BECKY SIMPSON - LEARNING AND DEVELOPMENT ADVISOR
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. An experienced Contact Centre Operations Director, Becky now provides strategic consultancy support to organisations developing and improving the customer experience. She is a Certified Associat of the International Customer Management Institute (ICMI) and a qualified project and programme manager.
Becky's career in the industry was established with NatWest where she worked for 14 years. Since then she has worked with numeroud blue chip organisations including British Airways, First Group, East Coast Mainline, Rolls Royce, Sainsburys, The Ministry of Defence, DHL, The British Council and Ventura. Most recently she has worked with Intercontinental Hotels and National Express and is currently working with a FTSE 250 media and publishing company.
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.
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.
PHIL GOODWIN - TECHNOLOGY ADVISOR
Phil has 24 years experience in systems enabled change and has held numerous senior IT roles across many industry sectors. Phil currently works for Morrisons as Programme Director, Multi-channel and has delivered Europes largest Oracle Retail implementation. prior to joining Morrisons Phil worked in senior positions with Littlewoods Shop Direct, Brakes Food Service and PriceWaterhouseCoopers where he led a number of significant change programmes for Brystol Myers Squib, GM, Gallaher, Astra Zeneca, Shell and British Aerospace