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Sutherland - Operations Manager - Glasgow, Scotland, UK

Pamela Sutherland

Glasgow, Scotland, UK


Unfortunately in 2001 I was diagnosed with progressive MS leaving me partially house bound for 6 years and totally housebound for the last 3. Despite this I have been in constant full time employment and I have had no time off due to illness in the past 5 years, apart from one week in hospital. In September this year I along with nearly half the company were made redundant.
As I am house bound clearly this gives me the opportunity to work for any company based absolutely anywhere. Some companies actively look for worker like myself, others need to have it suggested to them, but from my experience it works wonderfully for employer and employee. Once that initial IT link up is in place the rest is easy.

Like all other C.V. 's mine contains the details of my work experience but not my passion for producing excellent work. I have always really enjoyed working in every job that I have had, now I do not only want to work, but I also really need to work to keep me sane in my home.


Operations Manager

  • Full time
  • Part time
  • One time
  • Contract
  • Temp


Along with the normal resourcing and analysis work you would expect, I have also worked with different departments across the company producing monitoring and forecasting tools. I worked closely with IT maintaining for several year the IVR and CCM myself before we changed to VOIP and I happily passed this sector of the business to IT's care. I learn quickly and enjoy anything new that allows me to stretch the skills I already have.

Work History

Operations Manager

ICS Ltd (International Correspondence Schools

March 1998 - September 2011

I joined my last company, ICS (International Correspondence Schools), in 1998 as a sales agent within 12 months moved to Sales Manager and in August 2000, to my present position of Operations Manager. A role that I totally thrived in and I had developed and built to its present scope. I now feel that having assisted in the transformation from call centre to contact centre and developing and adapting from nothing a detailed and auditable reporting and resource system that I am ready for a new challenge.

I am and have been responsible for developing VBA programs used for setting resource levels in contact centre, arranging and allocation of shifts, holidays and individual targets to achieve all centre goals. Supplying target achievements and commissions to be paid, along with rolling monthly performance information, highlighting any area of concern.

Developing and producing Excel reports for Call centre management on individual performance in all areas and daily / monthly reports for Senior Management covering all aspects of the call centre / company performance. Analysing past performance and predicting future results based on available data. In addition, totally automated systems for recording and sending on to outside suppliers new enrolments

Call, lead, sales and cancellation data by product for Marketing Department and Product Development, presenting it in daily/monthly /year to date, formats.

Developing reports on company own reporting system for all departments use. Exploring all system for information contained that may improve company reporting and performance, and improving availability of such information as required. Locating possible breaches in company procedure and deliberate violations of all rules and procedures, accompanied by validated evidence. Supplying and/or locating information on legal requirements for the Call Centre.
Ensuring at all times that an auditable trail is maintained and implementing procedures to ensure security of info

Sales Advisor


January 1996 - March 1998

During my time at BT I was selected to take part in the ‘Winback Campaign’. This involved cold calling Cable customers and convincing them to return to BT. As I was among the top 20 sales people on that campaign; I was then selected to take part in the ‘Reconnection Campaign’.

I left BT and moved to I.C.S. to gain experience of a different type of selling and sales environment and to expand upon my sales track record.

I was also a BT ambassador and BT mentor. On top of these extra roles I assisted in my own time, in the organisation of several large Charity Events for the company in Glasgow.


Excel Expert

My passion for Excel is total. I am completely self taught and I am always expanding my knowledge as I just love creating new programmers and not only achieving the requirements for the report but exceeding them. The connected vidio on youtube is from the user side and appears nice and simple, but I am considering including some other which show the automation side.

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