As Operations Director for one of SHORE’s key accounts, Paul provides leadership for the whole team to achieve this client’s objectives. This includes determining operational strategies by conducting needs assessment, performance reviews, capacity planning and cost/benefit analysis. He has over 20 years’ experience in customer service and sales, primarily managing small to large contact centers across multiple verticals in a number of regions. In Australia, he worked in various industries such as telecommunications, freight/courier, utilities and home security.
In 2011, Paul joined one of the UK’s leading providers of fixed line broadband, and was responsible for the operational performance of offshore contact centers from Asia to Africa. After moving to the Philippines, Paul was instrumental in the contact center and customer service transition of one of the largest consumer electronic organizations, developing programs to drive improvements in processes, and reduce costs while delivering exceptional customer satisfaction results.
Paul has lived in the Philippines since 2012.