- Leicester, GB
- £7 /hr
- Available now
Having extensive experience in creative writing and writing within diverse business envronments, I am a professional and hard working Freelance Writer. A combination of a BSc Sciencemore...Having extensive experience in creative writing and writing within diverse business envronments, I am a professional and hard working Freelance Writer. A combination of a BSc Science Degree, over 12 years of experience in business environments and an ongoing love of creative writing, I have a unique blend of talent and experience that enables me to adapt engaging and professional writing for many different purposes. If you need articles or reports written in a technical, business or creative format, you will find that I can deliver excellent and engaging pieces with the utmost concern to your deadlines and qualitative requirements. Currently expanding my Freelance roster, I write reports and articles for my past business contacts, whilst also working on scripts for the comic book industry.
Area Covered: All UK
Work Experience Summary: ACCENTURE: Jan 2007 •Jun 2008
20 Old Bailey, London, EC4M 7AN.
Management Consultant - CRM
ï‚§ Led the Regionalisation and End to End Service Delivery Transformation project for BT Global Services’ 3rd largest Global account with Reuters worth £1.9bn. Service delivery of IP Network connectivity to Reuters Global customers.
ï‚§ Created opportunity for Outsource Supplier Strategy and consulted with BT Director to create efficiency in the engagement of their existing and new outsource suppliers in India [Outsource Suppliers • Tech Mahindra and Infosys. Onsite • 22 Offsite (Pune, India) • 25]
ï‚§ Offshore countries serviced • APAC Countries supported from Singapore, North America countries supported from Reston, VA, USA, EMEA countries supported from Brentwood, UK. Total agent capacity • 47.
ï‚§ Project management of development and implementation of service delivery workflow tracking and MI system for BT Global Services.
ï‚§ Development of Customer Experience Strategy for BT Business Broadband and business process analysis and re-engineering to achieve 95% Right First Time target.
ï‚§ Thought Leadership contribution and assets to internal Accenture Knowledge Articles around Customer Contact and Customer Experience Strategy.
ï‚§ Mentor to Loughborough University undergraduates as part of the Loughborough University Student Mentoring Scheme.
DATAFORCE GROUP LTD: Mar 2006 • Nov 2006 [Contract Role]
Moulton House, Pondwood Close, Moulton Park, Northampton, NN3 6RT.
Client Relationship Manager
ï‚§ Developed commercial P&L model for Dataforce’s largest client.
ï‚§ Drove contractual relationships, developing, negotiating & implementing SLAs and pricing plans to Dataforce budgetary limits.
ï‚§ Full commercial and operational ownership of £3.2million per annum client account.
ï‚§ Manage KPIs to SLAs for Contact Centre, Campaign Services & Logistics operations in line with Client deliverables through strong people management methodologies and process improvements.
ï‚§ Consultative customer contact strategy development for key clients • with operational strategic advocacy at contact centre, fulfilment & campaign services level.
ï‚§ Outsourced contract for Crown Collections Client, UK subsidiary for Norwegian parent Samlerhuset. Contact Centre seats managed • 45, Campaign Services • 23, Fulfilment Services • 35.
ï‚§ Leveraged Business Intelligence Customer Analytic capability of Dataforce to positively impact client’s DM response rates.
SAMSUNG ELECTRONICS European HQ: May 2003 • Jan 2006
Samsung House, 1000 Hillswood Drive, Chertsey, Surrey, KT16 0PS.
European Contact Centre & Vendor Manager
ï‚§ Created and drove the pan-European contact centre strategy across 10 European subsidiaries involving 9 contact centre sites.
ï‚§ Strategic management of Samsung’s customer experience through contact centres for Europe.
ï‚§ Sourcing and contractual engagement and subsequent management for all European outsource partnerships.
