Profile

Experienced CRM implementation Senior Business Analyst/Consultant with full project lifecycle experience across a range of market sectors and clients.  Call Centre Consultant and Senior Manager with 15 years experience in large scale implementations, business reviews, change initiatives and multi site operations.  Former Solution Consultant undertaking projects for Call Centre, CTI, IVR and Multi-Media Messaging technologies and business process.

Experience and Key Achievements

• Delivered Call Centre AHT reduction project for large UK  based retailer of home computers and FMCG. Delivered reduction in AHT of 15%, FTE reduction of 40.

• Analysed call handling processes to identify opportunities for improvement.

• Investigated call routing strategies to identify resourcing inefficiencies and improvements for the customer experience.

• Developed spreadsheet model to quantify effectiveness of revised call handling processes.

• Presented findings and recommendations to project board for approval.

• Negotiated system enhancements and access to deliver call handling time reduction.

• Contributed to the development of training programme for roll out to agent population.

• Led Help Desk fault diagnosis process re-engineering project with large UK based retailer of home computers.

• Facilitated SME workshops

• Captured and documented outputs

• Analysed results and identified opportunities for improvement and changes to business process.

• Negotiated system enhancements to deliver process improvements

• Documented recommendations, action plan and implementation road map.

• Extensive enterprise CRM project experience with large, UK based, Mobile phone operator including:

• Development and implementation of Clarify solution within the Life Cycle Management contact centre.

• Business review of existing Clarify (CRM) Clear Sales implementation.

• Recommendations for use of Clarify for the management and development of strategic relationships.

• Undertook five week scoping exercise with Netherlands based telco’.  The key focus areas for the exercise were the deployment of Clarify for Order Management, improved Trouble Ticketing and support for Sales and Marketing functions.

• Advised Paris based customer employing Clarify Clear Support creating strategy to further develop implementation building upon success of current deployment, implementing latest release and web based e-Support tools.

• Evaluated benefit of employing single national telephone number for 66 distributed sites.

• Recommended choice of 0870 network employing advance area and geo’ link functions.

• Specified system requirements for speech recognition solution, negotiated with suppliers for the sales and support of system.

• Project managed implementation and phased launch.

• Identified opportunities for expansion of successful small advance sales call centre. 

• Specified and procured systems.

• Call Centre subsequently doubled in capacity with a project budget of £500k.

• Sales increased to £14 million per annum.

Profile

Consultant and Senior Call Centre Manager with 15 years experience in large scale implementations, business reviews, change initiatives and multi site operations. Former Solutions Consultant for Call Centre, CTI, IVR and Multi-Media Messaging technologies and business process. Experienced CRM Senior Business Analyst/Consultant with full project lifecycle experience across a range of market sectors within both domestic and international client organisations.

Experience and Key Achievements

• Undertook organisational review for specialist London based call centre providing professional indemnity insurance to the medical profession leading to significant cost savings and improvements to member service.

• Implemented large recruitment campaign for UK based vehicle glass replacement company. 85 Call Centre agents within four months. Process included telephone interviews and assessment centres.

• Executed internal recruitment and training initiative to “home base” 30 existing employees. Designed and facilitated assessment centres, created and delivered “technical” training.

• Accountable for all elements of the project including design of system architecture, specification and procurement of call centre systems.   Directed building refurbishment, preparation and recruitment of management team.  Project budget £2.5 million.  Project completion 4 months from Board approval.

• Solely responsible for bringing a newly built call centre to operational status in four weeks, including recruitment, training, management and motivation of staff, design of processes and procedures and liaison with system suppliers and maintainers.

• Identified opportunities for expansion of successful small advance sales call centre.  Specified and procured suitable systems.  Call Centre subsequently doubled in capacity with a project budget of £500k.  Sales increased to £14 million per annum.

• Undertook large recruitment campaign for UK based retailer of home computers and FMCG. 110 Call Centre agents within three months. Process included telephone interviews and face to face interviews.

• Business and process design authority for 280 seat Directory Access call centre in Istanbul, Turkey.  Accountable for the overall design of call centre systems including Meridian 1 PBX, Symposium Call Centre Server, Periphonics IVR, Call Sponsor CTI and Nortel Directory 1 and GDA systems.

• Extensive enterprise CRM project experience with large, UK based, Mobile phone operator including:

• Business review of existing Clarify (CRM) Clear Sales implementation.

• Recommendations for use of Clarify for the management and development of strategic relationships.

• Development and implementation of Clarify solution within the Life Cycle Management contact centre.

• Undertook five week scoping exercise with Netherlands based telco’.  The key focus areas for the exercise were the deployment of Clarify for Order Management, improved Trouble Ticketing and support for Sales and Marketing functions.

• Accountable for the development and implementation of speech recognition information system.  Specified system functionality, prepared invitation to tender, identified supplier, negotiated contract and directed implementation.

• Evaluated benefit of employing single national telephone number for 66 distributed sites.  Recommended choice of 0870 network employing advance area and geo’ link functions.  Directed development and launch.

• Directed the refurbishment of a large London call centre (8 million calls per annum), including installation of new Automatic Call Distribution system, IVR system, staff and management training and implementation of an overflow call answering facility with a second call centre.

• Experience in maintaining service delivery during major telephone system failure.  Implemented business recovery strategy, identified cause and effect, developed and implemented action plan to ensure that impact upon business was minimised.

• Experienced Training Manager operating at both tactical and strategic levels.