Caroline has over 25 years’ frontline management experience in customer service and contact centres in a diverse range of industries including telecommunications, credit management, transport, emergency services, government, higher education and utilities.
She specialises in supporting organisations to deliver effective technology solutions through lean process review, identifying and interpreting business requirements and solution selection, to project management and successful implementation using Agile Methodology.
Her experience in technology implementations including telephony (recently CISCO and Genesys PureConnect) and CRM’s (including Microsoft Dynamics and SalesForce) is impressive – on-time, on-budget and no downtime, with 100s of users, and new desks/locations. She’s experienced in omni-channel, workflow, knowledge management, interaction capture, live chat, case management and dashboards.
Caroline has an engaging, positive and professional approach to working with your team to understand the demand drivers and supply options for your organisation. Using human centred design thinking, she puts the customer and the users at the centre of the decision making process. This approach delivers practical solutions that meet both the customer needs and the organisational strategic objectives, whether that be cost reduction, enhancing the customer experience or organisational restructuring.