Wendy (2): Experienced Hands-On Manager and Director

Wendy is a highly experienced hands-on contact centre manager and director whose expertise spans the set up, project management, outsourcing and general management of complex in-house and multi-client contact centres.

• Oversaw the doubling of a major utility’s critical call centre outbound acquisition operations within four months. This work included bringing some previously outsourced sales functions back in-house, in extremely tight timescales.
• Telemarketing Manager for a major contact centre outsourcer, managing the outbound sales and acquisitions teams for one of the world’s biggest IT and software companies.
• At a major travel-related company project managed a A$2.4 million+ call centre set-up within challenging timescales and budget.
• Also managed a national green-field site, with sole responsibility for account management and contract negotiations, winning and managing several major telesales campaigns. This was a 500-strong, 7 days-a-week operation.
• Successfully project managed the implementation of a high profile and complex Government contract on behalf of a leading outsourcer within timescales and budget.
• Has improved and re-defined several contact centres’ recruitment and retention strategies and has recruited and assessed around 400 managers. Has also designed and been involved with several high volume recruitment events for major contact centres and outsourcers.
• Has been part of several successful bid teams for new contracts and development of existing contracts within various business sectors.