Board and Portfolios

The Board of the Call Centre Management Association

Chair: ANN-MARIE STAGG

Ann-Marie has been a Board member for eight years and is the current Chair of the CCMA and a Vice President of ECCCO. Ann-Marie is the Head of Insurance Services at Co-operative Financial Services and has worked for a number of blue-chip organisations including the Automobile Association, Vertex, Scottish Power, Citibank and Brakes.

Winner of the CCMA Call Centre Manager of the Year in 1998 and the 2003 European Call Centre Professional of the Year; Ann-Marie was named European Call Centre Industry Champion in 2006 by a panel of 20 independent judges.

IAN PRAED

A CCMA Board member since he was named CCMA Call Centre Manager of the Year in 2003 Ian has over 20 years leadership experience in Sales, Service and General Management roles across both the Public and Private Sectors. He is currently Operations Director at Nemo Personal Finance in Cardiff.

Ian has extensive knowledge of contact centre multi-site applications as well as both new product introduction and channel development/start up experience. With an MBA from a leading UK business school he has been responsible for delivering both change management and process re-engineering while working with the RAC, Lloyds TSB and the South Wales Police Authority.

PAULINE SMITH

Pauline is currently assistant director of contact management for Staffordshire Police and her efforts were recently recognised when named as European Call Centre Manager of the Year 2005, the first ever public sector recipient of this prestigious award.

Pauline has been a party to the production of a number of landmark studies into her critical area of policing, including the National Call Handling Standards that have been acknowledged by Ministers as an innovative approach to underpinning good performance and management. She was made an MBE for her services to policing in the Queens Birthday Honours 2008.

GARY SCHAFFER

Winner of the CCMA Call Centre Manager of the Year in 2000 Gary has been in the call centre industry for 12 years, starting as an international telephone concierge agent for American Express platinum card holders. Other previous roles include Contact Centre Manager for ACC Telecom, a subsidiary of AT&T and Nortel Networks where he looked after 1st line fault reporting for Europe.

Gary spent 3 years as an Executive Consultant with KPMG Consulting as a contact management and call centre specialist working for hi-tech companies, local government and the NHS. Most recently Gary held the position of Head of Contact Centre for EasyJet before joining DHL as Customer Services Director.

DAVE HOTSON

Dave has been on the CCMA Board since 2002 and has extensive contact centre experience in a range of roles in a range of industries. Dave is currently the Head of Debt for Accenture working on their United Utilities contract. In addition to Collections he has led operations in sales, service and technical support operations for over 20 years. Dave has worked for a number of high profile organisations including United Utilities, Vertex, Time Group, Granville Technology, Centrica and Accenture.

Dave has a strong knowledge of in-house and outsourced operations having been, and also managed, a service provider. He also has extensive knowledge of migrating and managing offshore operations in India, Manila, Pakistan and France.

BECKY SIMPSON

Becky was one of the first members of the CCMA at its launch in 1995 and has worked in the Contact Centre industry since 1988. Becky is currently Contact Centre Director for FirstInfo, FirstGroup's specialist contact centre business. She is also a Certified Associate of the International Customer Management Institute (ICMI) and is Chief Examiner for a range of vocational qualifications.

Becky's career in the industry was established with NatWest where she worked for 14 years. Immediately after leaving NatWest Becky focussed on operational consultancy and latterly interim management. She has worked for numerous blue chip organisations including British Airways, Sainsburys, The Ministry of Defence, DHL, The British Council, Ventura and Nortel Networks.

BRENDA SHIELDS

Brenda has been a member of CCMA Australia since 1996. Brenda worked for TeleTech International for 9 years in Sydney, where she went up ‘through the ranks’ from agent to trainer, team leader and operations manager. Brenda left Australia to set up the TeleTech office in Singapore working with Singapore Airlines. In 1999 Brenda left TeleTech in order to come to the UK to live and work for ONdigital. In 2002 she pursued a career in interim management and consulting.

She has worked for organisations such as Capita, Ventura, M&G Investments and is currently the Consumer Transformation - Programmes Manager at Royal Mail.

Brenda has been a speaker at numerous conferences in Australia, Singapore and in the UK and was a finalist in the New South Wales CCMA “Top Gun” Call Centre Manager of the Year Awards. Brenda also sits on the CCA Standards Council.

The CCMA are supported by these non-executive directors:

IAN TULLOCH

Ian has worked in the Customer Service industry for over 15 years and has a wealth of experience in a variety of roles ranging from Sales to Debt Collection operations. Establishing his career in Financial Services, Ian became a Chartered member of the Institute of Bankers. Following this, he established a track record in both in-house & outsourced Contact Centres and was responsible for numerous start-ups. Ian has influenced & shaped the development of a variety of Contact Centres and has worked with numerous blue chip companies. His current role is as Fulfilment Operations Manager at OC5.

ROY BAILEY

Roy spent 22 years in the telecommunications branch of the Royal Air Force. He joined a manufacturer of message switching equipment as a systems planner and became Head of Sales and Support. After several years as a Telecoms Manager in the City of London and then as Information Manager with the Telecommunications Managers Association he went into consultancy.

With others, Roy founded the CCMA in 1995 and has been a Board member continuously since then.

Alan Vaughan

Alan is the Managing Director of Call Centre Consultants and was one of the founding Members of CCMA. He has been involved in the call centre industry for some twenty five years and for the last eighteen has been providing consultancy and educational seminars to the industry via his consulting firm.

Alan has provided consultancy services for numerous organisations from the very small start up call centres to large multi-national companies in both the private and public sectors. He is also a member of Communication Management Association where for the last three years was a board member and is a Global Partner of ICMI based in the USA.

Rachel Procter

Rachel has been a member of the CCMA for more than seven years and she was the winner of the Team Manager of the Year award in 2003. With over 13 years experience in the industry, Rachel has worked in both insurance and service sectors for Privilege Insurance, Equity Insurance Services, E-ON and currently for Heath Lambert Insurance Services.

A keen supporter of the CCMA, her passion is for people development and she has led and developed many initiatives through her career to continuously improve both her teams and her people.