Experience

Capita Business Services Ltd

• United Kingdom
• 1 - 100 Employee

• Senior Project Manager

  • May 2022 - Present

  Senior Project Manager currently delivering a 2 year transformation around digital knowledge and AI driven adaptive learning.

• Operational Manager

  • Feb 2009 - May 2022

  • Operational Manager currently responsible for multichannel contact centre, Team Leaders and their direct reports, small core team of circa 15 FTE rising to 60 FTE in peak but have managed up to 140 FTE previously• Managed transition from office based contact centre to 100% virtual with all staff home based including recruitment of peak agency workers based at home and developed a virtual operating model.• Involved in project to integrate BOTs and RPA into the contact centre to reduce AHT for agents and achieve some call deflection.• Managed the design and implementation of an online digital service to replace a paper-based application process for funding to 100% online process with 24/7 customer access, to fall in line with the DfE digital by default initiatives. • Migration of telephony service from CcaaS platform to AWS, arranged, tested and implemented to ensure greater robustness of service.• Responsible for achievement of agreed Service Levels and KPIs• Client & stakeholder liaison and management including Service Delivery Meetings and Continuous Improvement working groups with clients • Monitoring and reviewing existing processes and analysing their effectiveness – Look for continuous improvement to enhance the customer journey and drive down volumes• Creating strategies to improve productivity and efficiency. Development and implementation of productivity tool ‘Exion’ to all staff to capture accurate AHT for all tasks and highlight effectiveness of staff and identify areas for improvement.• Assisted in rebid, and procurement process for potential new contracts. Attending supplier days, writing tender documents and presenting solutions to potential clients.• Financial oversight of the contract and seek cost saving initiatives• Planning and forecasting, resource modelling to ensure workforce is at optimum levels.



CDS Global, Inc.

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Operational Team Manager

  • Sep 2007 - Feb 2009

  • Management responsibility for call centre and 8 Team Leaders and approx. 70 staff • Introduced new ideas and concepts to ensure the call centre worked at maximum efficiency such as improved work force scheduling, staff incentives and regular performance monitoring • Responsible for recruitment of seasonal staff and refresher training of existing staff • Liaising with colleagues in America to ensure additional resource needs could be met • Ensuring clients were given access to the call centre and given an understanding of how we could work together to achieve the desired results



Captia Business Services

• Leicestershire

• Contact Centre Team Manager

  • May 1996 - Sep 2007

  I joined Capita as Call Centre Agent and rapidly progressed to Team Leader with responsibility for the development of 30 agents. Promoted to Team Manager responsible for data prep and entry of 2000 daily postal applications and the reconciliation and banking of the payments via cheque, cash and postal order. Before going on maternity leave I assisted with the contract exit strategy including retraining staff into new roles in order to prepare them for transition onto a new contract. Back Office Team Manager, Education Maintenance Allowance contract Jul 2004 – Sept 2007 Maternity Leave, Jan 2004 - Jun 2004 Contract Manager, Lambeth Revenue and Benefits contract, Jan 2003 – Dec 2003, Postal Operations Manager, London Congestion Charge contract, Aug 2001 – Dec 2002 Team Manager, Westminster Revenue and Benefits contract, Jun 2000 – Aug 2001 Maternity Leave, Jan 2000 – Jun 2000 Team Manager - Post room & Payment reconciliation, Nov 1998 – Dec 1999 Team Leader - Call Centre, Nov 1996 – Oct 1998 Customer Service Representative – Call Centre, May 1996 – Oct 1996