Nicola Dunsmore (Yeomans)
Skelmorlie, North Ayrshire, United Kingdom
Contact Centre Interim Manager, Management Consultant, Outsourcing, Business Transformation, Change Management
Management Consulting
Education
University of Strathclyde 1996 — 1999
MBA, Business
The University of Glasgow 1982 — 1986
BSc (Hons), Statistics
Experience
Ember Services April 2011 - Present
Clearwater Business Associates April 2011 - March 2013
Thomas Cook February 2006 - October 2010
Thomas Cook Signature July 2004 - January 2006
BSkyB July 2001 - June 2004
BSkyB October 2000 - June 2001
CGU (Merger of General Accident and Norwich Union) 1998 - 2000
Skills
Strategic Planning, Coaching, Business Planning, Performance Improvement, Customer Satisfaction, Leadership, Management Consulting, Mergers & Acquisitions, Customer Retention, Management, Quality Management, Business Strategy, Negotiation, Change Management, Business Process..., Outsourcing, Service Delivery, Analysis, Performance Management, CRM, Financial Services, Business Analysis, Strategy, Team Management, Call Center, Human Resources, Project Management, Program Management, Contact Centers, Training, Organizational Change, Business Transformation, Budgets, Stakeholder Management, Process Improvement, Analytics, Project Delivery, Contact Centre, Telecommunications, Sales, Project Planning, Workforce Management, Operations Management, Team Leadership, Call Centers, Continuous Improvement, Customer Experience, ERP, Employee Engagement