Experience

Circularity Scotland

• United Kingdom
• Environmental Services
• 1 - 100 Employee

• Customer Service Manager

  • Jun 2022 - Present



Capita Customer Management

• United Kingdom
• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• Operations Manager

  • Mar 2018 - Jun 2022

  Assembled, and currently manage, Three's first onshore Retentions department of 120 FTE and 11 Team Managers. Assembled, and currently manage, Three's first onshore Retentions department of 120 FTE and 11 Team Managers.



Three UK

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Contact Centre Team Manager

  • Sep 2013 - Feb 2018

  Managed a Team of Online Sales Advisers with a view to promoting and selling the full range of telecommunication and online devices Three offer. Managed a Team of Online Sales Advisers with a view to promoting and selling the full range of telecommunication and online devices Three offer.



RESPONSE

• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Performance Coach

  • Dec 2012 - Sep 2013

  Tasked with improving the overall performance of whichever department within Response required support. This was achieved by the leading and coaching of Team Managers, along with making recommendations to the operation leaders. Tasked with improving the overall performance of whichever department within Response required support. This was achieved by the leading and coaching of Team Managers, along with making recommendations to the operation leaders.



Centrica

• United Kingdom
• Utilities
• 700 & Above Employee

• Growth Coach

  • Jan 2011 - Sep 2012

  Driving the sales growth in a department consisting of 390 service advisors.

• Operations Manager (Outsourced British Gas Call-Centre)

  • Apr 2010 - Jan 2011

  Managing a team of 5 Team Managers and 60 Customer Service Advisors within one of BG's outsourced call centres.

• Sales Effectiveness Manager

  • Jan 2009 - Apr 2010

  Responsible for the Uddingston site’s sales targets, I managed a team of 5 coaches and was responsible for the sales performance of a department of 12 managers and 200 Advisors.

• Team Manager

  • Apr 2001 - Jan 2009

  Full end to end operational control of all facets of team management including recruitment and resourcing, people management and development, training delivery and design and accountability for operational delivery across a whole range of KPIs.