Lesley Smith

Background

About Lesley Smith

An experienced Customer Service Manager with varied experience across several industries; direct marketing catalogue mail order industry, outsource call centre and BPO industries. Accomplished, resourceful leader accustomed to working in fast paced environments, offering experience in customer service, call centre and project management. Proven record creating and implementing new internal and outsourced processes to deliver faster order turn-around, improved service and reduced cost. Experienced in managing change in challenging environments. Recognised for commitment to continuous improvement and exceeding expectations, conquering challenges to drive the business forward. Key Strengths- Contact Centre Team establishment and development; both domestic and offshore - Team management; general call centre management, guiding and mentoring teams to achieve business goals - Project Management; Most recently created solutions for, and outsourced mail opening, scan, data entry, EDI functions and established an offshore call centre - Change management; guiding teams through major changes, winding down domestic teams whilst managing transition to outsource/offshore teams - Committed to continual improvement of business performance, achieving a positive customer experience at all contact points