I started my career in contact centres in 1995, following a short career break to have my youngest child. I have focused on advancing my career in the industry, undertaking a number of different management roles including quality, technical support and risk and compliance.
I was head of Contact Centres for both commercial and customer service/sales before leaving the organisation in 2009. I then moved into outsourcing, managing dual sites for a telecommunications client. My current role is Head of Operations for Firstsource Cardiff, an operation of over 800 staff and our client is Sky, my role consists of heading up the Cardiff business and managing the relationship with our client. Firstsource is a global company servicing many organisations in Healthcare, financial services, telecommunications and media.
My two mains focuses are motivated staff and giving a great service to our client, the passion in this industry never ceases to amaze me, we have some fantastic talent in the Call Centre industry and that is what makes the job so rewarding.