Ruth Ellison
Newry,Armagh
Summary
Accomplished professional with a proven track record in managing global client relationships and driving operational excellence. Strong background in contract management, risk compliance, and financial oversight. Expertise in leading strategic initiatives to enhance client satisfaction and business growth.
Overview
14
14
years of professional experience
Work history
VP Client Solutions
Teleperformance
Global, Global
2022.02 - Current
- Global Strategic Lead for Client Relationship for CX, T&S & AI Operations for top 4 largest company client
- Managed Client spend of €160 Annual Revenue
- Responsible for global Operations of 4K FTE across 12 countries
- Introduced innovative solutions focusing on problem-solving and critical thinking skills.
- Managed Enterprise level contracting adherence, risk compliance
- Developed and implemented key operational initiatives to drive and maintain substantial business growth.
- Oversaw financial forecasting and compliance, ensuring alignment with corporate strategies and client needs.
- Led global RFI's, RFP's and proactive solutions for clients
- Led client relationship strategies for top-tier global accounts, managing diverse teams across 12 countries.
Business development coach
ActionCoach
Newry, Newry Mourne and Down
2021.04 - 2022.02
- Advised businesses on strategies that improved their market reach and profitability >15% in first 6 months
- Streamlined operational processes, improving efficiency across client organisations
- Hosted local networking events, strengthening professional relationships.
Account manager
Teleperformance
Newry, Newry Mourne and Down
2012.09 - 2021.04
- Main POC for client engagements
- Established CX Excellence team to deliver improvements to key metrics CSAT (17% in 12 months)T, AHT and Repeat Contact Rate (34% reduction in 18months). This program was shortlisted for CX awards in 2019.
- Developed Onsite program for clients most prestigious customers, resulting in higher CSAT and increased spend from top 10% customers
- Full P&L Ownership including budgeting, forecasting and GM delivery
- Established upselling program for frontline team members resulting in additional Revenue
Education
IATI - Accounting
Accounting Technicians, Ireland
DublinSkills
- Profit growth strategies
- Customer relationship management systems
- Executive decision-making
- Contract Management and drafting
- Risk & Compliance Adherence Management
- Identifying and executing on transformation Opportunities
- Global Site management
- Global Operations management & delivery
- C Suite stakeholder management
- Financial budgets
- RFP's & RFI's
- Autonomous Decision maker
- Strategic client relationship ownership
- Strategic planning
- Team leadership
- Process improvement
Affiliations
- Coach of underage girls LGFA, executive committee member of local sports club leading fundraising efforts to enhance the facilities and support to the juvenile members of my community
Timeline
VP Client Solutions
Teleperformance
2022.02 - Current
Business development coach
ActionCoach
2021.04 - 2022.02
Account manager
Teleperformance
2012.09 - 2021.04
IATI - Accounting
Accounting Technicians, Ireland