Gary Salisbury
Sale,Greater Manchester
Summary
Highly motivated and experienced Project Manager/consultant with 15 years' live experience. I excel at leading a team and ensuring all projects are completed on schedule. My expertise lies within the Operational Environment in an outsource arena whereby I have delivered multiple multi-million-pound projects. Providing new technology and new efficiencies to increase customer satisfaction and KPI's. I have been responsible for managing the delivery and sustainability strategy of several large-scale projects and liaising directly with clients and budgetary responsibility. Highly experienced in BPO and reengineering process to increase business efficiencies, reduce cost and improve customer satisfaction. Have worked in highly controlled environments for government agencies, such as DWP, TVL, Cabinet Office and MOD. Leading transformation in large regulated operational environments. Energetic employee well-versed in strong communication and organisation skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Adept at multi-tasking, leading group discussions and managing projects.
Overview
22
22
years of professional experience
Work history
Transition/Transformation Project Lead & Operations Consultant
- Highly motivated and experienced Project Manager/consultant with 15 years' live experience
- I excel at leading a team and ensuring all projects are completed on schedule
- My expertise lies within the Operational Environment in an outsource arena whereby I have delivered multiple multi-million-pound projects
- Providing new technology and new efficiencies to increase customer satisfaction and KPI's
- I have been responsible for managing the delivery and sustainability strategy of several large-scale projects and liaising directly with clients and budgetary responsibility
- Highly experienced in BPO and reengineering process to increase business efficiencies, reduce cost and improve customer satisfaction
- Have worked in highly controlled environments for government agencies, such as DWP, TVL, Cabinet Office and MOD
- Leading transformation in large regulated operational environments.
Project Manager– Transformation/Transition
Pinnacle - DIO/MOD New Accommodation Offer
08.2023 - 04.2024
- Project managed the largest transformation to the MOD in over 70 years – the introduction of NAO – New Accommodation Offer
- As part of the Ministry of Defence, New Family Service Accommodation major changes where required to transform Pinnacles operational approach and structure to deal with an additional 18000 newly entitled Service personal
- Working with the DIO/MOD, I introduced the new government policy change and all subsequent impacts to the National Service Centre– Forecast on required headcount, full mobilization, recruitment model, training, IT infrastructure, telephony, and the supporting commercials
- The search and specification of an additional office in Speke, Fit out , lease and HOT
- The redesign of current National Service centre to accommodate additional desk space and seating, fit out and IT integration.
Head of Operations
Intelling (Outsourced Contact Centre) –(Staysure Travel Insurance)
11.2022 - 05.2023
- Transitional operational lead on the introduction of a new client for Intelling Travel Insurance company Staysure
- Project managed the ramp up from 0 to 130 FTE
- Multi-site management, Belfast, and Manchester
- Whilst actively ramping up over a 6-month period, maintained and exceeded core KPI's, In comparison with Staysure other 2 outsources.
Head of Operational Transformation
Fastdox Ltd
03.2022 - 10.2022
- Onboarded to streamline reengineer the end-to-end business process on a SaaS onboarding software company which had long standing issues with internal operations and client satisfaction
- I Implemented a set of new procedures from onboarding of new clients.
Head of Business Improvement
Legal Hub Group
02.2020
- Responsibility to ensure that Legal Hub Group had a stable and strategic platform to exit covid-19 with a plan of expansion
- Through difficult times we maintained a slow but steady flow of work
- Completing reports for solicitors to assist in eligibility for cases
- I analysed all previous data, created new MI platforms, reporting across all operational verticals enabling a clear fiscal position
- Redesigned and created a CRM fit for new business with integrated end to end customer contact platforms
- Liaised with clients to understand business needs and implemented in synergy with LHG visions.
Project Manager
Doshh - Contract
08.2021 - 04.2022
- New startup infotech based business with a totally new business idea required an operation expert to assist on the process and build of a new company ready to hit the market – GDPR
Operations Director
KBK Meal prep
01.2019 - 02.2020
- Recruited as a contractor to reengineer and grow the profitability of KBK, Formerly Kettlebell Kitchen
- KBK was losing 30k per month pre-January 2019, by introducing clear lean procedural improvements both in production and sales
- A clear strategy was developed to target new customers and increase the clients base and thus the overall revenue and profitability
- By June 2019, KBK was turning over £140k in revenue PCM
- A business partnership with Coop foods and Project managed inclusion, for the first time in their history, an in-house deli at the flagship Holmfirth store.
Operations Change Manager
Prime Document
03.2018 - 02.2019
- Business reengineered the Customer Contact Team and the Production facility
- Project managed the implementation of a new CRM system, value circa £1.2million, involved the transition of over 700 different system applications to interface with new output files
- Product execution of a new production interface, planning and work prioritization and the interface between old legacy system and new system integration with Press
- Delivered 6 months ahead of planned go live
- Managed Training, Supplier and Customer Service Contact centre.
Operations Director
Lepus Marketing
06.2015 - 03.2018
- I created a set of quarterly operational plans based on profitability, customer satisfaction, relationships with key financial providers & SLA
- Based against these I reengineered the process in place to provide a leaner and quicker result time, I redesigned the CRM, liaised with the supplier by proposing new interfaces, rewrote all correspondence; letter, email and SMS and created development plans for staff to be fit for the new world via coaching, training, and personal development plans.
Contract – Consultant Project Lead – Contact Centre
My CSP – My Civil Service Pension
01.2015 - 06.2015
- Project Manager on providing service centre for queries regarding changes to Pension scheme
- Transition of new Government pension policy for Civil servants – Alpha
- Creation of 2 new 100 seat contact centers
- Over 500k Civil service Pension scheme members were communicated to over a 6-week period
- Anticipated contact volume of 100,000 in 3-month timeline was reduced by active customer management to less than 10,000 – saved £550k on project budget target
- Redesigned the IVR to integrate with the MYCSP BAU lines, this had no impact to the main contact centre and protected the main contact centre service levels
- Working groups with the cabinet office to ensure they where fully aware of the state of play daily and and service recommendations.
