Russell Spake

Background

About Russell Spake

Utilities sector and customer service professional with a 20+ years track record in contact centres, operational leadership, resource planning, process re-engineering, business change/continuous improvement and customer journey/experience. Led major programmes including Smart Metering, CRM systems, multi-channel platforms and Digital solution implementations, notably Genesys omni-channel platform, SAP Billing, MS Dynamics 365 and Smart Metering. Passionate about delivering sustainable improvements in the experiences and outcomes for people, customers and business, achieved through successful change and continuous improvement. Experienced in Agile Six Sigma, sprint-led change and Waterfall methodologies, as well as change portfolio management, PMO and governance, continuous improvement and business change implementation. Recognised as a motivational leader, creating and leading successful teams, while setting and achieving challenging objectives across multiple functions. Very experienced people person, able to forge effective relationships with colleagues, partners and suppliers and build consensus to deliver desired outcomes.