| A selection of our Consultants | ||
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Simon Rustom, BSc, MSc, Managing Director Simon has 23 years' experience of helping companies of all sizes to grow their business through systematic and proactive customer management. Specialising in databases and multi-channel marketing. Simon is also a qualified change agent, helping clients to achieve the cultural and behavioural change needed to deliver sustainable business growth. Simon has worked across most business sectors and has achieved outstanding commercial results in both business to business and retail channels. |
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Sally Rustom, BA, MSc, Director With over 20 years' experience in customer management, Sally is both an experienced business leader and consultant. Sally specialises in helping senior teams to understand customer management opportunities and the essential changes needed in the business to take advantage of them. These key elements are reflected in her leadership of programmes in the Utilities and Retail sectors. |
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Virginia
Having lived and worked in South Africa and Australia, she has extensive experience of working in different cultures. Her understanding of human nature allows people to grow and develop in their roles. |
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Lynn
Lynn works as a call centre operations consultant across Europe, Australia and South Africa. Speaking a number of European languages fluently, she began working with call centres eight years ago as a result of her interest in effective cross-cultural communication. She is an experienced operations consultant, specialising in the development and improvement of all types of call centres ranging from multi level IT support desks to how to organise utility call centres to respond to exceptional circumstances as well as how to set up financial communication centres to respond to market place changes. |
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John
A pragmatic consultant and manager, specialising in the design and delivery of the strategy, solution and tools that produce excellent business results and standards in customer contact centres. Having experience across a broad range of industries, he is able to produce practical solutions that get the best from people, processes, technology and the contact centre environment. |
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Wendy
Wendy is an experienced and pragmatic manager skilled in the design and implementation of contact centre operations, from concept to delivery, producing industry recognised standards of best practice. She thrives in a results-driven environment, where the establishment of productive long-term relationships with clients is key to the continuous development and success of each project. |
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Steph
Steph is an ex-Managing Director and General Manager who has run a leading call centre outsourcing company and consulted at Programme Director level with many leading companies. She can take a large, dispersed team and create alignment and productivity - all within a spirit of fun and wanting to make a difference to people. |
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Emma Emma is an experienced professional in the customer management arena and has a solid track record in a variety of disciplines from project management to operations, marketing and training. Emma is a very focused individual who has won Outbound Contact Centre of the Year at the National Sales awards and combines a commercial focus with an understanding and respect for the human process of change and development. Negotiation, facilitation, mediation and presentation are amongst the wide range of skills Emma brings to the table.
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Cathy My career in the contact centre industry spans twenty years. I have worked on the design, build and ongoing management of outsourced and insourced operations on behalf of blue chip organisations. In-depth experience in recruitment/HR, training, management and operations within a broad range of industries enables me to produce and deliver practical solutions, to industry best practice, that get the best from people, processes and technology, leading to excellent business results. Sixteen years of my experience have been in client-facing roles. Throughout my career I have been requested to troubleshoot and turn around operations which were facing difficulties. |
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Susan
Susan is a versatile, empathetic, ethical catalyst of change through effective management of change projects, performance enhancement programmes and staff/management development, coaching and training. Her areas of expertise include management and implementation of projects focussed on the improvement of productivity and/or morale, which have a significant human and cultural element e.g. moving from a service into a sales and service culture. She also has experience in the design and implementation of results-focussed management development programmes. |
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Rupert
With over 12 years business experience in consultancy, outsourcing, people and project management, related to operations, customer service and technology, Rupert is a highly experienced consultant and manager. Rupert has designed, managed and implemented many multi-million pound customer related implementation projects for blue chip companies in the UK, Europe and further afield. Rupert is used to working at all levels from the 'shop floor' to the boardroom. |
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William William has worked in a variety of sectors within call centre (15+ years of experience)/customer management environments designing and implementing a wide range of measurable organisational change and improvement initiatives with external accreditations. His experience spans training and development consultancy for both call centre set-ups and existing sites. His expertise includes change management, training design and implementation (with evaluation and measurement) and programme management. He holds an MSc in Change Agent Skills and Strategies from the University of Surrey and a Diploma in Performance Coaching from Newcastle College. |
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Aubyn, MSc
He has 20 years consulting experience with clients in financial services, ICT, leisure, travel, distribution and transport, pharmaceuticals, healthcare, utilities and business services. He designed and edited The Merchants International Call Centre Benchmarking Report in 1997 and 1998. He holds an MSc in Change Agent Skills and Strategies and is a certified practitioner in NLP and Spiral Dynamics. |
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Debra
Debra provides a valuable combination of strategic, operational and programme management capability and has successfully led significant change and operational teams. Over the past fifteen years, Debra has successfully worked to help companies to optimise their returns from investment in Contact Centres, CRM, retention activity and direct channels to market. |
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Paul
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Abbey |
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Phil An enthusiastic, experienced and personable professional, combining technical, business, sales and management skills with a proven innovative approach and infectious 'can do' attitude. Currently consulting with blue chip organisations. Equally comfortable to take the lead or work within a team environment as required. |
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Perry A multi-talented, experienced consultant and business leader, specialising in the design and delivery of the strategy, solution and tools required to produce excellent results and standards in call and contact centre environments. An impressive track record of converting blue-sky ideas and strategies into successful, practical reality. Both results and development oriented with excellent people and project management skills. Almost 20 years of call centre experience including telesales, telemarketing, customer management, culture development and change, problem solving, trouble-shooting, senior management development and coaching. Successfully designed, set up and launched new ventures, as well as achieving impressive growth within existing businesses. |
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Brian Brian has worked in the Customer Management and Contact Centre industry for 20 years. He has helped build three successful consultancy businesses. At the same time Brian has worked hands-on with clients to design ground-breaking customer management solutions embracing changes in people, process and technology. Brian has worked internationally and across industry sectors on call centre, customer service and integrated channel change programmes. Today Brian works mainly with Directors helping them to define doable strategies and solutions that make a tangible difference to customers, staff and commercial results. Brian speaks regularly at industry conferences in the UK and Europe and has written for several customer management publications. |
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Gilly She also facilitates teams in contact centre environments to create functional standards of performance linked to company values and business objectives. |
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Helen Focus on sales and service environments, with specialist knowledge in call centres and customer relationship management. Works effectively as partner and coach with senior management at strategic and operational levels to contribute to commercial objectives and facilitate organisational change. Committed to excellence and passionate about the link between good leadership with commercial success. |
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Noel |
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Elaina
Elaina is dedicated to supporting clients in levering lasting business results through radical, yet simple people solutions. She was employed as a Senior Training Consultant for five years for a large outsourcing company, prior to that Elaina has nine years sales and marketing experience and five years management experience. Throughout her consulting career Elaina has worked with corporate clients in the finance, communication, utility and retail sectors throughout the UK and South Africa. Elaina has an excellent track record for achieving measurable business results, through people. |
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Alex An experienced and highly effective senior customer services manager and management consultant, with ten years experience in delivering change management solutions both as a management consultant with KPMG, and in internally managing front and back office customer service teams within financial services. Accomplished in the design and delivery of strategy development, change management and process redesign programmes in contact centre environments, with strong motivation and leadership skills. Specialities include contact centre diagnostics and target operating model design, workforce management and competency coaching. |
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Tony Tony is a senior organisational change consultant, facilitating boards and senior teams. He is also widely experienced in improving performance in a range of different organisations, design, management and evaluation of accountable people development programmes. He also has experience in the implementation of profitable 'grass-roots' initiatives, which ensure participation of the people who deliver the day-to-day commercial results. |
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