Chris Walker

I am an experienced and adaptable person with skills that will benefit your business. I've mainly worked in contact centres senior management roles but have also set up my own business prior to the pandemic. I deliver exceptional standards of work and thrive on challenges where I can make improvements and always deliver.

Operations Manager - BMG Research - Home Based

(2020-11)

• Overall operational delivery of a remote contact centre
• Delivery of terms of business with the client on Test & Trace
• Negotiating rates and services with suppliers
• Implementing and designing all levels of the employee journey from recruitment to offboarding
• Creating an exceptional workplace in a remote environment

Call Centre Agent - NHS Test and Trace - Home working during Covid 19

(2020-05 - 2021-10)

NHS 119

• Taking calls as part of the Test and Trace campaign

Management Consultant - BambooBranch Ltd

(2018-08 - 2020-05)

I set up my own consultancy business working with small businesses and charities

• Management Development
• Process Improvement
• Project feasibility and analysis

Senior Contact Centre Manager - Booking.com

(2016-01 - 2018-08)

Senior manager responsible for Sales, Customer service and contact Service Delivery

• Process development and improvement
• Continuous development and growth of departments
• Launched home working
• Integrated a now Phone, Email and Chat system into the contact centre
• Recruitment
• Budget planning and revenue growth
• Continually challenging and improving the customer journey
• Working with outsourced contact centre contracts and developing relationships and ways of working
• Created an admin back office team
• Created a coaching team
• Generated revenue through sales, repeat booking and repeat contact reduction

Team Manager - Booking.com

(2012-04 - 2015-12)

• Managing a department of 90 customer service advisors
• Engaging with customers through escalated calls
• Complete employee life cycle management from recruitment, development and hr policy
• Sales manager with an outbound department of 100 agents generating £12m profit per year
• Identified new areas for sales and the return on interest to increase profit

Team Manager - O2

(2009-06 - 2012-03)

• Managing a team of 15 customer service and sales advisors
• Coaching and developing them to maximize their productivity and ensuring that Key Performance targets are achieved at the highest level
• Managing sickness and shift adherence
• Ensuring new policy and process is communicated and understood
• Leading a cross sight recruitment campaign in Leeds and Preston

Team Leader - Ventura

(2005-12 - 2009-06)

• Duties include managing a team of 15 customer service or sales advisors
• Coaching and developing them to maximize their productivity
• Managing sickness and shift adherence
• Ensuring new policies and procedures are communicated and delivered

Team Leader - Ventura

(2003-02 - 2005-11)

Greggs Plc

• Duties include managing a store with up to 23 shop assistants
• Ensuring sales targets are met and increasing them where possible
• Maintaining health and safety standards and food hygiene levels
• Cash management and stock replenishment / orders were crucial to meet sales targets
• Employee welfare and absence management also fell within the duties of my role

GCSE - Abbey Grange High School - Leeds

GCSE or equivalent