Aneesa Quan-Soon

Senior Contact Centre Operations Leader with deep experience overseeing large-scale, multi-site and multi-channel operations across the UK and international regions. Proven ability to drive operational strategy, workforce transformation, commercial performance and customer experience improvement. Skilled in embedding Target Operating Models, leading complex organisational change and translating transformation programmes into high-performing, scalable BAU operations. Adept at partnering with senior executives across Digital, Product, Compliance, Finance and Technology to shape customer strategy, optimise service delivery and strengthen regulatory alignment. Widely recognised for building engaged, future-ready teams and delivering sustainable performance uplift across service, sales and digital contact environments.

• Achieved 20% uplift in sales conversion through coaching, optimisation and digital enablement.
• Contributed to operational delivery enabling over 600k additional customer conversations annually, supporting a reduction of 132k repeat contacts and an 8% uplift in NPS.
• Partnered with Transformation to embed Agile methodologies, contributing to over £3.9m FY24 efficiency savings, including a 25% reduction in AHT while maintaining service quality across multi-channel operations.
• Supported operational engagement initiatives contributing to Employee NPS improvement from -54 to +17, reducing employee attrition by 70% through culture transformation and leadership development programmes.
• Improved audit performance by 15% through strengthened quality governance and assurance frameworks.