Zoe Beagles

Background

About Zoe Beagles

I am a highly experienced senior manager with over 25 years of leadership experience in the Telecommunication, Insurance and financial services industry working across the United Kingdom, Australia, South Africa and the Philippines. My industry experience ranges from managing large contact centres and cross functional operations with specialised functions such as policy administration, account services, underwriting, and customer support. My entire leadership career has seen me operate in roles where I have worked across high profile projects and transformational initiatives leading departments effectively through periods of organizational change to deliver key business objectives whilst maintaining a high level of staff engagement and customer satisfaction. I am a consultative and collaborative leader and am passionate about creating inclusive, high performing cultures which deliver exceptional customer and people experiences. Key Achievements: • Business led first phase of 2 year multi $M technology transformation initiative impacting 300 seat call centre which resulted in vast uplift in customer experience including real time transactions. • Successfully led the establishment and management of offshore customer care service capability, achieving 32% reduction in annual operating costs. • Developed and transformed operating models through the consolidation and optimisation of teams and business processes resulting in customer centric service improvements and workplace efficiency.