CCMA team

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: 0333 939 9964

Email: annmarie@ccma.org.uk

Ian Tulloch

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 and outsourced Contact Centres and was responsible for numerous start ups. Ian has influenced and shaped the development of a variety of Contact Centres and has worked with numerous blue chip companies.

 

Position: Training Consultant

Email: ian@ccma.org.uk

Helen Finnegan

Helen Finnegan

Helen has a background in Contact Centre Operational management gained from working for BMI and so has a grass roots understanding of the challenges of working in a multi channel, demanding environment.

She provides support to the rest of the CCMA team and along with other activities she tries to ensure that we are all in the right place, at the right time, doing the right thing with the right members!

Position: Business Support Manager

Email: helen@ccma.org.uk

Sinead Healy

Sinead Healy

Sinead is a seasoned Contact Centre Professional with 16 years experience of working in the industry across Sales, Service and Complaints within Financial Services, Travel and Retail organisations.

Sinead is an experienced coach. She gained her professional qualification from Henley Business School (she got an A, she’s very proud of that). Sinead coaches at all levels. 

Position: Training Consultant

Phone: 0333 939 9964

Email: sinead@ccma.org.uk

Keith Stagg

Keith Stagg

Keith is responsible for co-ordinating the UK National Contact Centre Awards and the European Contact Centre and Customer Service Awards (ECCCSA)

 

Position: European and UK Awards Director

Phone: 0333 939 9964

Email: keith@ccma.org.uk

Leigh Hopwood

Leigh Hopwood

Leigh has a real passion for marketing and has over 17 years experience in marketing.  She established herself in the contact centre industry over 10 years ago whilst Head of Marketing at Sabio where she remained for 7 years before setting up her own business, Redd Marketing.  As well as being a Chartered Marketer, she is an active member of the Chartered Institute of Marketing (CIM) where she is currently the elected Chair for the South East.

Position: Brand Manager

Email: leigh@reddmarketing.com

Karen Butterworth

Karen Butterworth

Karen has over 25 years experience working in Customer Service Operations. She has operated across both frontline and support functions having worked her way through the ranks of Advisor, Coach, Team Manager and Leadership roles in Contact Centres

She has a degree in business management and now specialises in the design and development of management training and development.

Position: Learning and Development Manager

Email: Karen@ccma.org.uk

Milena Milligan

Milena Milligan

Milena joins the CCMA as Membership Director following many years of experience in Project and Process management in both the public and private sectors.

She brings a wealth of practical knowledge in organisational change and structure and will initially focus on continuing to improve CCMA deliverables and membership engagement with the Association

Position: Head of Member Engagement

Phone: 0333 939 9964

Email: milena@ccma.org.uk

Jenifer Lord IATCM

Jenifer Lord IATCM

Jenifer is a qualified and highly experienced Coach and Trainer with over 30 years working in the Customer Service profession.

Jenifer is passionate about the Contact Centre industry and understands that the key to success in both life and business is through people. Her skills include a background in psychology, a practitioner qualification in Humanistic NLP, qualified in NLP for Agile Communication and Creative Problem Solving as well as being a Myers Briggs Type Indicator Practitioner and a certified Ericksonian Conversational Change Practitioner. Jenifer has a wealth of experience across Contact Centres including Coaching, Operational skills, Performance Management, Employee Engagement and Leadership Capability.

Position: Training Consultant

Dawn Redman

Dawn Redman

Dawn has over 25 years experience of working at a senior level in the Contact Centre Industry. Recently Head of Customer Service for Hermes Europe, the UKs largest national Courier home delivery specialist, she has also worked for major UK retailers Freemans and OTTO.

Dawn brings a wealth of practical and strategic experience in all aspects of people and change management. An award winner leader, she was awarded Contact Centre Manager of the year 2013 and Customer Experience Champion 2015 at the UK National Contact Centre Awards.

Position: Head of Membership Development

Email: dawn@ccma.org.uk