The entirety of my career has been spent within call centre and outsource management functions, during which I have attained over 18 years of hands-on experience in in various managerial roles on an international level. Throughout my career, I have continually exceeded targets and championed world-class customer service with the careful application of both my own innovations and well-established methodologies and strategies that have proven to succeed time and time again. I continually strive to outperform the competition and seek ways to excel in all areas. I thrive in deadline-driven, fast-paced environments, with a proven ability to deliver exceptional results in a short space of time, such as my restructuring of practices and implementation of new call frameworks of customer service paradigms, re-training consultants to improve revenue and customer satisfaction levels, and establishing new workflow processes for leads management. I am now looking for a challenging new position and confidently believe I am an ideal candidate for the advertised role. My key qualities include the ability to examine, identify, and create opportunities and new ideas in operational development; absorbing complex commercial information to develop strategies and solutions; sustaining excellent interpersonal communication skills to form effective relationships; strong influencing and negotiation capabilities. Additionally, my determination to represent the voice of the customer and champion their needs is always the foundation of what I do, delivering both world-class customer service and bringing significant benefits to your operation. With specific focus to the details outlined in the job specification, I would like to mention the following points for consideration; • I have a strong knowledge of all aspects of Call Centres which includes technology, people management, processes and implementation • Throughout my career I have worked with multiple clients from a diverse range of industries on projects ranging from marketing to competitions, surveys, customer experience strategies. • I have incorporated into the call centre operation a wide range of technologies and communications channels in support of various client initiatives. These include the use of voice, snail mail, digital platforms and social media as well as AVM/IVR • I have successfully implemented and serviced multiple SLA’s • My career growth is centred around analytics and interpreting data to better understand the landscape and turn that into strategies to deliver the best possible performance by correctly training, coaching and upskilling my teams Considering these points listed above together with my 18 years in the Call Centre / BPO industry, I believe I am a suitable candidate for the position advertised. Please do not hesitate to contact me so that we can arrange an interview to discuss my application in greater depth.