Garry Gormley
Associate Management Consultant @Pen
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WORK HISTORY
Associate Management Consultant @Pen
EDUCATION
8x8 University
Sales certification, Cloud Telephony communications
The Knowledge Academy
Green Belt - Lean Six Sigma, Lean Six Sigma
The knowledge Academy
Black Belt, Lean Six sigma Black Belt
The Knowledge academy
Lean 6 Sigma Yellow Belt, Project Management
Eccles college
A level, Psychology, Sociology and Biology
CX Skills
CX Management Fundamentals, Customer Experience
The Institute of Sales Management (ISM)
Fellow, Sales and leadership
The Coaching Academy
DISC accreditation Level 2, Coaching
ABOUT GARRY GORMLEY
Spinning lots of plates and facing off to multiple challenges is part of the daily routine in contact centres. I’ve spent nearly two decades in the contact centre environment and as FAB Solutions, we recognise the common hurdles faced by contact centre leaders: high wait times, staff attrition, fragmented customer journeys, and the complexities of disparate systems and technologies. You\'re not alone in these challenges, and more importantly, they can be overcome.We specialise in transforming customer experiences which include: Streamlining inefficient processes to boost productivity. Enhancing sales strategies and improving customer acquisition and retention. Reducing customer complaints and protecting brand reputation. Building a positive culture and engaging employees.🤦 Smoothing out and digitising customer journeys deflecting and managing demand. Integrating multiple, disjointed systems for seamless operation.Are these your current focus areas? Enhancing customer satisfaction and service levels by transforming digital pathways and deflection rates. Refining operational processes for increased capacity and efficiency. Developing cohesive teams that communicate effectively and drive performance. Addressing staff turnover and understanding underlying issues. Elevating the skill set of your managers and employees for higher performance.Understanding the need for change is the first step. Having the time, energy, and resources to implement it is another.Our expertise includes: Tailored outsourcing solutions. Expert contact centre consultancy.🧑 Engaging frontline sales and customer service training programmes.🧏 In-depth leadership development training. Effective technology integration and Digital impact assessmentWe believe in a simple formula:+= outcomes.Our approach includes a comprehensive contact centre diagnostic to analyse your centre\'s data, followed by a six-step process improvement program. This approach helps in prioritising actions, identifying root causes, and implementing lasting solutions.Our focus is on people, processes, and technology to enhance capabilities, strengthen operations, and foster a high-performance culture. To learn more, book a free Contact Centre Health Check: https://calendly.com/garry-gormley/contact_centre_health_checkVisit us at enquiries: 07•••••••54 G••••••••@fabsolutions.co.uk
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