Mark Pugh
Head of Interpreting Operations @LanguageLine Solutions UK
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WORK HISTORY
Head of Interpreting Operations @LanguageLine Solutions UK
EDUCATION
Farnborough College of Technology
Diploma, Leisure Studies
SKILLS
ABOUT MARK PUGH
Overseeing Language Line Solutions Operational team, as Head of Interpreting Operations. I currently manage a team of 30 who provide services for UK based customers. I am a strong people manager with focus in personal development of staff through daily engagement. Experience in Call Centre (Helpdesk) and Customer Service environments with focus on Response Management and overall customer experience. Previous experience in working within the BPO/RPO industry in Shared Service Centres within United Kingdom and Poland. List of key skills below;* Ensuring Contractual SLA\'s are met.* Maintaining CTI compliance.* Daily Focus on Continuous Improvement.* Background in turning around under-performing teams.* High Level Stakeholder Management.* Strong Interpersonal and People Management Skills.* A Leader of people who can deal with any challenging situation.* Cultural Awareness and able to manage in an International Environment
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