Christine Reid-Williams - COO, Lifeworkz Limited

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Work Background

lifeworkz LTDDirector of Consultancy Services

Apr. 2020Hertfordshire, England, United KingdomConnecting businesses to their customers in an increasingly digital and mobile landscape ....

MaintelUnified Communications, Contact Centre Consultant and WFO

Nov. 2014 - Sep. 2020London, United KingdomMaintel is a leading communications service provider which has the breadth and depth of expertise and capability in the provision of communication services. We at Maintel have a proven track record in the delivery and maintenance of an array of ‘upper quartile’ technologies from unified communications, data and mobility to Omni-channel Contact Centre solutions. My appointment at Maintel utilises all my Contact Centre Consultancy skills to date, allowing me to continue the establishment of a strong customer centric Omni-channel Contact Centre proposition for Maintel’s new and existing customers. The rapid growth explosion in digital technology has changed the topography of how consumers and businesses want to ‘do business’. And with the correct Workforce Optimisation (WFO) tools and Contact Centre Infrastructure (CCI) we at Maintel can recommended and provide solutions that will elevate Customer Xperiences (CX) and make every customer interaction an effortless pleasure. Does your Contact Centre need future proofing? Why not contact me and we’ll discuss how we can make this possible.

MaintelSolutions Consultant

Nov. 2014 - Nov. 2014London, United Kingdom

Lebara MobileHead of Resource Planning & MI

Nov. 2009 - Sep. 2011London, United KingdomPerusing new industry sectors to add to my portfolio of customers. Specialist in Workforce Optimisation - increasing productivity and decrease operating costs. Producing insight through analytics

Reid Right Solutions LimitedDirector of Consulting Services

Jan. 2007 - Nov. 2018

Reid Right Solutions LimitedOwner

Jan. 2007 - Nov. 2014Increased workload has prompted the growth of this company, and it's commitment to Contact Centre and Resource Management solutions. Service provision includes but is not exclusive to: • Workforce Optimisation subject matter expert – ‘Best Practice’, WFM and contact centre centralisation, MI analytics, Staff profiling, Scorecards and reporting. Passionate belief and understanding that WFM methodologies begin with accurate capacity demand and forecasting, this is achieved through accurate modeling of historical data. For this reason this professional has a strong belief in MI, modeling, analytics and meaningful KPIs and SLAs, that translates data and information into operational ‘in sight’. •Recent client was a worldwide sponsor for the London 2012 Olympics and Paralympics, and has held the prestigious title of the second largest computer hardware company in the world, since 2007. The London 2012 project was an all encompassing project from budgeting, to recruitment, to training and Workforce Optimisation resulting in the successful establishment of the Technology Call Centre for the London 2012 Games. The Technology Call Centre was the single point of contact for all technology requirements of the Olympic family •Strategic project planning driven to successful conclusion through innovative business modeling and analytics. Insight to customers; both internal and external; and failed processes through data analysis and business processing. •Recruiting, resourcing, training and establishing international contact centers with associated KPIs and cost effective WFM •Interim Management – Provision of team manager, whilst recruiting for client •Implantation of Customer Service solutions, which include put are exclusive to CRM, WFM and Billing systems, in addition the deployment of contact solutions such as PABXs, ACDs, Dialer and VSS. •Project Management – Telephony upgrade, call routing and mapping.