1. Christopher Vale
Flat 22, 23 Hulse Road, Southampton, SO15 2QZ
07950 103211 • chrisvale73@gmail.com
Personal Statement
I have workedinthe Contact Centre Industryforovera decade anda half,workingacrossboth the
publicandprivate sectors. Inthat time I have workedinandmanagedoperational delivery,resource
planning,qualityassurance&technical departmentsacrossa variedrange of marketplaces
including,financial servicesandtelecommunications. Thisdiverse mixof roles andsectors Ibelieve
has givenme a unique understanding, andbalanced approachtoworkingin the challenging, fast
paced& everchangingenvironmentwhichmake up a modern customercentricomni-channel
contact centre.
Key Skills & Knowledge
The skillslistedbelow have givenme the abilitytounderstandthe challengesandissueswhich
contact centre operationsface.Ibelieve thatthese skillsallow me toworkwell withall parties
involvedwiththe deliveryof asuccessful operation, withalevel of expertise whichaidsand
facilitatesinthe successof a businessatall levels.
 Operational Management(Acrossanumberof disciplines)
 BudgetaryControl
 StakeholderManagement(Atall levels)
 Resource Planning&Optimization
 CustomerExperience &EngagementMapping/Optimisation
 MI Interrogation&Data Analysis
 Telephony/IVRInfrastructure Design&Implementation
 BusinessProcessImprovement &Transformation
 Change/ProgramManagement
In mycareer I have seenthe contactcentre industrygrow and change dramatically, Ihave seennew
technologiesemergeand tried&testedsolutionsdevelop, andIhave beenfortunate enough to
workwithmuch of that technologyincluding;
 Voice Biometrics
 SpeechAnalytics
 Workforce OptimizationPlatforms(WFMs)
 CustomerRelationship ManagementPortal (CRMs)
 Self-Serve &Smartphone Applications
 WebPortals
 Live Chat
 VideoChat
 Telephony&IVRPlatforms

2. Employment History
Director, PPP Management Consulting Limited, Southampton
(From Oct 2011 –To Present)
Company Overview
PPPManagementConsulting aspecialistCustomerExperience&CustomerContactconsultancy
whichoperatesacrossinbound&outboundcustomercontactenvironments,coveringboth front
and back office operations.
Description of Role
I am the Directorof and sole ownerof thiscompany.
We can assist your business with:
 Target Operating Model Design & Implementation
 WFM & WFO Solutions for customer facing and non-customer facing operations
 Voice Biometric & Speech Analytics Solutions
 Telephony Design and Implementation including Omni Channel Routing Solutions
 CRM Platform Solution and Optimization
 Operational Management and Delivery of Contact Handling Environments
 Operational planning & Delivery of contact centre projects and programs at all levels
IVR Consultant, iD Mobile (Dixons Carphone Warehouse), London
(From May 2016- To Present)
Company Overview
iD Mobile isa mobile virtual networkoperator(MVNO)operatinginthe UnitedKingdomasiD
Mobile Limited,operatingonthe Three network.ItisownedbyCarphone Warehouse andwas
launchedon12 May 2015
Description of Role
I returnedto thisrole to continue todevelopthe IVRstructure forthe company’sMVNOproposition
(iD),lookingatthe goalsof the company andthe needsof its customerinthe everchangingdigital
marketplace,thentransformingthose intotangible IVRinfrastructure propositions anddesign
documents.
Achievements and responsibilities:
 Advise the businessoncurrentContactCentre trends& technologies
 Advise businessoncustomercontactbehaviours
 Advise businessonbestpractice contactIVRhandlingprovisions
 Advise businesson whatmakesanoutstandingIVRexperience
 Advise businessonnewandemergingtechnologies
 DesignIVRStructures
 Create IVRDocumentation
 ImplementIVRstructureswiththe businesses 3rd
Party Supplier

3. Back Office Resource Planning &MI Consultant, AXA Insurance, Redhill
(From Jan 2016- To May 2016)
Company Overview
AXA isa multinational insurance firm;the AXA GroupoperatesprimarilyinWesternEurope,North
America,the AsiaPacificregion,andthe Middle East.
Description of Role
My role wasto developaresource requirements& optimizationmodelusingExcel forAXA’sclaims
handlingdepartment. The departmentwassplitintotwofunctional areasthesewere
• UK Domestic– Coveringall domestichouseholdclaimsforAXA andtheirclients
• International Motor– Coveringall motorclaimsmade byUK residentswhilsttravelling
Achievements and responsibilities:
• Reviewall tasksundertakenwithinthe businessareasoutlinedasinscope
• Performtime andmotionstudiesonthose tasks
• Implementareportingsuite tocapture volume throughputonthe tasks
• Designa resource planning& optimizationmodelcapable mapping,quantifyingand
calculatingresource requirementsforall tasksandareas.
• Implementationof thatmodel acrossthe businessareas
• Trainingof in-house resource tomaintainanduse the model movingforwards
IVR Consultant, iD Mobile (Dixons Carphone Warehouse), London
(From March 2015 – To Sept 2015)
Company Overview
iD Mobile isa mobile virtual networkoperator(MVNO)operatinginthe UnitedKingdomasiD
Mobile Limited,operatingonthe Three network.ItisownedbyCarphone Warehouse andwas
launchedon12 May 2015
Description of Role
My role was to developthe IVRstructure forthe company’s new MVNOproposition (iD),lookingat
the goalsof the companyand the needsof its customerinthe everchangingdigital marketplace,
thentransformingthose intotangibleIVRinfrastructurepropositions anddesigndocuments.
Achievements and responsibilities:
 Advise the businessoncurrentContactCentre trends& technologies
 Advise businessoncustomercontactbehaviours
 Advise businessonbestpractice contactIVRhandlingprovisions
 Advise businesson whatmakesanoutstandingIVRexperience
 Advise businessonnewandemergingtechnologies
 DesignIVRStructures
 Create IVRDocumentation
 ImplementIVRstructureswiththe businesses 3rd
Party Supplier

