Green Fields and Management Experience Have built several BPO contact centre operations from scratch including: • 500 Seats in Tanzania • 600 Seats in Ghana Have grown and managed several small BPO contact centres in large businesses including: • 120 to 2500 seats for CCN • 350 to 3500 seats for Aegis • 60 to 400 Seats for Thames Water Process Engineering Have worked with extensively with major brands on their process automation, including: • Vodacom (Customer Experience and Fulfilment Process Re-engineering) • MTN (Backoffice Re-engineering) • Royal Sun Alliance (Change Management Re-Design) Have developed RPA for a number of major brands: • Telesure (Hippo.co.za) • Hi.guru • Vodacom – using AI for Call Deflection BI/MI Experience Have extensive BI/MI and Analytics experience including: • Co-Founder and CIO at Genii Analytics which is analytics focused on contact centres insight and conversational analytics • Utilised BI for all my management roles and decision making at CCN, Aegis, CCI, Aurecon and British High Commission Omni channel experience • Developed one of the first platform integration in AWS in Australia and South Africa using our Analytics platform • Designed customer lifecycle and digital journeys for a number of brands including Lufthansa, African Bank and Vodafone • Co-developed digital strategy for Thames Water and Capita • Worked with an extensive number of Webchat, Voice, Non-Voice and Digital providers Project Experience Have run a number of global projects including: • Work in over 16 African countries • Multiple UK Vendors (BHC, Thames, Npower, British Gas and Royal Sun Alliance) • Worked with the US Vendors (Genesys, Avaya, Verint, AWS, T-Mobile) on major projects • Worked with APAC and Australia on multiple CX large build outs