Alex: Innovative and Confident Professional with Extensive Exposure to a Variety of Sectors

Alex is an innovative and confident professional with over 15 years’ senior management experience gained in Customer Services & Call Centres, CRM, Telesales, Field Ops, Internet Support and Sales & Marketing. In addition, he has extensive exposure to a variety of sectors internationally, from small, localised companies to large multinationals.

Alex always maintains a motivated workforce using sophisticated but fair performance management fundamentals. He has 10 years’ experience of outsourcing, with responsibility for operations across multi-site operations. Some memorable moments from Alex’s career include:

• Direct responsibility for Barclays Direct Mortgages and The Woolwich Brand across three Contact Centre sites, with operational responsibility on a day-to-day basis in addition to a longer-term strategic role, radically improving processes and winning a Direct Sales Industry Award.
• Provided operational direction and strategy for all Customer Contact within the multi-branded Bank of Ireland’s UKFS operations, implementing technology, processes, site strategies and outsource partner selection for all Divisional Contact Centres within the Group. This ultimately reduced operating costs by 30% and improved lost opportunity conversions by over 20%.
• Working at Prudential in 2003, establishing a Centralised Complaint Handling unit across three virtual sites, covering all group products.
• Improving Customer Retention sales by over 25% whilst working with Alltel in a complex, regulated environment and changing customer contact strategy, operations and performance reward mechanisms.

Read more manager case studies