tanya phillips

chief operating officer

About

●Proven strategic planning abilities ●Able to build strong relationships quickly. ●An effective leader and team player. ●Ability to deal with people at all levels. ●A committed and resilient individual. ●A first class communicator, both oral and written. ●Quality focused – even obsessed ●Able to learn quickly and adapt. ●Proven coach, mentor and trainer of staff. ●Thrive on pressure. ●Results orientated and driver of high performance environments.

Country

south africa

City

johannesburg

Industry

information technology and services

Skill

contact centers, operations management, quality management, contact center operations, training, quality assurance, copc, contact center management, training delivery, itil, contact center strategy, quality auditing, six sigma, human resource development, contact centre transformation, contact centre technology, training facilitation, training leadership, training management, operation efficiencies, operations improvement, operations training, operations control, operations directors, operations integration, contact center architecture, contact centre design, contact center consulting, directorship, directors, training programs, quality operations, quality certification, quality results, copc registered coordinator, human resource planning, strategic human resources leadership, global human resources management, strategic planning, succession planning, offshoring, customer service, change management

Experience

chief operating officer

pivotal group

operations director

ccn

2003-1 - 2008-10 · 5 yrs 10 mos

operations manager

merchants

1999-1 - 2002-1 · 3 yrs 1 mo

chief operating officer

genii ai

2016-1 - Present · 10 yrs 9 mos

vice president operations

aegis

2010-3 - 2012-1 · 1 yr 11 mos

call centre manager

the automobile association

1995-1 - 1997-1 · 2 yrs 1 mo

chief operating officer

pivotal analytics

2015-5 - Present · 11 yrs 5 mos

vice president quality and customer experience

aegis outsourcing uk

2012-1 - 2016-1 · 4 yrs 1 mo

managing executive

webhelp

2013-11 - 2015-5 · 1 yr 7 mos

* As Managing Executive: Shared Services the following portfolios were managed by myself: * Human Resources * Management Information Services * Workforce Management (managed via an outsourced partnership and contract) * Training * Quality Management and Customer Experience * The key requirements included providing innovative solutions to support the set up of what is now the fastest growing Outsourced Call Centre Operation in South Africa. * This was achieved through a combination of building capability and competence internally, strategic JV's and partnerships to ensure that we delivered best of breed and innovative solutions to the market place. * Member of the Executive Team in South Africa

operations director

cci solutions

2008-9 - 2010-10 · 2 yrs 2 mos

Initially recruited to manage an inbound centre for their international business I transitioned to the local business to set up an inbound service capability for Blake & Associates domestic business whose core competency is debt collection. ●Worked closely with the Head of Business Development to develop RFP response templates and define the unique service offering ●Worked with the Head of Finance to build costing models ●Defined recruitment, training and operational strategies and methodologies ●Responsible for client management ●Manage day to day service delivery against targets ●Assessed the profitability of existing campaigns and improved efficiencies ●Responsible for defining remuneration strategy for all staff at all levels ●Worked with the technology team to define an inbound platform including all reporting requirements