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I am a results-driven Operations Manager with over 11 years call centre experience, including 7 years experience in a management role. I am skilled at taking existing operations and implementing the strategies, processes and technologies to improve performance and productivity in all areas. I understand and can adapt to the unique dynamics in both an in-house and outsourced call centre due to my vast experience in both environments. I have successfully developed multi-skilled, multi disciplined and multi-tasking teams to support the organisational and clients operational, financial and quality objectives. As I have a passion for people, coaching, training and people development have played a pivotal role in the success of the contact centre's I have managed. This has resulted in the operation I run being runner-up for The Best SA Customer Service in Gauteng in 2009.