ï‚§ Contact Centre Site Location [Serviced Countries](Vendor Managed) • Edinburgh/Shannon, Ireland [UK & Nordic Countries](Sykes) • Amsterdam, Netherlands [Netherlands & UK](Sykes) • Bochum, Germany [Germany & Austria](Sykes) • Budapest, Hungary [Hungary, Czech Republic, Slovakia](Sykes) • Lugo, Spain [Spain & Portugal](Sykes), Milan, Italy [Italy](Televoice) • Paris, France [France](SNT), Warsaw, Poland [Poland](Call Centre Poland) TOTAL SEATS MANAGED • 650.
ï‚§ Full ownership of contractual management of 3rd party outsource vendors with full P&L ownership and management for each European subsidiary.
ï‚§ Control and monitor executive evaluation of contact centre activity across Europe employing consultative people management and process improvement project management.
ï‚§ Project management of SAP CRM, Knowledge Management System, European Service Data Warehouse and MI system, Call Recording System and real time service tracking systems implementation and ongoing development.
ï‚§ Full project management of end-to-end contact centre implementation for all contact centre sites.
ï‚§ Ownership of Samsung’s pan-European customer contact strategy including engagement of subsidiary C-level stakeholders to drive and deliver next generation initiatives and projects to elevate Samsung Europe to the forefront of customer care excellence and experience in the electronics industry.
CENTRICA PLC: Jun 2002 • Apr 2003 [Contract Role]
Millstream, Maidenhead Road, Windsor, Berkshire, SL4 5GD.
ï‚§ Developed Annual Operating Plan 2003 to reduce high staff turnover, increase sales to target and introduce progression-planning model.
ï‚§ Implementation of call recording system (Eyretel) to support compliance business processes and revamped data utilisation processes.
ï‚§ Business process reengineering for telesales with volume forecasting model to support resource planning.
PROSPEC LTD: Nov 2001 • May 2002 [Contract Role]
25 Main Street, Hamilton, Ontario, L8P 1H1, Canada.
Director of Operations
ï‚§ Business analysis of current state of operations with operational plan for contact centre development and improvement.
ï‚§ Sourcing and project management of Touchstar predictive dialler system
ï‚§ Development and conceptual design of enhancements to in-house CRM system in line with Touchstar implementation.
ï‚§ Consultative role in developing existing management structure including training on effective people management techniques.
ï‚§ Business process reengineering for all outbound telesales and inbound customer service processes.
MICROSOFT CANADA: Nov 2000 • Oct 2001
1950 Meadowvale Blvd, Mississauga, Ontario, L5N 8L9, Canada.
Contact Centre Manager
ï‚§ Management of contractual relationship with 2 outsource vendors.
ï‚§ Developed call volume forecasting model and resource planning process.
ï‚§ Developed Microsoft’s first ever outbound telesales campaign in North America for Office XP and Small Business Server products.
ï‚§ Full operational management of contact centre operations • initially direct management of support staff followed by development of management structure.
FANEUIL GROUP: May 1999 • Nov 2000
170 university Avenue, Toronto, Ontario, M5H 3B3, Canada.
ï‚§ Drove the adoption of and implemented Bell Canada’s first outbound telesales campaign for broadband internet product in line with inbound sales teams.
ï‚§ Implementation of Bell Canada campaign call quality and compliance project; call recording system implementation project management with Eyretel Call Recording System.
BANK OF MONTREAL MASTERCARD: Sep 1998 • Apr 1999
302 Bay Street, 10th Floor, Toronto, Ontario, M5X 1A1, Canada.
Customer Service Manager
ï‚§ Implemented KPI measurement & customer satisfaction measurement processes; increased service levels from 73% - 85% and drove increases in customer satisfaction.
ï‚§ Developed customer service lead generation capability to support telesales function increasing new business sales by 15%
FINANCIAL SERVICES INDUSTRY (UK): Aug 1992 • Apr 1998
Mortgage Underwriting, Financial Planning. (incl. attainment of FPC I in 1996)
Education Summary: BSc (Hons) Applied Biological Sciences. - 1992
Professional English Business & Creative Writer