4. Resource Planning, MI & CEX Consultant, OldMutual Wealth, Southampton
(From Nov2011- To March 2015)
Company Overview
OldMutual Wealth(OMW) formerlySkandia isalarge independentproviderof productsforlong-
termsavingsand investments.Theyofferproductsandservices thatcaterforvariousfinancial needs
and security.
Description of Role
My role was to lookat and understandthe resource requirementsandworkforce capacity,of the UK
and International contactcentres.The companywas undergoingalarge-scale restructure of its
operational deliverymodeldue togrowth& the everchangingrequirementsof financial services
sector.
Achievements and responsibilities:
 The procurement,designandimplementationof aWorkforce Optimizationsolution
 The design and implementation of an Omni-Channel contact handling framework
 The design and implementation of a Speech Analytics platform
 The procurement of a Voice Biometrics solution
 The procurement of a knowledge base solution
 The redesign & implementation of the target operating model for the UK & International
contact centres
 Increase contact handling efficiency
 Increase customer satisfaction and engagement
 Reduction in overall headcount across the contact centres by 15% over a 3 year period whilst
sustaining a growth in call volumes of 40% over the same period.
InterimHeadof Resource Planning & MI, Care Quality Commission,
Newcastle
(From May 2010 –To Nov 2011)
Company Overview
The Care QualityCommission(CQC) isthe independentregulatorfor healthandsocial care in
England.It makessure servicessuchashospitals,care homes,dentistsandGPsurgeriesprovide
people withsafe,effective,compassionate andhigh-qualitycare,andencouragesthese servicesto
improve.
Description of Role
My role wasprimarilytolookat the resource provisionsandworkforce planning/modelling
capabilitiesof the service, andtoprovide guidance andrecommendationstodrive the service
forwardsfroma resource and planningperspective.
Achievements and responsibilities:
• Reviewof systemseffectivenessandoperational usage
• Review of the operationalenvironment andstructure
• Developmentanddeploymentof afullyintegratedresource managementsolution.
• Drive forwardand manage the changesinthe service froma technical andresource
perspective.
• The developmentof operational strategiestoencompassrealignedresource modelsand
workflowtechnologies

5. Senior Contact Centre &Telephony Manager, Liberata, Europe Wide
(From Jan 2004 –To Nov 2009)
Company Overview
Liberataisa businessprocessinnovationcompanythathelpscustomersreinvent,automateandrun
complex servicesandtechnology.
Description of Role
I undertookseveral seniormanagementroleswhilstemployedwithLiberatarangingacrossall
operational aspectsof Liberata’scontactcentre andback office operationsandIimplementedand
managedoperationsinthe followingfieldsof business.
• Financial Services– Withclientssuchas Barclays,SunLife AssuredandAXA I developedand
managedoperationscoveringinboundandoutboundaswell asblendedofferings,these
contracts rangedinsize fromsmall 20 seatbespoke retentionsteams,throughto200+ FTE
full endtoendoperationsencompassingsalesandcustomerservicesacrossmultiple sites.
• Central Government– I implementedseveral highlevel contactcentre offeringswithinthis
marketplace,includingConsumerDirectandSNEN these projectsthese coveredthe full
service fromdesignof the contactcentre structure to the technical aspectssuchas
telecoms,CRMsystems,Omni ChannelSolutionsandphysical locations
• Local Government– I was responsible forsettingupandconsultingonthe setupof a
numberof contact centresforLocal Governmentclients.These centreswhilemainlysmall in
size butcomplex innature coveringmanyoperationalfacetsandservices.
Resource andScheduling Manager, CJGarlands Limited, Hartlepool
(From Dec 1999 –To Jan 2004)
Company Overview
CJ Garlandswas an outsource contactcentre specialistwhooperatedinthe telecommunicationsand
utilitiessectorsuntil theywentintoadministrationin2009.
Description of Role
I my wasto manage and workwitha team of expertstoproduce resource modelsandschedulesfor
the businessesmultiplecontactcentres
Achievements and responsibilities:
• Forecastingandschedulingof resource for the company’smultiple contractcentresusing
AspectsEWFMworkforce managementsystem
• Productionof reportsusing ReportWriterandCrystal Reports
• Use of windowsbasedapplicationssuchasexcel andaccess,tocompile statistical and
analytical data.
• Administrationof telecoms platform
• Buildingandmonitoring of routing/handlingprovisionswithin the telephonyplatform
• ClientManagement
Education & References

6. EducationDetails &References are available onrequest