Alex is an innovative and confident professional with over 15 years’ senior management experience gained in customer services and call centres, CRM, telesales, field operations, internet support and sales and 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 UK FS 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.