1. A N G E L A W A L L A C E
E-mail: mrsangewallace@gmail.com Mobile: 07949148528
HTTPS://UK.LINKEDIN.COM/IN/ANGEWALLACE
PERSONAL PROFILE
Progressive Head of Contact Centre Leader placing people engagement, customer excellence and process
improvement at the heart of delivering exceptional business results in a contact centre environment in Telecoms,
Utilities, Media and On-Line Retail settings. A tactical, resilient and authentic leader, who combines a genuine interest
in the welfare of others with a passion for creating high levels of performance. Possesses a track record of success in
consistently exceeding business targets by deploying an adaptable, versatile and innovative approach to seeking
options and alternatives that drive business performance to the next level.
KEY SKILLS
• Business Leadership – Managing growth and subsequent organisational change by inspiring and
motivating high performance in teams, utilising strong stakeholder management and engagement
capabilities.
• Business Transformation – Deploys expertise and adds tangible value across operational change,
realising results by defining and implementing effective strategies to support business needs in rapidly
changing environments.
• People Development – through mentoring and coaching to support goal setting and the creation of
strategies or actions that will increase their performance.
• P & L Management – managing people/financial resources to achieve service levels and optimise
resource and budget for up to 600 ftes. Responsible for management of site budget and site
contribution to business cost to serve.
• Communication Excellence – Translating complex business objectives into communications that
engage, inspire and motivate people at all levels by utilising strong influencing skills to reinforce
business critical messages.
• Strategic Vision – analyses and evaluates the strengths and opportunities for improvement of
organisations, to create customer excellence and outstanding business performance.
PROFESSIONAL EXPERIENCE
Boohoo.com 2016 -
Head of Customer Service Operations
Lead the customer service operation through a period of transformational change that increases the number of
channels to serve the customer, strengthens leadership capability, improves both customer and employee
satisfaction and reduces cost to serve by increasing first time resolution rates. Design, deliver and embed change
to people, process and systems that will create a world-class digital customer experience.
Key Achievements:
• Successfully introduced live chat into the boohoo customer service proposition. Allowing customers
more choice in their interactions, quicker resolution of their issues and reducing complaints by 60%.
• Improved response time for customer complaints from 24hrs to 4hrs with the creation of a second line
support team within customer service.
• 48% reduction in the value of chargebacks resulting from fraudulent on line transactions.
• Restructure of operational leadership roles within customer service to increase coaching and
development for our people. Improved empowerment and opportunities for growth into new roles with
structured succession planning.
Core Components of Role:
• Transformational Change – responsible for creation and delivery of a programme of significant change.
Restructure of the CS Team, supporting the selection and implementation of new IT systems that improve
customer experience by giving more contact choice and improving resolution rate. Review and create
processes that increase customer satisfaction and reduce cost to serve.

2. • Operational Leadership - Leading the senior leadership team through the transformation of the
customer service operation and delivery of business results by developing, coaching, motivating and
supporting them to achieve their potential.
• Customer Excellence - building a clear plan and strategy for the customer service model of the future
and implementing change that will ultimately deliver world-class service. Improving overall customer
satisfaction levels and contributing insight to other areas of the business that will improve customer
satisfaction at a transactional level.
• Relationship Management – build and maintain excellent working relationships across all areas of the
business, communicating customer feedback that supports my peers in their decision making process
to improve customer growth.
BSkyB 2011 – 2015
Head of Service Centre – Stockport
Led the centre to deliver exceptional customer service, generate business growth through revenue, operate
efficiently and create an outstanding culture that promotes high levels of employee engagement. Designed,
developed and implemented strategies that deliver the overall business goals and objectives.
Key Achievements:
• Delivered world Class NPS (Net Promoter Score) results of 64%. First site to achieve this result and
the highest across the Sky estate (in house and partners)
• Increased sales through service conversion rates from 3% to 10% across the year, generating revenue
over the year in excess of £3.1 million. .
• Developed the site from a voice only service proposition to a truly multi channel operation with service
now being offered through voice, email, white mail, social media and live chat.
• Site lead for a project to create a new service proposition that continues to deliver improvements in
Customer and People satisfaction, operational efficiency and revenue, initially through radical changes
to the operating model and now through continuous improvements that further embed the structure.
• Reduced manageable absence on site from 10% to 5% over a 6-month period.
• Achieved a personal Leadership NPS (Net Promoter Score) of 86% based on the feedback of direct
reports.
• Finalist at the National Contact Centre awards for the last two years. Last year the site was recognised
as highly commended by the award judges
• Improved employee engagement by 12% from the previous year through the creation of a people
champ/staff forum.
• Managed a £15 million P & L for the site, achieved a 40% reduction in facilities running costs in 2014.
Core Components of Role:
• Leadership and Development – Management and leadership of approx. 600 FTE - led, developed,
coached and motivated a team of 7 senior leaders to deliver operational performance, customer
excellence and an engaged workforce.
• Creation of Site Strategy – designed, implemented and embedded strategies that improved and grew
all areas of performance across the site and contributed to the overall business goal. Ensured the site
ran efficiently and utilisation and financial targets achieved. Overall responsibility for site budget.
• Change Delivery – responsible for leading a culture that embraced rapid and frequent operational
change to provide continuous improvement in all areas. Utilised effective communication and
influencing skills at all levels to engage stakeholders and provide context to embed transformation.
• People Engagement – developed a culture that engages our people to be part of the Sky family and be
loyal to the brand, through communication, empowerment, development, support and recognition.
British Gas Home Services 2005 – 2011
Head of Contact Centre (2006 – 2011)
Led the Stockport contact centre to ensure successful delivery of business strategy and growth through
continuous improvement and creation of a truly customer and people centric culture.
Key Achievements:
• Site lead for national project to move to FCA regulated insurance-based customer offering.
• Completed a successful shift realignment that improved service levels to customers, reduced attrition by
60% and improved people engagement by 25%.
• Contact Centre lead for an efficiency project that saved the business over 10 million in operating costs
by reducing duplication and streamlining process.

3. • Improved sales via service performance by over 10% 2010, generating over 140,000 extra sales.
Core Components of Role:
• Site Leadership – Management and leadership of approx. 300 FTE through 5 direct reports in delivery
of business results and an improvement strategy through an engaged workforce.
• Operational Improvement – designed, built and embedded strategies that delivered and grew a
culture of continuous improvement.
• Relationship Management – built and maintained excellent working relationships with key
stakeholders across the business.
• People Engagement – created of a culture that promoted loyalty to the business.
British Gas Home Services – (2005 – 2006)
Customer Service Manager
T-Mobile – (2001 – 2005)
Customer Service Operations Manager
Orange PCS – (1991 – 2001)
Credit Control Clerk (1991-1992), Customer Service Supervisor (1992-1995), Business Retentions
Supervisor (1995-1996), Customer Relations Supervisor (1996-2000), Project Manager (2000-2001)
The Associates Financial Services – (1990 – 1991) – Finance Representative
Lloyds Bank - (1989 –1990) – Bank Clerk
EDUCATION AND QUALIFICATIONS
Wigan and Leigh Technology College
3 A Levels – Law, Economics and English – 1987 – 1989
Standish Community High School
8 GCSEs, including English Language and Mathematics – 1982 – 1987
ADDITIONAL INFORMATION
Outside of work I love to travel and explore different countries and cultures. I am also a keen amateur chef and delight
in cooking for my friends and family.