Experience

Weald Of Kent Grammar School Academy Trust

• United Kingdom
• Education Administration Programs
• 1 - 100 Employee

• Supply Teacher

  • Nov 2021 - Present

  On staff supply teacher On staff supply teacher


Teaching Personnel
• United Kingdom
• Staffing and Recruiting
• 700 & Above Employee
• Supply Teacher

  • Oct 2021 - Nov 2021


University of Brighton Academies Trust

• United Kingdom
• Education Administration Programs
• 1 - 100 Employee

• Teacher of Business, Unqualified

  • Apr 2018 - Sep 2020

  • Having made the decision to settle in my home town of St. Leonards-on-sea, and understanding and welcoming the implications of Artificial Intelligence on traditional contact centre work, I decided to return to my first love out of university, teaching on the secondary school level • Given that a lot has changed since I last taught in the mid-1980s, I supply taught (substitute taught) at a number of local schools before identifying a clear opportunity at The St. Leonards Academy. I accepted an on staff Supply position in March, 2019, and moved into the Teacher of Business role in September, 2019 • Today, I endeavour to use my 35 plus year business career to bring business studies to life for my students and to pass on to them the opportunities that my education afforded me • In our new post-pandemic world, this has involved learning about Zoom and the other technologies of virtual learning. A recorded class is featured and the presentation I used is below along with a link to my YouTube Channel, The St. Leonards Academy Means Business



Self Employed

• Real Estate
• 1 - 100 Employee

• Contact Centre Consultant

  • May 2016 - Apr 2018

  • I work on projects for confidential Clients of two leading BPO Consultancies, Coleman and Gerson Lehrman Group, on Contact Centre/BPO issues, landscapes, automation and trends globally • Among topics analysed in depth: Contact Centre Service Provider analysis in each of the major global BPO provider markets; contact centre automation analysis and recommendations; contact centre metrics thought leadership piece; automation analysis/cost reductions resulting from new breakthroughs in Artificial Intelligence such as contextual (as opposed to conditional) coding



Qualfon

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

• Interim Site Director, Georgetown III

  • Mar 2015 - Apr 2016

  • Originated a 1,000 seat contact centre for two US-based Clients, a leading broadband provider and an eCommerce giant • Developed and refined a sustainable staff selection model for both accounts, insuring that all committed headcounts were exceeded, continuously improving the quality of new hires • Grew Broadband Client to leading provider status over the first 4 months of operation • Trial launched eCommerce client during 2015 peak season with an all leadership team to prepare for rapid growth in 2016, achieving record customer satisfaction levels and securing roll out for 2016 • Transitioned site to local Guyanese Leadership



Xerox

• United States
• Business Consulting and Services
• 700 & Above Employee

• Division Vice-President, Operations

  • Apr 2003 - Apr 2014

  • Ran Coos Bay, Oregon, operation and guided the site through simultaneous acquisition by Xerox and transformation from the last North American MSN support site to Nextel/Sprint while exceeding financial target by greater than 10% • Moved to Lexington, Kentucky, as General Manager to fight off a Union organizing attempt. Succeeded and then grew the site from 200 to 800 FTEs, including key contracts in Telecommunications and Transportation, exceeding all budget and growth targets and developing Xerox’s largest single site to date • Gained responsibility for Coos Bay, Lexington and Portland locations to guide them through a Nextel to Sprint transition and initiated two expansion sites in Dallas and El Paso. Also, assisted the LiveBridge acquisition as interim leader of Olympia and Seattle, Washington locations, supporting Verizon Wireless, and helping to grow it to Xerox’s second largest telecommunications client behind Sprint • Moved to Barcelona to focus on operations for General Motors HRO, Xerox’s largest ever “loss contract”, restoring the Client relationship from default to renewal, while reducing losses from $25MM to $3MM per annum, moving back office operations to Eastern Europe, and securing a clear path to profitability • Pioneered entry of Xerox Services into the European Contact Centre Market, inclusive of a key strategic relationship with Vodafone and acquisition of a south-eastern European supplier to enhance language capability and price competitiveness • Concluded key contracts in Telecommunications, Travel and Leisure and Automotive verticals with a lifetime contract value in excess of $20MM. Customized US sales materials for the European Market and stewarded a number of key Clients in their migration from the US to Europe • Worked with Avaya, Cisco, Interactive Intelligence PBX, various workforce management systems, Salesforce dot com CRM, “Red Brain Labs” predictive analytics and a “lean” six sigma project management approach



Aegis Communications

• Malaysia
• Financial Services
• 1 - 100 Employee

• Contact Center Director

  • Apr 2001 - Mar 2003

  • Started Rocky Mount, North Carolina, contact centre and grew to over 600 FTEs serving Telecommunications Clients, becoming Aegis’ largest and most profitable location within the first year of operation • Worked with Avaya PBX and Blue Pumpkin workforce management • Left due to lack of professional growth opportunities and company financial instability • Started Rocky Mount, North Carolina, contact centre and grew to over 600 FTEs serving Telecommunications Clients, becoming Aegis’ largest and most profitable location within the first year of operation • Worked with Avaya PBX and Blue Pumpkin workforce management • Left due to lack of professional growth opportunities and company financial instability



Circuit City Stores, Inc.