Claims Advisory Group
Business Improvement Manager
06.2011 - 12.2014
- Lead on reengineering processes to streamline efficiencies
- 5 direct BA and PMs reporting line
- Transformation and introduction of new CRM, MI suits and SMS/Mail platforms
- Creation of 130 seat contact centre in South Africa the transition from CAG to CCI
- Time to deliver was 6 weeks 30% ahead of target
- Created new bank contact processes that became industry standard across all CMC's
- Created new dialler Strategies to improve Sales penetration and success through successful multi-channel contact strategies.
Customer Relations Service Manager (CCM)
Npower
01.2011 - 07.2011
- Head of NPower complaints department
- Reduced complaints Backlog to 21 days from 60 days plus
- Increased productivity by 20%+ in first 2 months though
- Reduced absence to 3.8% from 6%
- Introduced new Coaching methodology to increase advisor focus to external impact of actions - Internal Quality rose by 33%.
Senior Operations Manager
British Gas Energy First Contact Centre
07.2008 - 01.2011
- Operational leadership of the largest outsource British Gas contact Centre
- Through coaching and training reduced repeat contacts by 22% (right first time is at 85% for 4-week target) CSAT at 80%
- NPS, Highest across all BG sites, +25 2009
- 43 2010
- Absence reduced by 2.1%, (2.8%)
- AHT reduced by 130 seconds, - from 700(570), Call Quality increase by 16%
- (86%), Sales increase to 4.2% - (From 2.6% - 100% increase on Outsourced Target)
- Outbound DD conversion of 98% against a target of 50%
- BG contribution to Ventura 37% (Highest of all accounts From Lowest in 2008)
- 5.2 Revenue
- 10% profit margin
- Rewarded by an additional Consolidation team, outbound welcome team and Dynorod inbound contact Team
- (120 additional FTE) which I project managed the transition and implementation of from another outsourcer.
Capita Head of Operations
Dixons Carphone contact Centre
01.2007 - 05.2008
- Annual contact volumes – 8.7 million calls; 1.1 million written correspondence - 1500 FTE
- Recruited to increase the profitability and a smooth transition back to Dixons Carphone from Capita
- Capita profit at year end £6million - £29 million Revenue.
Senior Operations Manager
Capita –DWP Document Management Centre
07.2004 - 12.2006
- Site Manager for the Business centre in Nelson, Lancashire
- Tupe'd 120 staff from public to private sector
- Instigated new operation processes to increase delivery accuracy to 99.3% with 3 months from 63%
- Reduced service-related complaints to 0.2% from 9.5%.
Senior Operations Manager
Capita – DWP Document Management Centre
02.2004 - 07.2004
- Project managed the transformation from Iron Mountain to Capita
- Reengineered the end-to-end operational processes of the new DWP file store in Heywood, Manchester, the world's second largest Record storage Facility
- FTE 450
- Transferred 30 million local storages to create 70 million files
- In order for Capita to meet the DWP's revised SLA's and growth.
TVL Licensing Contact Centre – Service Delivery Manager
02.2002 - 02.2004
- Recruited as part of the transformation team to oversee the transition from the The Post office to Capita for TVL.
Education
Skills
- Advanced user of Microsoft Office; Word, Excel, PowerPoint, Outlook, Access, Project, and Visio P&L, Forecasting, MI and BIS
- Advanced training to administrator level on Call centre monitoring tools; Symposium & Aspect ACD, Meridian and Mustang Email
- SAP
- Advanced Outbound Dialler – Amcat
- Quality accredited ISO9001/ISO16001
- Disaster recovery compliant
- Trello, Jira, Slack, Notion, Monday, lucid charts, YAY, 8x8, Cyber essentials
- BPSS Cleared
- Strategic planning
- Supply negotiation
- Operational support
- Contract management
- Team building
Custom
Keen photographer, specializing in cityscapes and travel photography, cycling, technology and travel.
Personal Information
Title: Transition/Transformation Project Lead & Operations Consultant
Timeline
Project Manager– Transformation/Transition
Pinnacle - DIO/MOD New Accommodation Offer
08.2023 - 04.2024
Head of Operations
Intelling (Outsourced Contact Centre) –(Staysure Travel Insurance)
11.2022 - 05.2023
Head of Operational Transformation
Fastdox Ltd
03.2022 - 10.2022
Project Manager
Doshh - Contract
08.2021 - 04.2022
Head of Business Improvement
Legal Hub Group
02.2020
Operations Director
KBK Meal prep
01.2019 - 02.2020
Operations Change Manager
Prime Document
03.2018 - 02.2019
Operations Director
Lepus Marketing
06.2015 - 03.2018
Contract – Consultant Project Lead – Contact Centre
My CSP – My Civil Service Pension
01.2015 - 06.2015
Claims Advisory Group
Business Improvement Manager
06.2011 - 12.2014
Customer Relations Service Manager (CCM)
Npower
01.2011 - 07.2011
Senior Operations Manager
British Gas Energy First Contact Centre
07.2008 - 01.2011
Capita Head of Operations
Dixons Carphone contact Centre
01.2007 - 05.2008
Senior Operations Manager
Capita –DWP Document Management Centre
07.2004 - 12.2006
Senior Operations Manager
Capita – DWP Document Management Centre
02.2004 - 07.2004
TVL Licensing Contact Centre – Service Delivery Manager
02.2002 - 02.2004
Transition/Transformation Project Lead & Operations Consultant
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