Experience

The Knowledge Group

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

• Associate

  • Jul 2021 - Present

  The Knowledge Group (tkg) is a fresh thinking and disruptive sourcing firm, who deliver next generation sourcing services. We ensure organisations can source and manage their business services quickly, without compromising on quality. We offer a combination of digital tools, a global marketplace and industry-leading business process outsourcing services. Contracting activities have covered the following:- Mar 2023 – Apr 2023 Change Manager (Public Sector implementation/onboarding BPO contract) Nov 2022 – Mar 2023 L & D Consultant (Public Sector workforce planning Contract) Sep 2022 – Oct 2022 Change Manager (Private Sector implementation/onboarding contract) May 2022 – Aug 2022 Vendor Manager (Public Sector contact centre service contract) Oct 2021 – Apr 2022 Client Services Manager (Public Sector digital service contract) July 2021 – Apr 2022 Vendor Manager (Public Sector pandemic contact centre service contract) Show less



The Growth Company

• Sweden
• Advertising Services

• Senior Contact Centre Lead

  • Jun 2019 - Jun 2021

  Responsible for taking the lead on all contact centre operations across the group. Led on the implementation of a cloud-based contact centre platform across the group enhancing the service experience for local and central government contracts. Key Achievements: • Led on the procurement and implementation of a Contact Centre cloud-based solution across the group focused on reducing capital and operational expenditure and delivering service improvements for local and central government contracts • Responsible for delivering the groups contact centre strategy to support local and central government programmes including overseeing various public sector contract bids and presenting these to commissioners of government services • Led on the mobilisation of an outbound contact centre (100 remote workers) to provide business support services throughout the period of the pandemic Show less



The Hut Group

• United States
• 1 - 100 Employee

• Head of International Customer Service Operations (Serving Asia and European territories')

  • Jun 2017 - May 2019

  Responsible for the leadership of a dynamic multilingual customer service operation managing and servicing multiple brands including Myprotein, ESPA Lookfantastic and Glossybox across Northern, Central and Southern Europe and Asia. Worked closely with Marketing, Logistics/Supply Chain, B & M, IT/UX and finance to grow the function to support these markets. Key Achievements: • Developed a new team of international leaders and front-line support services by instilling a revised structure improving all KPI’s • Worked closely with logistics teams to implement Rebound into European destinations to simplify the returns process, enhance returns insight and deliver a better customer experience • Led on the successful migration of 50k customers of a newly purchased European business based in Germany • Reduced the contacts rates by 10% in Central and Southern Europe via the implementation of a tracked service • Implemented a translation tool resulting in reducing headcount costs by nearly 20% • Worked closely with traders to gather insight on customs issues resulting in reducing customer returns by 15% across Asian territories Show less


Harte Hanks
• United States
• Advertising Services
• 700 & Above Employee
• Client Services - BPO transition programme

  • Jan 2017 - Mar 2017


Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Outsource Relationship Manager - UK & South Africa Consumer Customer Service Programme

  • Jul 2015 - Dec 2016

  Responsible and accountable for managing the set up and Implementation of two UK in-house and one UK outsource Customer Service Operation across multiple sites totalling 450+ FTE. Successfully led a customer service programme managing a robust exit plan for a Wholesale client (Mobile By Sainsbury’s)Key Achievements:• Optimised performance metrics with in-house and outsource operations whilst going through rapid growth via the implementation of a structured project plan and performance glide paths. This resulted in increasing first time resolution by 6%, contributing to a call reduction of 250k and increasing Net Promoter score by >10% across 4 sites within 4 months• Implemented a structure reporting suite for our outsource partners to drive key performance indicators and deliver operational stability. This resulted in commercial leakage reducing by 20% and error rates reducing by 70%• Successfully led and delivered a robust exit plan for Mobile by Sainsbury's Customer Care via effective stakeholder management at senior management level. This resulted in service level targets being achieved in line with commercials and the project being delivered on time and within budget Show less