• United States

• Director, Product Service Division

  • 1991 - 2001

  • Founded Warranty Renewal Division and grew it into Circuit City’s single most profitable division by 1996, originating centres in Richmond, Virginia and Phoenix, Arizona • Assisted in the development of CarMax division into a separate company by establishing a lucrative qualified appointment setting campaign for dealership locations and more than doubling the likelihood of a car sale per customer • Moved over to the Product Service Division, stream-lined best practices across 25 Product Service Centres nationally, consolidating front office operations to Atlanta and Rocky Mount contact centres, and saving over $10 million per annum • As Circuit City’s market position deteriorated, moved to aggressively outsource contact centres and product service support to two competing suppliers in exchange for the revenues reserved against pre-existing warranties, as opposed to a traditional per hour contract • Worked with Nortel and Avaya PBX, Early Cloud CRM, predictive dialling, IVR and Blue Pumpkin Workforce Management • Left with the Rocky Mount contact centre after successfully marketing it to Aegis



Continental Cablevision

• United States
• Telecommunications
• 1 - 100 Employee

• Director, Telemarketing

  • Aug 1988 - Jan 1991

  • Grew the last remaining major urban US cable television market in South Central Los Angeles from under 5,000 to over 30,000 subscribers, achieving record pay to basic cable ratios and managing bad debt to sustained low levels by pioneering a progressive service interruption program for non-payment • Took over Customer Service Director responsibilities for an interim period, significantly improving retention rates and customer service scores from well below to above industry standards • Worked with Cabledata CRM, predictive dialling and Nortel PBX • Left once growth and budget targets had been exceeded for a second year in a row to pursue opportunities closer to family back on the east coast of the USA



TeleTech

• Denmark
• Appliances, Electrical, and Electronics Manufacturing

• Outbound Operations Manager

  • Jun 1986 - Aug 1988

  • Founded the outbound services division at Teletech, inclusive of Team-Selling a number of key cable television and mobile services accounts • Achieved record-breaking adoption results for The Disney Channel and increased Comcast’s market penetration by greater than 10% in the Los Angeles basin • Worked with proprietary software and Nortel PBX • Left when Comcast offered me a directorship at their struggling new location in South Central Los Angeles • Founded the outbound services division at Teletech, inclusive of Team-Selling a number of key cable television and mobile services accounts • Achieved record-breaking adoption results for The Disney Channel and increased Comcast’s market penetration by greater than 10% in the Los Angeles basin • Worked with proprietary software and Nortel PBX • Left when Comcast offered me a directorship at their struggling new location in South Central Los Angeles



Carlson Wagonlit Travel

• United States
• Retail
• 1 - 100 Employee

• Manager, Marketing Information

  • Jul 1985 - Jun 1986

  • Worked with TeleTech to develop a national corporate travel lead generation program, resulting in a 30% increase in sales within six months of inception • Left to join Teletech when corporate office was moved from Los Angeles to Minneapolis • Worked with TeleTech to develop a national corporate travel lead generation program, resulting in a 30% increase in sales within six months of inception • Left to join Teletech when corporate office was moved from Los Angeles to Minneapolis



North American Communications Group

• Operations Manager, Trainer, Outbound Sales

  • Jul 1984 - May 1985

  • Moved rapidly from Outbound Sales Associate to Trainer to Operations Manager of a credit card sales operation for financial services clients • Left to join Carlson Travel for a substantial increase in salary and career growth • Moved rapidly from Outbound Sales Associate to Trainer to Operations Manager of a credit card sales operation for financial services clients • Left to join Carlson Travel for a substantial increase in salary and career growth



Prince George County Schools

• United States
• Primary and Secondary Education
• 1 - 100 Employee

• Long Term Substitute Teacher

  • Sep 1983 - Jul 1984

  • Took on a long term assignment teaching US History and Psychology for a Teacher who left suddenly • Took on a long term assignment teaching US History and Psychology for a Teacher who left suddenly



Central Telephone Company Of Virginia

• United States
• Telecommunications

• Various

  • May 1980 - Sep 1983

  • Recurring summer job while at university • Recurring summer job while at university