I am a passionate, ambitious young professional with over 10 years experience of working in people and customer focused roles specifically in the Call centre & Customer Service/Sales areas. I have gained a range of experience on leading and supporting an operation, both directly and indirectly through supporting my line manager work to the strategy of the client and business vision. I developed my foundation in people management skills from my role as a retail supervisor and quickly understood the benefit of engaging with people to drive maximum results. This built up the drive to succeed in any role I undertook and gave me a passion to embrace the people aspect of my roles, whether it be through liaising with them or influencing people through leading a team. My love for sales flourished whilst working as a Sales Executive for Arnold Clark, and actively being involved in influencing sales and managing key stakeholders to maximize revenue, this has grown with time to the point where I am determined to succeed and have those around me succeed. A key factor of my success as a people manager is down to my ability to identify and relate to different types of people, learning styles and experiences whilst keeping an open mind.
In 2013 I took the opportunity to support and establish our growing business in our India contact center as we moved into the Digital world.I currently lead the entire India operations across 3 clients giving me exposure to a variety of different verticals including Pay TV, Telco & Airline. This includes working across a variety of digital customer journeys including Webchat, Social Media, Email & back-office support.
I have experience with multiple platforms including Liveperson, Genesys, Salesforce, Lithium, Kana, e-res & various CRM platforms.
After concluding my time in India I moved back to the UK to take on the role of Global Operations Manager, this expanded role allowed me to further develop my operational leadership capabilities by working in a more matrix style environment.