• Vendor Manager – B2B Enterprise Customer Services

  • Apr 2012 - Jun 2015

  Accountable for on-boarding and manging a new supplier (Teleperformance) to service SME and Corporate End User customer service operations. This was an insource agreement with a TUPE transfer of more than 200FTE to a single site Key Achievements:• Led the service part of the contract negotiations resulting in reducing costs by 10% and implementing a robust risk and reward model • Owner and accountable for the delivery of all Operational KPI’s. Negotiated and implemented a risk and reward model resulting in an increase in Net Promoter by >20% and reducing leakage costs by 30%• Managed an annual open budget of £1.2m via a structured forecast and planning governance process resulting in savings of more than £100k• Delivered cost savings in excess of £11.5m via detailed insight of the customer base, resulting in significant process changes within the operation via effective project planning• Optimised revenues via leakage programmes saving in excess of £250k • Delivered call demand reduction initiatives via self-serve initiatives resulting in reducing call demand by 100k• Delivered sales through service programmes by working closely with our account management teams driving monthly revenues in excess of £50k • Managed and support the recovery of our Small Enterprise Service Operations in South Africa resulting in stabilising accessibility and increasing net promoter score by >5% Show less

• Client/Partner Manager – Wholesale Division (MVNO Customer Services and Insurance Claims)

  • May 2008 - Mar 2012

  Accountable for the Implementation of two ‘new business’ customer service call centre start-ups. Responsible for subcontracting services to an outsource partner to support Vodafone’s Wholesale MVNO clients Carphone Warehouse (Talkmobile) and ASDA Mobile. Key Achievements:• Led the set-up of the operation through to full transformation, subcontracting services to an outsource partner resulting in annual opex savings of 30%• Managed an annual opex budget in excess of £1m via monthly budget and invoicing reviews with the client• Engaged and enhanced the relationship at senior management level via the implementation of a well structure governance process and effective stakeholder management • Successfully implemented an annual service plan focused on cost reduction and improving the customer experience resulting in cost benefits in excess of 250k and improving Net promoter score by 25%• Designed and implemented a robust disaster recovery plan mitigating risk to the clients customer base • Reduced opex costs by £500k by transitioning mobile phone insurance claims handling to another vendor Show less

• Vendor Manager – UK Contact Centre Outsourcing

  • May 2004 - Apr 2008

  Accountable for the operational performance and managing the relationship with our UK outsource service partners across multiple sites at both Senior Management and board Level. Responsible for ensuring all key commercial KPI’s were achieved in line with operational OPEX budgets• Successfully delivered the implementation of a new 400 seat call centre to support the base growth to manage in excess of 360k calls monthly • Reduced outsourcing costs by £500k and Improved service quality by transitioning insurance claims handling operations to more cost effective and specialised suppliers • Managed the exit of our Broadband proposition, working closely with BT Wholesale resulting in a cost reduction of £1m Show less



Reach Telecom Holding Company

• Kuwait
• Telecommunications
• 1 - 100 Employee

• Retention Manager

  • Dec 2003 - Apr 2004

  • Focused on reducing churn in the fixed line space, set up and implemented an in-house/outsourced Inbound and Outbound team of 50FTE • Focused on reducing churn in the fixed line space, set up and implemented an in-house/outsourced Inbound and Outbound team of 50FTE



Expansys

• United Kingdom
• Retail
• 1 - 100 Employee

• Customer Service Manager

  • Feb 2002 - Nov 2003

  • Headed up a Sales and Service operation totalling 30FTE to support the expanding customer base • Transitioned the existing operation to a new site incorporating new technologies to drive and improve first time resolution and improve the customer experience via online and automation • Delivered considerable cost efficiencies across the operations • Headed up a Sales and Service operation totalling 30FTE to support the expanding customer base • Transitioned the existing operation to a new site incorporating new technologies to drive and improve first time resolution and improve the customer experience via online and automation • Delivered considerable cost efficiencies across the operations



Virgin Media

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Various Roles

  • Feb 1994 - Jan 2002

  • Training Manager (Consumer Digital Operations) • Operations Manager • Sales Team Manager • Inbound/Outbound sales advisor • Training Manager (Consumer Digital Operations) • Operations Manager • Sales Team Manager • Inbound/Outbound sales advisor