| By Expertise |
| Business transformation |
| Customer management |
| Technology exploitation |
| Management information |
Experience - Management Information
Customer Services measurement framework
Designed a management information framework to allow the effective measurement of a multi-site 2,500 seat contact centre operation that condensed the overwhelming amount of information available from various systems into the key measures to be monitored at a business, operating unit and campaign level.
Collections information
Implemented an information framework and dashboards to provide reliable and timely information about the performance of delinquent accounts that inherently cross-checked the information being presented for accuracy.
Key performance indicators
Developed a cascading set of key performance indicators to measure the performance of a loan book, from the top level indicator used by senior management down to operational indicators used by team leaders in the contact centres.