Michelle Bentley

Senior Operational Excellence Manager @Capita

Sheffield, GB

EMAILS

[email protected]

MOBILE NUMBERS

+91 *********19

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WORK HISTORY

Sep 2024 — Present

Senior Operational Excellence Manager @Capita

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EDUCATION

2020 — 2022

Birkbeck, University of London

Master's degree, Organisational Psychology

SKILLS

Performance ManagementEmployee EngagementWorkforce ManagementIso 9001Information SecurityOperations ManagementTelecommunicationsCreative LeadershipSlaComplaint ManagementService DeliveryCommercial AwarenessCsatInternal CommunicationsTeam BuildingManagementContact CentersCommercial ManagementBusiness ContinuityPersonal DevelopmentBpoFun at WorkCoachingOperational EfficiencyTransition ManagementCulture ChangeStakeholder ManagementCost ReductionTeam LeadershipOutsourcingContact Center ManagementBusiness Process ImprovementBusiness TransformationCall CentersCustomer ExperienceSickness Absence ManagementPerformance ImprovementSecure EnvironmentProcess ImprovementIso27001

ABOUT MICHELLE BENTLEY

Organisational Psychology Masters Degree (2022)In addition to 10 years contact centre operational leadership experience, I have:• a track record of increasing employee satisfaction (enps) to industry leading levels• 20 years experience of working in and leading BPO contact centres, including set ups, recontracts and representing the operation as part of the wider programme team• expertees in managing public sector contact centre services with multiple compliance requirements• awarded a 1st in the Capita Group business awards for cost saving and efficiency

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