Ascensos

Operations Director

Responsible for our client services function centrally supporting relationship management of 25+ brands, 2000+ FTE (UK/Turkey/Romania/South Africa/Trinidad) 

Supporting transformational change for our partners within CX/Contact Digitisation/ Contact Management Strategy and customer Insights through technology and operating model evolution

In extension to partnership management, responsible centrally for our HR/Talent Acquisition and Learning Development functions ensuring our partners get the best talent, onboarded in the way that suits their brand and retained within a continuous improvement culture that benefits both customer and partner.

Director of Client Services

Partnership management for a key leading UK retailer
750 FTE+ £15m p.a. P&L ownership 
Customer care accountability for 3m+ omni channel contacts per annum
-  180% scaled growth onboarding x2 new nearshore locations
-  35% growth in digital contact via new channel deployment 
-  Both leading to considerable cost to serve reductions for our partner 
-  Implementation of 90% of our operating model moving to work at home
-  YoY improvement across all customer facing service level expectations
-  35% improvement in First Contact Resolution 
-  YoY improvement within CSAT scoring
-  40 point improvement in brand NPS 
-  Delivered via Insight/Recommendations that led to change within Supply/Logistics/Commercial
-  YoY improvement leading to above industry benchmarking across all people metrics 
-  Culture of development leading to 70+ internal promotions for colleagues into leadership/support roles

Various Companies

Various mid- senior leadership roles within Operations
-FCA regulated environments- Esure
-Telecoms- Three/Tmobile 
-BPO-beCogent/Capita/Kura

Operations

Award winning leader within the CX BPO landscape, focused on CX transformation, combining technology/data driven insight/location strategies with human centric design principles, and a track record in creating agile solutions that drive benefit to both brand and customer creating CSAT/ESAT/Operational/Revenue upside all at a cheaper cost to serve.

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