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Chris Vale CV 23012017

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Chris Vale CV 23012017

  1. 1. Christopher Vale Flat 22, 23 Hulse Road, Southampton, SO15 2QZ 07950 103211 • chrisvale73@gmail.com Personal Statement I have workedinthe Contact Centre Industryforovera decade anda half,workingacrossboth the publicandprivate sectors. Inthat time I have workedinandmanagedoperational delivery,resource planning,qualityassurance&technical departmentsacrossa variedrange of marketplaces including,financial servicesandtelecommunications. Thisdiverse mixof roles andsectors Ibelieve has givenme a unique understanding, andbalanced approachtoworkingin the challenging, fast paced& everchangingenvironmentwhichmake up a modern customercentricomni-channel contact centre. Key Skills & Knowledge The skillslistedbelow have givenme the abilitytounderstandthe challengesandissueswhich contact centre operationsface.Ibelieve thatthese skillsallow me toworkwell withall parties involvedwiththe deliveryof asuccessful operation, withalevel of expertise whichaidsand facilitatesinthe successof a businessatall levels.  Operational Management(Acrossanumberof disciplines)  BudgetaryControl  StakeholderManagement(Atall levels)  Resource Planning&Optimization  CustomerExperience &EngagementMapping/Optimisation  MI Interrogation&Data Analysis  Telephony/IVRInfrastructure Design&Implementation  BusinessProcessImprovement &Transformation  Change/ProgramManagement In mycareer I have seenthe contactcentre industrygrow and change dramatically, Ihave seennew technologiesemergeand tried&testedsolutionsdevelop, andIhave beenfortunate enough to workwithmuch of that technologyincluding;  Voice Biometrics  SpeechAnalytics  Workforce OptimizationPlatforms(WFMs)  CustomerRelationship ManagementPortal (CRMs)  Self-Serve &Smartphone Applications  WebPortals  Live Chat  VideoChat  Telephony&IVRPlatforms
  2. 2. Employment History Director, PPP Management Consulting Limited, Southampton (From Oct 2011 –To Present) Company Overview PPPManagementConsulting aspecialistCustomerExperience&CustomerContactconsultancy whichoperatesacrossinbound&outboundcustomercontactenvironments,coveringboth front and back office operations. Description of Role I am the Directorof and sole ownerof thiscompany. We can assist your business with:  Target Operating Model Design & Implementation  WFM & WFO Solutions for customer facing and non-customer facing operations  Voice Biometric & Speech Analytics Solutions  Telephony Design and Implementation including Omni Channel Routing Solutions  CRM Platform Solution and Optimization  Operational Management and Delivery of Contact Handling Environments  Operational planning & Delivery of contact centre projects and programs at all levels IVR Consultant, iD Mobile (Dixons Carphone Warehouse), London (From May 2016- To Present) Company Overview iD Mobile isa mobile virtual networkoperator(MVNO)operatinginthe UnitedKingdomasiD Mobile Limited,operatingonthe Three network.ItisownedbyCarphone Warehouse andwas launchedon12 May 2015 Description of Role I returnedto thisrole to continue todevelopthe IVRstructure forthe company’sMVNOproposition (iD),lookingatthe goalsof the company andthe needsof its customerinthe everchangingdigital marketplace,thentransformingthose intotangible IVRinfrastructure propositions anddesign documents. Achievements and responsibilities:  Advise the businessoncurrentContactCentre trends& technologies  Advise businessoncustomercontactbehaviours  Advise businessonbestpractice contactIVRhandlingprovisions  Advise businesson whatmakesanoutstandingIVRexperience  Advise businessonnewandemergingtechnologies  DesignIVRStructures  Create IVRDocumentation  ImplementIVRstructureswiththe businesses 3rd Party Supplier
  3. 3. Back Office Resource Planning &MI Consultant, AXA Insurance, Redhill (From Jan 2016- To May 2016) Company Overview AXA isa multinational insurance firm;the AXA GroupoperatesprimarilyinWesternEurope,North America,the AsiaPacificregion,andthe Middle East. Description of Role My role wasto developaresource requirements& optimizationmodelusingExcel forAXA’sclaims handlingdepartment. The departmentwassplitintotwofunctional areasthesewere • UK Domestic– Coveringall domestichouseholdclaimsforAXA andtheirclients • International Motor– Coveringall motorclaimsmade byUK residentswhilsttravelling Achievements and responsibilities: • Reviewall tasksundertakenwithinthe businessareasoutlinedasinscope • Performtime andmotionstudiesonthose tasks • Implementareportingsuite tocapture volume throughputonthe tasks • Designa resource planning& optimizationmodelcapable mapping,quantifyingand calculatingresource requirementsforall tasksandareas. • Implementationof thatmodel acrossthe businessareas • Trainingof in-house resource tomaintainanduse the model movingforwards IVR Consultant, iD Mobile (Dixons Carphone Warehouse), London (From March 2015 – To Sept 2015) Company Overview iD Mobile isa mobile virtual networkoperator(MVNO)operatinginthe UnitedKingdomasiD Mobile Limited,operatingonthe Three network.ItisownedbyCarphone Warehouse andwas launchedon12 May 2015 Description of Role My role was to developthe IVRstructure forthe company’s new MVNOproposition (iD),lookingat the goalsof the companyand the needsof its customerinthe everchangingdigital marketplace, thentransformingthose intotangibleIVRinfrastructurepropositions anddesigndocuments. Achievements and responsibilities:  Advise the businessoncurrentContactCentre trends& technologies  Advise businessoncustomercontactbehaviours  Advise businessonbestpractice contactIVRhandlingprovisions  Advise businesson whatmakesanoutstandingIVRexperience  Advise businessonnewandemergingtechnologies  DesignIVRStructures  Create IVRDocumentation  ImplementIVRstructureswiththe businesses 3rd Party Supplier
