Deborah Woods

Contact Center Manager @Costa Coffee

Loudwater, GB

Over the past six years, I’ve led the transformation and development of Costa Coffee’s AFH Contact Centre function. Starting with two separate teams, I successfully merged and cross-trained them into a unified, high-performing operation. I navigated the team through the challenges of the COVID-19 pandemic, implementing a hybrid working model while maintaining exceptional service standards.Currently, I manage four Team Managers and oversee a contact centre that handled over customer interactions last year. My focus is on delivering outstanding partner and customer experiences, driving service excellence, and supporting business growth through technology and continuous improvement.Key Responsibilities:Strategic leadership of contact centre operationsCoaching and development of Team Managers and frontline teamsEnhancing partner experience and service deliveryImplementing new systems and technologies to improve efficiency and support salesDriving performance through KPIs and operational metricsLeading change management initiatives across hybrid teams

James Watt College

International Travel

Gourock High School

English Language and Literature, General