CV, Experienced Head of Insight and Engagement Centre

I am currently available for work
Serial No: 14870

Skills keywords: operation management, project management, research management, strategy management
Short Bio:

I am a professional contact and insight centre manager with seventeen years management experience, twelve of which have been spent working in the Netherlands, Germany and Belgium.
Responsible for departments with up to 100 agents, with responsibility for Customer Service, Research, Insight and Engagement, Sales and Collections teams

Current location: England, United Kingdom - View on map
Nationality: British
Preferred Sector of Employment:  General Management, other
Spoken languages: english
Location I am interested in working: Anywhere

Education & Qualifications

Prince 2 Project Management
NCOI Project Management
MS Project
Train the Trainer
Melita Phoneframe Supervisor
Call Centre Management
Process Design
CRM Implementation Manager
Call Centre Benchmarking
Contact Centre Management

Key Skills

• Mediating skills
• Team work
• Analytical skills
• Process design and improvement
• Contact Centre Management
• Competent with Microsoft Office programmes, predictive diallers, COGNOS, Siebel Automotive, Lucent, CRM, GSSN, and G.I.S.
• People Management
• Customer Service Management
• Key Account Management
• Strategic Management
• New business development
• Customer Relationship Management

Work Summary

June 2013 to Present
Impetus Automotive, Warwick, Warwickshire
Insight and Engagement Centre Manager

Hired to implement ECRM strategy to improve results, efficiency, and profitability of the research and outbound centre, leading to the creation of a specialised Outbound Sales Team

Led the development of a new customer loyalty program with 10 select automotive clients, which was implemented throughout the company

Designed new sales programmes in conjunction with clients which have generated multi million pound extensions to existing contracts

Won the contracts to run the outbound calling activities for Volvo Cars UK, Vauxhall UK, VW Group and Porsche AG for all B2B trade sales programmes for the UK

Designed and implemented ISO certified Operating manual

• Operational Manager for 28 internal & external researchers

• Management of existing and future commercial arrangements with external research partners

• Commercial negotiation with external Research agencies.

• New business and development management with director level corporate clients

• Project management of time sensitive KPI’s with external research agencies primarily to ensure timely delivery and quality of research data and key standards are met

• Responsible for all Global research and outbound calling projects

• Report directly to Board

• Increased turnover by 900% in my first year by implementing strategic reviews of existing contracts with clients and gaining new business

• Increased Outbound calling volumes from 40, 000 contacts per year to the present 100,000+ contacts

• Within the last year the department has run 45 various outbound / inbound campaigns all of which have generated net revenues of at least 50% and as high as 400%

Nov 2011 to Nov 2012
Confidential Contact Centre, Warsaw, Poland
Call Centre Project Consultant

• Control of financial and asset resources in the delivery of services for which I had management responsibility

• Responsible for the management and development of a range of services and the staff that deliver these services, as well as external suppliers / contractors or through shared service arrangements as appropriate.

• Responsible for the overall organisation and performance of the Contact Centres customer interface to include all customer access channels.

• Implemented new staff recruitment process including the training and development of new employees

• Promoted the development of a customer focused culture at all levels across the company by promoting the further development of systems and approaches for managing and responding to initial contact with the public and other agencies

• Responsible for 25 technical consultants and 20 call centre agents

Jun 2011 toNov 2011
Hewlett Packard HP, Belgium, Leuven, BE
Call Centre Project Manager

• Implementing new business processes after carrying out full audit of processes, systems and people

• Ergonomic design for PDA’s for external clients, created new ergonomic rules

• Test Management of new applications in conjunction with end users and suppliers

• Bringing in new business using automotive contacts

• Developed a service business plan and work plan to support the corporate priorities to ensure high standards of customer service

• Line manager for three Operation Managers with responsibility for 30 inbound / outbound FTE

• Responsible for client service and project updates

Aug 2009 to May 2011
Mercedes-Benz Customer Assistance Centre N.V., Maastricht, NL
Operational Management New Business and Process Design

• Responsible for planning, organizing, securing and managing resources for multiple projects

• Managed multi million pound budgets

• Lead Project Manager for Pan-European roll-out of new systems for Mercedes-Benz Roadside Assistance services

• Implementing new processes, hardware, training of all Roadside Assistance operatives

• Designed and implemented new ergonomic design for in house computer systems and PDA’s

• Test Management for new processes, campaigns and system changes

• Line Manager for 25 – 50 agents including training and recruitment as required

• Key Account for Mercedes-Benz UK technical campaigns, additional responsibility to provide Dealer network with updated process manuals following the ISO 9000 / 9001 standards

• Contact partner for all IT issues as member of unit steering committee

Jun 2006 to Aug 2008
Mercedes-Benz Customer Assistance Centre N.V. (former: DaimlerChrysler CAC)
Senior Operatins Manager for the United Kingdom Board of Management

• Responsible for responding to queries and complaints by the media, VIP customers and correspondence addressed to both the DaimlerChrysler Board of Management and the United Kingdom Board of management

• Manager for 10 senior Customer Service agents

• Monthly visits to DaimlerChrysler Stuttgart HQ to provide updates of all on-going media and customer issues, delivering reports to After-Sales Board of Management

• Benchmarking of existing Customer Service standards, KPI’s, SLA’s and FTE

• Recruitment of staff and training for Customer Service, Technical teams and Board of Management team

• Responsible for two Operations Managers and 50 FTE across the Customer Service units including Central European and Scandinavian markets

• Implementing new CRM systems and processes in partnership with DaimlerChrysler national headquarters

• Key Account Management for new business from DaimlerChrysler A.G. and Mercedes-Benz UK

• Responsible for the migration of the Chrysler Contact centre into DaimlerChrysler Customer Assistance Centre

• Project Manager for Customer Service Data management and quality

Apr 2001 to Jun 2006
Mercedes-Benz Customer Assistance Centre N.V. (former: DaimlerChrysler CAC)
Operations Manager for the United Kingdom Customer Service Centre

• Line Manager for two Operation Managers and 35 agents

• Ensuring SLA’s, KPI’s achieved

• Weekly / Monthly meetings with DaimlerChrysler UK management

• Quartile meetings at Mercedes Benz UK HQ to discuss FTE budgets

• Recruitment and training of staff

• Responsible for the daily operations for all incoming and outbound contacts with customers, correspondence, SLA’s, escalated complaints and enquiries

• Implementing new quality standards and customer focused call scripting

• Key Account Management for Mercedes-Benz UK to ensure that all campaign work carried out correctly, to budget and achieving agreed SLA’s and KPI’s

• Monthly site visits to dealerships to discuss with Dealer Principals issues they have with customers, company guidelines and the Contact Centre

• Planning and forecasting for staffing for all campaign work

Sept 1995 Apr 2001
Franklin Mint Limited
Operations Manager for the Inbound / Outbound Collections and Customer Service

• Line manager for 50 multinational agents for Collections, Sales and Order line

• Oversaw the implementation of predictive dialler technology into Call Centre

• Ensuring SLA’s achieved

• Staff recruitment and training

• Department sales and performance targets

• Implemented new quality standards to fit to company corporate standards

• Half yearly visits to company HQ in Philadelphia for training on new business programmes