Anna Wallace
Prestbury,Cheshire
Summary
Experienced Project Manager with expertise in campaign planning and execution, lead qualification and management and CRM proficiency. Skilled in data governance, stakeholder communication and process improvement to optimise operational efficiency. Demonstrates strong capabilities in team training, mentorship and data analysis to drive informed decision-making. Committed to leveraging strategic insights and collaborative approaches to achieve organisational goals.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
Work history
Telemarketing Delivery Manager
Encore Digital Media
Altrincham, Trafford
02.2026 - 09.2026
- Campaign Management: Spearheaded end-to-end outbound telemarketing campaigns, managing data sourcing, compliance and strategy from initiation to final delivery.
- Team Leadership & Development: Directed a team of agents, providing continuous mentoring, quality assurance, and targeted training to optimise performance and call quality.
- Client Relations: Led weekly performance reviews with stakeholders, delivering clear progress updates and rapidly resolving any problems.
- Data & Analytics: Monitored daily call volumes and lead generation metrics, utilising data insights to generate weekly reports for client evaluation.
- Process Optimisation: Streamlined operational workflows and updated standard operating procedures to eliminate bottlenecks, increase agent efficiency and boost lead generation.
Project Delivery Manager
Agent3 Group
Altrincham, Trafford
02.2023 - 02.2026
- Campaign Management: Spearheaded the end-to-end lifecycle of outbound telemarketing campaigns from start to finish.
- Team Leadership & Onboarding: Functioned as the direct line manager for a team of agents, overseeing the complete onboarding process for new hires, providing continuous training and managing daily performance.
- Quality Assurance: Maintained high service standards by auditing agent call quality and thoroughly reviewing generated lead reports to ensure maximum data accuracy and compliance.
- Client Relations & Reporting: Served as the primary point of contact for clients, hosting weekly progress calls and producing comprehensive weekly performance reports to deliver transparent updates.
Telemarketing Project Manager & QA Analyst
ITTS
Altrincham, Trafford
10.2009 - 02.2023
- Campaign Coordination: Coordinated outbound telemarketing campaigns from conception to completion, ensuring seamless operational execution.
- Quality Assurance & Compliance: Conducted thorough QA audits by cross-referencing agent calls with written reports to guarantee data integrity, accuracy and true alignment with customer interactions.
- Performance Monitoring & Coaching: Tracked daily call metrics and talk time durations, delivering constructive feedback and targeted coaching to elevate agent performance.
- Onboarding & Training: Led the end-to-end training and onboarding process for new starters, accelerating their time-to-productivity and alignment with campaign standards.
- CRM Systems Management: Managed lead ingestion and data entry across multiple major platforms, including Salesforce, HubSpot, and Microsoft Dynamics.
- Client Reporting: Compiled comprehensive weekly campaign performance reports and strategic updates.
Education
Bachelor of Arts with Qualified Teacher Status - Professional Studies and French Key Stage 2/3
The University of Lancaster
Lancaster 09.1997 - 07.2002
ILM Level 4 Award in Leadership & Management -
City and Guilds of London Institute
10.2020 - 03.2021
Skills
Campaign Planning and Execution
Lead Qualification and Management
CRM Proficiency and Data Governance
Team Training and Mentorship
Data Analysis
Stakeholder Management and Communication
Process Improvement
Performance Tracking
Timeline
Telemarketing Delivery Manager
Encore Digital Media
02.2026 - 09.2026
Project Delivery Manager
Agent3 Group
02.2023 - 02.2026
ILM Level 4 Award in Leadership & Management -
City and Guilds of London Institute
10.2020 - 03.2021
Telemarketing Project Manager & QA Analyst
ITTS
10.2009 - 02.2023
Bachelor of Arts with Qualified Teacher Status - Professional Studies and French Key Stage 2/3
The University of Lancaster
09.1997 - 07.2002