CCMA board

Ann-Marie Stagg

Ann-Marie Stagg

Ann-Marie Stagg is the Chief Executive of the Call Centre Management Association in the UK and President of the European Confederation of Contact Centre Organisations (ECCCO). She is also a UK Ambassador for the Customer Experience Professionals Association (CXPA).

Before devoting herself full-time to these organisations Ann-Marie has 25 years of operational contact centre experience leading both sales and service operations at Director level for blue chip companies including the Automobile Association, Scottish Power, Brakes Food Group and the Co-operative Bank.

Position: Chief Executive

Phone: 0844 8000623

Email: annmarie@ccma.org.uk

Rachel Hodgson

Rachel Hodgson

Rachel is a Senior Operations Manager who specialises in Customer Retention and has over 20 years experience in the industry,

Rachel has worked in both insurance and service sectors for Privilege Insurance, Equity Insurance Services, E-ON, Gallagher Heath Insurance Services and is currently at iGO4 Insurance.

Rachel has been a member of the CCMA for more than fifteen years and was previously a winner of the Team Manager of the Year award.

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.

 

Pauline Smith

Pauline Smith

Pauline is currently the newly appointed Head of Action Fraud and National Advisor to the Association of Chief Police Officers on Police Contact Management. She has programme managed and delivered the first single non-emergency number for the Police Service (101) across the UK, in 2011,

Her efforts were 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 police contact management a critical area of policing, including the National Call Handling Standards and more recently has written the National Contact Management strategy and interactive National Contact Management Principles and practice 2012. Her work has 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 Honors’ 2008.

Dave Hotson

Dave Hotson

Dave has been on the CCMA Board since 2002 and has extensive contact centre experience in a range of roles and in a range of industries. Dave is the Global Service Delivery Organization Lead for Accenture providing contact centre services for a number of Blue Chip clients. Dave has a strong track record in delivering across a number of capabilities including HR Services, Credit Management & Collections, Customer Service and Technical Support. He has developed his career through working for a number of high profile organisations including Accenture, Centrica, Vertex, Time Group and North West Water. Additionally he has been responsible for delivering BPO services for key clients such as BT, Telefonica, Capital One, Littlewoods Bet Direct, South West Water and United Utilties.

Dave has extensive knowledge of managing global operations across UK, Ireland, Europe, APAC, and North America and provides support for business development opportunities across all of those regions.

Dave has a passion for delivering performance through effective leadership and people development. Recent awards include winning Accenture’s Most Inspirational Senior Manager for the UK in 2012 and won the Europe, Africa and Latin Amercia (EALA) Innovation Award for the same year.

Phil Goodwin

Phil Goodwin

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

Position: Technology Advisor

Becky Simpson

Becky Simpson

Becky was one of the first members of the CCMA at its launch in 1994 and has worked in the industry since 1988. An experienced Contact Centre Operations Director with a particular interest in change management and transformation, Becky is now Vice President, Contact Centre Operations for Carnival UK and responsible for their inbound and outbound sales and service functions plus customer care and communications.

Becky’s career in the industry was established with NatWest where she worked for 14 years. Since then she has worked across most industry sectors and with numerous blue chip organisations including British Airways, First Group, Rolls Royce, Sainsbury’s, The Ministry of Defence, DHL, The British Council, Capita, Daily Mail Group and Intercontinental Hotels. Most recently she was Customer Success Director at TES Global where she was responsible for developing and delivering their Customer Experience Strategies across all channels. She is a Certified Associate of the International Customer Management Institute (ICMI) and a qualified project and programme manager.

 

Position: Advisor to the Board - Education

Tim Hughes

Tim Hughes

Tim is presently Head of Customer Excellence at HSBC group, leading the thinking and transformation of Customer Experience across the HSBC Group (Retail and Wealth Management - HSBC, First Direct, M&S Money;Commercial and Private Bank).

He has extensive experience at both developing customer experience strategy as well as leading large operational and call centre teams.  He has recently delivered a Customer Transformation in a major Utility where he moved them from a bottom to top quartile performer in just over three years while reducing cost of serve by circa 20%. The company was voted top Utility for Customer Service in the UK CSI survey of over 26,000 UK consumers.

Tim started his career at KPMG as a management consultant and has held various lead customer experience roles within the Financial Services and Utilities sectors.

 

Sarah Thornton-Davidson

Sarah Thornton-Davidson

Sarah began her contact centre journey managing telesales in the telecommunications industry. She moved into customer services and has worked for an IT company and an outsourcer looking after large multi site operations for a high street retailer. Sarah has delivered engagement improvement and operational improvement programmes with huge successes during her 20 years in the industry.

