Expertise
- Sales
- Customer Retention
- Customer Experience
- CSAT scores
- customer satisfaction
- Leadership and Management
- Change & Transformation
- Process Improvement
- Customer Journeys
- Customer Communications
- Revenue Growth
- Change Management
- Operational Excellence
- Operational Efficiency
- Staff Retention
- NPS
Summary
Hi, I’m Caroline McGovern, a seasoned Telecoms Professional with over 20 years of senior operational management experience, specializing in sales, service, and customer retention. Throughout my career, I've successfully transformed contact centre operations, led customer-centric strategies, and driven significant business growth.
Unlock the full potential of your business by optimizing operational efficiency, enhancing customer retention, and driving sales growth. By streamlining processes and focusing on the customer journey, you can create seamless experiences that not only meet but exceed customer expectations. Prioritizing customer experience is essential for long-term success, ensuring that every touchpoint adds value, builds loyalty, and fosters growth. Let me help you elevate your business with strategies designed to boost performance across all areas
Experience
-
CMC_Consultancy
Head of Contact Centre Operations
100+ Employees 2002 - 2023My expertise lies in Contact Centre Management, Vendor Management, Customer Experience, and People Management. I excel in delivering measurable results by optimizing processes, enhancing customer satisfaction, and improving retention rates. My success is built on the ability to analyse customer insights, identify key drivers of churn, and implement strategic programs that foster loyalty.
Achievements:
Among my notable achievements, I was recognized as Manager of the Year in 2022 for leading the successful transition of two outsource partners and significantly increasing revenue generation across customer care. I’ve also developed performance management systems and driven large-scale projects to reduce costs and improve operational efficiency.
Value Proposition
Whether you need to transform your contact centre operations, build strong customer retention programs, or enhance your customer experience strategy, I’m here to provide tailored solutions. I bring a wealth of experience in managing complex teams, ensuring compliance with service standards, and fostering strong partnerships with stakeholders.
If you’re looking to enhance your operations, drive growth, and deliver exceptional customer experiences, let’s connect and explore how I can support your business objectives.
