Telecommunications Industry Specialist with 11 years experience across technical support, marketing, customer service, RTT management,customer relationship and program management. A track record for delivery of revenue, cost, customer and people satisfaction programs. Experience across UK,US and Australian markets, with exposure to business and consumer segments.
Key Strengths include:
* Rigorous planning and execution discipline, to identify, monitor and deliver on sales, service or project targets.
* Ability to engage and relate to individuals at every level within and outside an organisation, be that leading and coaching teams, negotiating and managing customer relationships or working collaboratively in matrix teams.
* Proven strengths in customer management, using personal interactions and research to inform and address root cause of failure.
Specialties:
WFM planning & execution
Consulting on customer service and operational improvement strategies
Contact Centre leadership
Business improvement strategies & implementation
People leadership and coaching