Sarah joined Iceland Foods 3 years ago and is leading a transformation and customer experience programme, raising contact centre standards within her own organisation and remains passionate about employee engagement and customer service improvement across the industry.

Position: Voice of the Member Board

Jonathan Cowie

Jonathan Cowie

Chief Operating Officer at Sovereign, one of the largest housing associations in the south of England, Jonathan is an accomplished strategic and innovative leader with a proven track record in leading business and service transformation, with the customer experience at the centre of organisational development.

Having shaped his career at global-leaders in telecommunications, financial services, FMC outsourcing, he is now leading a five year strategy to simplify and improve customer service delivery at Sovereign, implementing a new operating model and creating a partnership with customers to engage in and design Sovereign’s current and future services."

Position: Board member - Housing Associations

Adam Gould

Adam Gould

New to the CCMA Board in 2014 - Adam is an operational and project professional with 20 years’ experience in the customer service industry within both the private and public sectors. He is currently Head of Customer Contact at bpha a progressive Housing Association in the South East. Previously he held a similar role at Bedfordshire Police and before that a Operational Manager at one of the largest power utility companies in the UK. A dedicated contact centre professional with experience of managing multi and single site centres and implementing a wide range of contact centre technologies including CRM, ACD, call recording and work force management systems. He also has significant experience in leading successful culture change programs.

Position: Board member

Gabriela Thompson

Gabriela Thompson

Gabriela leads the Consumer and Corporate multi site Customer Service Contact Centres for Bupa working with large blue chip clients across the UK .

At Bupa Gabriela has transformed the corporate operating model improving the customer journey she has forged strong partnership with Bupa’s sales division and these developments have lead to substantial business growth.

A highly engaging Operational Leader who has 25 years experience of setting up, managing and transforming large inbound and outbound Sales, Servicing and Claims contact centre Operations.

Gabriela has worked for a number of large organisations in the UK across different service sectors including such companies as J D Williams, Littlewoods Retail, Rank Xerox, Vertex and Co-operative Insurance.

Gabriela ‘leads from the front’ is customer obsessed and extremely passionate about her people and their development!

Position: Board Member

Charmaine Vallance-Poole

Charmaine Vallance-Poole

An award winning contact centre leader, Charmaines role at Holland & Barrett is to ensure that the business achieves world class service through all their channels and across each customer journey.

Her passion is to create customer centric and highly performing teams; to inspire others to find their potential and act as a catalyst for individuals and team personal growth. 

Charmaine has worked in the Contact Centre industry for over 20 years, with extensive experience in Call Centre Operations, Customer Experience and Quality and she champions the cause of raising the profile of the Call Centre Industry and the professionals working within it.

Jon Bowen

Jon Bowen

Jon is Chief Operating Officer at Paymentshield the leading distributor of household and protection insurance through the mortgage intermediary market.

He has forged a career in delivery of customer service excellence in the financial services industry in both face to face and contact centre environments.

A people centric leader who uses his expertise in transforming customer experience, colleague engagement and embedding appropriate controls and governance to deliver excellent customer outcomes, strong culture and regulatory compliance.

Having managed multi-site, multi brand sales, service and remediation contact centres, predominantly in The Co-operative Banking Group and now leading the Operational, IT and Change functions within the business Jon’s passion for people and customers is underpinned by a drive for continuous improvement and significant experience in leading and delivering transformational change.

Position: Board Member

Adrian Morley

Adrian Morley

Adrian is an Economics graduate and chartered marketer with over 20 years’ experience in marketing, strategy and operations roles, mainly within the financial services and utilities sectors. In 2014 he set up PROBOTNIC, which is an acronym for his business mission to “Profitably Orientating Business Outcomes towards the Needs of Intended Customers”. He is currently engaged as a Change Consultant for the Co-operative group and supports a number of call centre industry associations to promote best practices, particularly around the use of Voice of the Customer to drive value.

Position: Board Member

Claire Carroll

Claire Carroll

Claire has been a Member of the CCMA for over 7 years and is currently Head of Customer and Membership Services at the Co-op. She has worked in Contact Centres for over 20 years and is passionate about supporting and raising the profile of the Contact Centre Industry. Claire has worked in the Finance, Insurance, Communications and retail sectors working for organisations such as GE Capital Bank, VirginMedia, HomeServe and BT.