Flex Manager
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Call Centre Consultant

Call Centre Consultant

Work Experience

Curriculum Vitae

Professional Summary
A very experienced consultant who has specialised in the expanding Call and Contact Centre marketplace who has worked in most industry verticals. Extensive knowledge of all aspects of contact centre set-up and operation including e-business, the web and CRM built up over more than 15 years in the industry, now looking to leverage this skill within the interim management arena.

An outstanding communicator at all levels with a unique skill to present complex solutions in a simple and understandable way to a variety of audiences emphasising the business benefits. Strong in a wide range of practitioner skills and is successful in building lasting client relationships, very results driven. However, pragmatic and enthusiastic in his approach to developing and delivering the right solutions for a client’s requirements.

Business Experience
Last permanent role was as Head of Consultancy with both delivery, managerial and P&L responsibilities in an independent Telebusiness consultancy. Successful customer engagements included all aspects of Call and Contact Centre disciplines including operational reviews of major financial services and travel call centres, strategy development for a financial services client, implementation / project management for an IT organisation and process re-engineering for a leisure company. In addition, three months consultancy working in a dot com start-up on systems development and implementation and resource development and implementation for a major motoring organisation and emergency services.
In addition is a wealth of experience in the design, selection, implementation and operation of all aspects of a Call Centre, now extended into contact centres. Key areas include package and component selection, integration, training and strategic planning. Solid project management skills are core demonstrated by his management of complex technical projects developing total system solutions through from requirements to operation, especially in short timescales.

Earlier experience within a Blue Chip IT organisation provided both consultancy and management opportunities including outsourcing of services, contact centre set-up and implementation especially in the field of mission critical applications.

Career History

Telebusiness Partners 1998 to 2002

Senior Consultant then Head of Consultancy for a Telebusiness company providing Consultancy, Training and Outsourced Services recently setting up their own call centre.
Responsible for all phases of the consultancy cycle including: -
• Product Development – Developing new consultancy offerings
• Selling – Customer Calls, development of proposals, follow-up and contract negotiation
• Delivery – Actual delivery of projects, reporting back to senior client management, including the management of junior staff involved on projects.
Responsible for the day to day management of a small team of consultants plus the development of any technical infrastructure within the business. Reporting directly to the managing director, P& L responsibility and staff development. Designed and built the new in-house contact centre.

IBM UK Ltd. 1982 to 1998

Call Centre Consultant delivering a range of consultancy for IBM clients including banking sector and white goods manufacturers. Also delivered project management engagements for both internal and external clients.
Technical Consultant and Systems Manager for the Customer Service Call Centre
Established by IBM as an autonomous business operation to facilitate all incoming telephone calls to IBM service and support units. Designed from the outset to be a Best of Breed operation using the latest techniques.
Role within the centre included: -
• Key member of the Centre\'s Management Team involved with day to day operational issues. Responsible for the technical development of the centre.
• One of the team who instigated marketing drive to offer Call Centre services externally both on a Consultancy and Managed Service basis.
System Implementation Project Leader Total responsibility for the test, scope, customisation and implementation of IBM\'s current call management system.
Software Development Project Leader/Analyst Responsible for the largest development of the UK written Call Management application since it\'s original specification. Leading a core of four programmers for twelve months and additional contract resource as required.

Customer Engineer /Co-Ordinator Responsible for delivering a repair service to a customer base of approx. 1,000 machines, primarily office products and small systems within the Central London area.
Young & Co Brewery 1979 to 1982

Public House Management Responsible for some of Young\'s largest Managed Houses in an annual and holding relief manager environment. These establishments included ones with both restaurants and function rooms and employed up to 60 full and part time staff.

British Broadcasting Corporation 1973 to 1979

Installation Engineer Refurbishment of studios. Design, price and build aspects of new studio installations. These include the Parliamentary Broadcasting Studios at Westminster and the BBC Mobile Stereo Outside Broadcast Vehicles.

Education

Qualifications:- 8 CSE (3 Grade 1)
7 GCE \'O\' Level
Ordinary National Diploma in Sciences (Distinction in Applied Electronics)
Passes in a number of IBM Management and Technical Courses

Personal

Date of Birth : 28th November 1953, British, Married, 2 Children.
Interests: Classic Cars and their renovation, Motor Sport and cooking.


Education

Qualifications:- 8 CSE (3 Grade 1)
7 GCE \'O\' Level
Ordinary National Diploma in Sciences (Distinction in Applied Electronics)
Passes in a number of IBM Management and Technical Courses


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