recording solution and integration with our telephony and dialler. To be aware of all current guidelines from Ofcom, Fsa, Dpa, and the information commissioner regarding collections and diallers. To have a working knowledge of telephony, administering our Meridian Acd and being responsible for the internal patching of phones. Instigated the change of headset supplier from Plantronics to Sennheiser, being the 1st UK Company to buy direct from Sennheiser and securing favourable terms & warranties. Administered the external "Allpay" card & direct debit system dealing & negotiating directly with our providers. Dealt with external telecoms engineers and other support/service suppliers. From January 08 I also supported an outsourced dialler from Ultra that was utilised by Eci Investigations (a company purchased by Equidebt Ltd).

• Dialler and Telephone systems officer

  • Oct 2000 - Mar 2008

  Equidebt is a well respected collections company, working on behalf of blue chip financial institutions, combining both DCA & DP collections.

• Supervisor of Legal Collections

  • Feb 2002 - Jul 2003

  , managing 4 team leaders each with teams of 6 agents, actioning accounts from claim form to warrant. In this role i gained a working knowledge of the litigation process, was a member of the CCUA and attended regular seminars.

• Team Leader

  • Mar 2002 - Mar 2003

  Wellesbourne

• Collections Agent

  • Mar 2000 - Mar 2002

• Senior Hit Squad Controller

  • Jun 2001 - Feb 2002

  , running a team of 6 agents dealing with specific client based projects.

• Telephone collector

  • Nov 2000 - Jun 2001

  dealing with customers on the phone collecting on behalf of blue chip financial Institutions.



Legal collections

• Netherlands
• Business Consulting and Services
• 1 - 100 Employee

• Supervisor of Pre

  • Jul 2003 - Dec 2004

  ,managing 4 team leaders and keeping to strict client Sla's, conducting yearly appraisals and monitoring holidays & sickness. I also held regular team meetings & instigated department incentive and focus projects.



B&G Marketing

• United Kingdom
• Wholesale

• Pre Equidebt

  • Jul 1993 - Nov 2000

  I worked for the family sales & Distribution Company B&G Marketing, gaining new business and servicing existing clients in Northamptonshire & Leicestershire. This company was bought by Phillips Lighting in 1998 and I continued my role as an employee with them.



Power Providers

• Tanzania
• Internet Publishing
• 1 - 100 Employee

• Pre Equidebt

  • Jul 1991 - Nov 2000

  I worked as a sales representative, gaining new business and Merchandising display stands for existing customers within the UK.