Driven Operations and Contact Centre Manager experienced in leading leaders, strategic planning and developing high performing business units. An effective transformation and change manager with success establishing new roles and teams, implementing initiatives and campaigns that increase performance, improving employee engagement and driving continuous improvement through project management within the business. I am highly experienced in identifying opportunities to improve and streamline processes ensuring teams are focused on high value objectives and low value work is automated or eliminated. I have an in depth experience and understanding of Customer Retention, Sales and Service strategies across inbound, outbound and digital platforms within retail networks and Contact Centre’s. With a passion for coaching and developing people I have demonstrated success in recruitment, establishing offshore teams, coaching and quality assurance frameworks, future leader programs and managing a cost centre. I am passionate about delivering first class customer experiences through the creation of consistent and transparent environments that support the development of people and drive a high performing, highly engaged culture.