Work hard. Learn fast. Have fun.
Nothing makes me happier than immersing myself in a company. Absorbing the practicalities, the culture and the vision. Helping them set higher and higher targets – and then exceed them.
It’s something I’ve done multiple times in the organisations I’ve owned and/or led, and now I’m living my dream job: doing it again and again with the outstanding companies I’m privileged to call clients.
More than anything, my experience has made it crystal clear that call centres are the lifeblood of any business. As the world becomes more and more ‘remote’, call centre staff are a company’s human side – the real, live people who customers talk to when they’re buying something, asking for help or making a complaint.
There’s virtually no limit to what those staff can achieve when they’re truly engaged (when they see the company’s success and their own success as the same thing). When they’re happy and appreciated, they’ll be more likely to stay with you, and eager to develop their skills at the same time as driving each other to do better. It’s a virtuous circle of continuous improvement – and it all adds up to happy, loyal customers, which leads inevitably to better margins.
At Rentalcars.com*, where I was responsible for the staffing and operations of over 1,000 employees, our positive culture played a massive role in the phenomenal growth that took place between 2009 and 2016.
I’ve got a lot to share. Together with my team, I can help your organisation thrive, overcome today’s challenges – and set your sights on a bigger, brighter future.
* A trading name of Booking.com Transport Limited, part of Booking Holdings Inc. (the world’s leading provider of online travel and related services).
My journey as a leader
Owner, Vice President → Vice President → Executive Vice President → Operations and Customer Service Director → Founder, Managing Director
My top 5 Strengths
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