Lynda Redpath

Experience

• 

  T-Mobile

  Apr 2002 - Aug 2006

  Head of EMail operations group. Responsible for 57 Email/White mail agents and 6 Team Managers. Responsible for the successful integration of segment and strategic change programmes within the national operations of T-Mobile. The role included integration roles for a variety of national and international projects, liaising closely with colleagues from the Business Departments, Retentions Department, Customer Satisfaction Strategy Team and T-Mobile Brand Section (both national and international)

  • Operations Manager

    Jan 2005 - Aug 2006

  • Change Integration Manager

    Apr 2002 - Jan 2005
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  T-Mobile

  Feb 2007 - Feb 2009

  Site Support Manager

  Primarily a project based role and responsible for the generating activities for employee engagement, delivery of site strategy and idea generation forums for customer experience and process improvement. The role included production of analytical reports on performance across internal and external customer experience.

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  EE

  Feb 2009 - Sept 2013

  Responsible for the engagement and performance of 800 + Customer Services Staff, 11 direct reports and the management of a £750K call centre budget. The role involved leadership of a team of operational managers across a number of departments such as, Complaints, Customer Relations, Frontline Customer Service, Retail Support and Network and Devise diagnostic resolution. In addition, management of the Darlington Campus community and social responsibility initiatives for the 2,500K campus staff.Critical Skills:LeadershipStrategic planning and deliveryCustomer Relationship Management Employee Engagement Operational TransitionCommunication and negotiation Cost Centre and Facilities managementPerformance Management and Development Change IntegrationKPI delivery and performance innovation Show less

  • Head of Customer Service and Site Manager

    Oct 2010 - Sept 2013

  • Operations Manager for Premier Customer Service

    Feb 2009 - Jan 2011