  4. 4. Resource Planning, MI & CEX Consultant, OldMutual Wealth, Southampton (From Nov2011- To March 2015) Company Overview OldMutual Wealth(OMW) formerlySkandia isalarge independentproviderof productsforlong- termsavingsand investments.Theyofferproductsandservices thatcaterforvariousfinancial needs and security. Description of Role My role was to lookat and understandthe resource requirementsandworkforce capacity,of the UK and International contactcentres.The companywas undergoingalarge-scale restructure of its operational deliverymodeldue togrowth& the everchangingrequirementsof financial services sector. Achievements and responsibilities:  The procurement,designandimplementationof aWorkforce Optimizationsolution  The design and implementation of an Omni-Channel contact handling framework  The design and implementation of a Speech Analytics platform  The procurement of a Voice Biometrics solution  The procurement of a knowledge base solution  The redesign & implementation of the target operating model for the UK & International contact centres  Increase contact handling efficiency  Increase customer satisfaction and engagement  Reduction in overall headcount across the contact centres by 15% over a 3 year period whilst sustaining a growth in call volumes of 40% over the same period. InterimHeadof Resource Planning & MI, Care Quality Commission, Newcastle (From May 2010 –To Nov 2011) Company Overview The Care QualityCommission(CQC) isthe independentregulatorfor healthandsocial care in England.It makessure servicessuchashospitals,care homes,dentistsandGPsurgeriesprovide people withsafe,effective,compassionate andhigh-qualitycare,andencouragesthese servicesto improve. Description of Role My role wasprimarilytolookat the resource provisionsandworkforce planning/modelling capabilitiesof the service, andtoprovide guidance andrecommendationstodrive the service forwardsfroma resource and planningperspective. Achievements and responsibilities: • Reviewof systemseffectivenessandoperational usage • Review of the operationalenvironment andstructure • Developmentanddeploymentof afullyintegratedresource managementsolution. • Drive forwardand manage the changesinthe service froma technical andresource perspective. • The developmentof operational strategiestoencompassrealignedresource modelsand workflowtechnologies
  5. 5. Senior Contact Centre &Telephony Manager, Liberata, Europe Wide (From Jan 2004 –To Nov 2009) Company Overview Liberataisa businessprocessinnovationcompanythathelpscustomersreinvent,automateandrun complex servicesandtechnology. Description of Role I undertookseveral seniormanagementroleswhilstemployedwithLiberatarangingacrossall operational aspectsof Liberata’scontactcentre andback office operationsandIimplementedand managedoperationsinthe followingfieldsof business. • Financial Services– Withclientssuchas Barclays,SunLife AssuredandAXA I developedand managedoperationscoveringinboundandoutboundaswell asblendedofferings,these contracts rangedinsize fromsmall 20 seatbespoke retentionsteams,throughto200+ FTE full endtoendoperationsencompassingsalesandcustomerservicesacrossmultiple sites. • Central Government– I implementedseveral highlevel contactcentre offeringswithinthis marketplace,includingConsumerDirectandSNEN these projectsthese coveredthe full service fromdesignof the contactcentre structure to the technical aspectssuchas telecoms,CRMsystems,Omni ChannelSolutionsandphysical locations • Local Government– I was responsible forsettingupandconsultingonthe setupof a numberof contact centresforLocal Governmentclients.These centreswhilemainlysmall in size butcomplex innature coveringmanyoperationalfacetsandservices. Resource andScheduling Manager, CJGarlands Limited, Hartlepool (From Dec 1999 –To Jan 2004) Company Overview CJ Garlandswas an outsource contactcentre specialistwhooperatedinthe telecommunicationsand utilitiessectorsuntil theywentintoadministrationin2009. Description of Role I my wasto manage and workwitha team of expertstoproduce resource modelsandschedulesfor the businessesmultiplecontactcentres Achievements and responsibilities: • Forecastingandschedulingof resource for the company’smultiple contractcentresusing AspectsEWFMworkforce managementsystem • Productionof reportsusing ReportWriterandCrystal Reports • Use of windowsbasedapplicationssuchasexcel andaccess,tocompile statistical and analytical data. • Administrationof telecoms platform • Buildingandmonitoring of routing/handlingprovisionswithin the telephonyplatform • ClientManagement Education & References
  6. 6. EducationDetails &References are available onrequest

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