OPERATIONS MANAGER (RETAIL)
Sunera has been in the BPO, Retail and Financial Services sector for the last 15 years. Her key focus area is Customer Service Management, Strategy and Revenue generation, She has run and operated large delivery centres (Voice / Non-Voice Channels). With an experienced solution-orientated approach she drives improvement and client satisfaction with the ability to re-engineer and mobilise solutions effectively. Her focus is on operationalising strategic objectives, growing client revenue and driving key business outputs.
HEAD OF LEARNING AND DEVELOPMENT
Karis has 9 years of experience in a variety of sectors including Energy, Online Retail, and Property in the UK and South Africa. During that period she spent time working in Operations Management for the Customer Service divisions before finding her passion in training and Learning & development. Her experience in Operations and L&D within contact centres is what allows her to work at many levels with internal and external stakeholders to help achieve strategic objectives. Her love for people, development and problem solving is what connects her well with the international BPO sector.
Ralph has been in the international BPO sector for the last 12 years, servicing various clients and industries within the UK, USA and Australian markets.
His vast experience as a Business Analyst has allowed him to broaden his career in Operation Management due to his deeper understanding of all aspects in MI, Data and Dialler management. This makes Ralph a valuable asset to the Bespoke International Group team.
CUSTOMER SERVICES DIRECTOR
Donovan is an experienced contact centre expert that has handled customer services across Omni-channels for Telecommunications, Broadband, Cable and Energy within the UK and US markets. Over the years he has been able to work in various departments across each market which include Customer Service, Retentions and Technical Support. He has developed his strengths to focus on analytics to use data-driven approaches towards building processes to improve performance through people and systems. Data is the key to understanding the opportunities to improve performance and this is reflective in the reporting that is created, in collaboration with the BI team, to identify these quickly and take the necessary actions to deliver results. He has a passion to ensure that people are put first and given the right skills, knowledge and resources to enable effective delivery against any metrics that are placed as KPI’s.
CLIENT SERVICES DIRECTOR
Lenny is a seasoned Contact Centre and Global Business Services professional with 16 years of experience in the industry. He has an early background in Technology / Finance and is a licensed Project Management Professional. He started his outsourcing career within the United Kingdom Telecoms and Financial space. Lenny has overseen diverse contact centre management functions during his career, including Operations, People, Technology. Compliance, Business Intelligence, Revenue Assurance, Projects & Business Development. He has demonstrated key strengths through his work in developing sound policy and governance frameworks, in particular his involvement in assisting organisations to align to leading international standards. He is highly process-driven and has focussed his career on process enhancements and solutioning. His experience and expert-level knowledge of all things outsourcing make him the ideal custodian to oversee client relations.
Daniel began his career in London where he qualified as a Chartered Management Accountant at AXA Investment Managers, a company with £600bn assets under management.
After gaining further experience at some of London’s largest investment banks and a renowned USA Private Equity company, he moved offshore to Gibraltar. As Client Relationship Manager for high net worth individuals, this meant great exposure to a varied portfolio of trusts and companies.
The management of the financial structure of a large BPO led to Daniel to move to South Africa as the company’s Financial Director; where a 9 years tenure saw him help grow the company to over 7000 agents.
Daniel’s duties include overseeing the management information, resource planning and project management teams as well as chairing various executive boards.
Rob is an experienced Senior Executive with a demonstrated history of working in the Outsourcing/Offshoring industry with skills in Operations Management, Site Management and Business development. Having joined the South African BPO industry in 2006 on the back of a successful career in the UK, Rob has been a major influence in the success of the industry as a whole. In the last 13 years Rob has assisted and played a major role in building some of the most successful and reputable Contact Centres in KZN, South Africa.
Operational excellence, innovation and a critical focus on people development have been key to his working with numerous internationally recognised clients offering them a solution that not only makes sense from a cost perspective but actually adds true value to the company’s culture, values and business model. This in turn has created over 10,000 job opportunities since joining the industry, creating opportunity and employment which in turn breeds success.
“Bespoke International Group aims to be a disruptive challenger, by changing the way BPO and the contact centre industry are seen. Not only are we bespoke in our client offerings but within our business and culture.”
As CEO of the Caudwell Group (2020 Mobile), Mark built and created one of the fastest-growing, privately-owned Telecom’s businesses in UK/European Corporate history. He took a loss-making UK mobile phone distributor to become the world’s most profitable value-add logistics and FM provider in the Telecoms arena, growing revenues from £60M to in excess of £1.3Bn via organic global growth. Mark sold the Group to private equity in 2006 for £1.5Bn cash with no warranties.
Post exit, Mark had a successful Portfolio & Investment career – including becoming the major seed capital Investor and Chairman for The Hut Group.com (THG). THG is now the largest online global beauty and wellness omnichannel retailer with an enterprise value > £5Bn+ backed amongst others by KKR and Balderton Capital.
UK based Mark, focuses on client management and is our lead consultant. He has over 30 years experience in the outsourced Contact Centre industry and has been involved in starting, growing and managing one of the largest Contact Centres in South Africa.
He was one of the individuals responsible for helping create the Call Centre Industry in the southern tip of Africa, which now employs in excess of 200 000 people. Working with the South African Department of Trade and Industry (DTI), he and his team were proudly involved in ventures to create jobs in South Africa.
Mark’s detailed knowledge of the Industry, his desire to succeed and work with clients and add value to the company is key to ensuring that Bespoke International Group achieves their mission of becoming the client’s contact centre of choice
“I believe our primary focus is in listening to clients, being proud to support their business and over-achieving against targets, while ensuring that the Bespoke International Group is a fun and happy work environment for all our present and future employees”.