Highly articulate, successful and above all, ethical, UK-based consultative business development professional and, more recently, management consultant. Consummate executive-level networker with a strong grounding in Business Process Outsourcing (BPO), contact centres, back-office and retail/branch and enterprise-wide performance optimisation solutions.
Specialties: Contact centre solutions. Customer Management. Operational Delivery. Customer Contact Strategy. Managed Services. Performance Optimisation. Multichannel (multi-channel, omni-channel). Channel Shift. Workflow Management. Call & Screen Recording. PCI-DSS. Quality Monitoring. Speech & Text Analytics. Digital. Front- & Back-office Workforce Optimisation (WFO) & Workforce Management (WFM). Skills/performance correlation. Learning Management Systems (LMSs)/e-learning. Contact centre, branch/store & back-office. Hosted Telephony & Contact Centre. Customer Interaction Management (CIM). Customer Experience. Customer journey. Voice of the Customer (VoC). Knowledge Base. FAQ. Interactive Voice Response (IVR). Cloud-based services (SaaS). Consultancy. Sales. Customer Service. Customer acquisition, retention and advocacy. Compliance. Target Operating Model (TOM). Recruitment, training, development and attrition management. Sales methodology. Business development. Proposition development. Go to market strategy. Senior Sales. Channel Management. Direct & Indirect Sales. Bid Management. New Business Sales. Account Management. Partner Engagement & Management. Board-level blue chip and SME client experience.