Operations Manager

• Jul 2020 - Present

Operations Director

• Jun 2018 - Jun 2020

Board Trustee

• Mar 2018 - Jul 2019

Director - Head of Studio

• May 2017 - Jun 2018

Creativity and innovation go hand in hand, and there is no innovation without creativity. That’s where we excel. By aligning ourselves with your company growth strategy, we create and execute creative marketing campaigns that target brand engagement and commercial return. We specialise in: o Website design & development o Search & performance o Social & content o Brand & creative o Merchandise & signage o Print o PR & communications o Strategy & planning o Commercial & education scott@sum.agency | 07387 109 122 | www.sum.agency Show less

Head Of Recruitment / Owner

• Jul 2016 - May 2017

Operations Manager

• Apr 2014 - Jun 2016

Employed to be an Operation Manager to successfully deliver a great service through creative thinking and effective coaching whilst creating an engaged workforce, with the objective of closing the gap between British Gas internal sites, to facilitate the delivery of key KPI’s for the British Gas client.• Managing a team of 10 Team Managers, dealing with day to day people management as well as managing specific performance targets across the team • Responsibility of 150 FTE including 17 complaint experts• Liaising with the Operation and the client on customer feedback and performance achievements and challenges, taking corrective measures to meet service level targets• Co-ordinating line management and key stakeholders across the estate to achieve multiple business objectives• Delivering targets to achieve maximum potential on our commercial scorecard• Liaise with the client with regards to issues with performance, adherence and productivity as necessary• Explore and provide insight to help and support our clients vision and journey• Support the operation to maximise performance by co-ordinating line management to react appropriately during periods of difficulty• Suggest improvements on how department operates to higher management • Attending MBR sessions to present back performance and improvements to the British Gas client Show less

Team Leader

• Jun 2010 - Apr 2014

This role gave me my first experience of management in a contact centre. I’ve worked on numerous of work streams inbound and outbound. Responsible for 15-20 Customer Service Advisors. The role included the day to day management of sickness, absence, attrition and behavioural issues of all kinds. Responsible for call quality, agent adherence and other KPI’s such as AHT, calls per hour and quality with the likes of right first time etc. I delivered monthly one to ones to all the team and set personal development plans to help them achieve Ventura’s goals. I successfully developed 3 agents into “Team Champions” who then went on to become Team Managers themselves. My biggest achievement as a Team Manager was setting up a new outbound business area currently known as Customer Management Team Show less

Customer service advisor

• Apr 2007 - Jun 2010

- Inbound contact working in the energy sector handling General Enquiries calls for British Gas- Measured against standard telephony and customer service KPI's (AHT, CSAT, Compliance)- Worked on all different work streams which included (Inbound, Outbound Dialler, Debt, Escalations, Complaint Management, Retention teams