Dino set up his first outsourced contact centre business in 1997 and with his business partner built it from a four-person outfit to a 300 seat blended operation. In September of 2007 he sold the business to a $750mn global diversified conglomerate with interests in telecoms, software, mining and manufacturing.
Dino has extensive experience of operational implementation, customer service delivery & strategy, sales & marketing process, business process & project management, change management & industry best practice. He has also been extremely successful in identifying and capitalising on new business development opportunities in helping to drive both customer service and sales excellence within both “Direct Sales” & “Customer Service” environments.
Head of Operations
Sarah has been in the outsourced service provision for the last 16 years and has been managing contact centres for over 20 years, starting her career in the banking industry before moving to Telewest. Experienced in organisational growth, transition and transformation, service delivery and customer strategy, client relations and developing operational infrastructures, Sarah has spent the last 16 years running operations in Customer Service, Digital and Sales environments for blue chip clients across a wide variety of sectors.
Senior IT Manager
Richard has 18 years IT industry experience managing both infrastructure and IT BAU activities. He has managed IT systems for numerous high-profile companies such as Credit Agricole S.A, The Legal 500 and Pink Floyd Music Publishing Ltd. As a leader in Virtualisation technologies, Richard brings a wealth of experience in the areas of high-availability and disaster recovery. Technical accreditations include Microsoft Certified Systems Engineer and Microsoft Certified Small Business Specialist. Richard's specialist technical knowledge ensures that Ventrica leverages the best technology to meet the challenges of an ever-changing landscape in the world of converged telecoms and IT.
Head of Client Services
graduated from City University Business School London in 1997 with a 2:1 BSc
Honours degree in Banking & International Finance. He spent 5 years working
as a Foreign Exchange trader for a number of large international investment
banks in the City, including Westdeutsche Landesbank and JP Morgan Chase. In
2003, Ian joined Royal Bank of Scotland and spent 6 years heading up large operational
teams in their Cards Collections & Recoveries business. In 2009, he joined
RBS Corporate Bank to manage their system access support teams, coordinating
the roll out of web chat to internal support desks within the Bank. Most
recently, Ian headed up the RBS Corporate Service Centres in London, leading a
team of 250 customer service agents and managing the Bank's relationships with
their top Corporate clients. Outside of work, Ian is a keen advocate of the
charity Career Academy. Ian joined Ventrica in July 2015.
Business Development Manager
Steven's career in outsourced contact centre services started in 1994. He has worked across most operational, technical and client management roles but for the last 20-years has focussed on sales and business development. Steven joined Ventrica is January 2018 as our Business Development Manager. Steven is a passionate and dedicated Business Development professional with an excellent track record in business process outsourcing for omnichannel contact centre services. He has an in-depth knowledge of systems, operations and people, with expertise in developing cost-effective solutions that enhance the customer experience. Steven has a strong sales and operational background and offers a consultative approach and an ability to confer persuasive messages across all levels of business.
Priya studied BSc Economics at Royal Holloway, University of London and obtained a 2:1 with Hons. She started her career with HSBC as a part time agent during her further education. Since graduating, Priya has developed extensive experience within Operations, Account Management and support roles. She has continued to utilise her management, customer service and sales skills experience within Retail and Commercial sectors alike. Priya joined Ventrica in August 2010 and has project managed the set up of numerous ‘blue chip’ accounts. Her enthusiasm and drive to learn enables the proactive approach often required by gaining the relevant knowledge, discovering customer needs, and matching these with solutions Ventrica can provide. Priya moved into the Ventrica Business Development team in January 2013.
Tanya has over a decades experience in the outsource service industry, initially working for Converso as an advisor, then team manager, before working in client services for over eight years. Tanya joined Ventrica in 2013 as an Account Manager. She works with a number of clients but her area of expertise and passion is in retail customer service. She manages accounts such as Charles Tyrwhitt, Deckers & Vivobarefoot. Tanya is committed to driving service excellence, increasing first contract resolution and process improvements in order to drive up customer experience. Here role is predominately to service the clients with any requests they have, provide regular MI and service recommendations during business reviews. In addition Tanya works closely with operations, QC and training to ensure ongoing development in these areas. Tanya has a proven track record of customer retention & existing customer growth. She has excellent project/process management skills.
Having gained a Physics degree from the University of Wales, Jim had a short spell as a teacher before joining HMC&E as a programmer in 1987. Jim then moved over to work for a software house in 1992 and was placed at JP Morgan. In 2002 Jim joined Converso and quickly became a key member of their IT department, gaining experience of the industry before moving over to work as IT Manager at Ventrica in 2010. Jim's role includes writing scripts for calls and email campaigns and creating reports for clients and the management team. Jim is passionate about ensuring procedures are followed and also enjoys taking part in the Ventrica baking competitions!
IT Infrastructure Manager
Jon has worked in the IT sector for 16 years, with over 10 years experience in the outsource service provision. He started as a VB/SQL developer for AAH Pharmaceuticals, developing systems and processes for distribution of NHS inoculations such as Flu/Tetanus/MMR to surgeries and medical centres. Furthermore, Jon developed systems to assist conformity to the ISO:9001 quality standard. Jon joined Converso in September 2002 and developed both company core systems and bespoke client solutions. Alongside this he gained numerous years of experience in script/report development and Avaya switch administration, before joining the Ventrica IT team in May 2013.
Sue has spent the last 20 years working in a security environment conducting due diligence investigations on behalf of ultra high net worth families and corporations, and writing tender documents for the MoD. Sue joined Ventrica in 2017 as an Advisor for New Look and was recently promoted to the role of Night Manager. Sue's role includes overseeing the advisors working on Bureau, New Look, McDonald's and Jimmy Choo on the overnight shift, ensuring that any complaints, escalations or emergencies are dealt with expediently. In addition, Sue ensures that all out of hours procedures are followed correctly. Sue lives and breathes the Ventrica values and is passionate about great customer service.
Sara has over 13 years' experience in Human Resources
and her broad experience includes employee relations, reward & benefits,
payroll and change management. Her experience in HR was gained in various
industries including charities, professional services and most recently in
Regulation. Sara is a member of the Chartered Institute of Personnel and
Development (CIPD). Sara joined Ventrica in January 2018 as HR Manager, her role covers a
wide range of employment matters and payroll. Sara is an asset to the Ventrica team.
Resource Planning Manager
Starting with NatWest Bank 23 years ago, then RBS Group
in 2000, Nick has 18 years experience in Resourcing. Utilising Nick’s
analytical skill, he visited numerous sites to implement cost-saving exercises,
reviewing established processes, allowing for improvements, increased
efficiency and delivery of results. Nick was tasked with performing Capacity
Planning for all Telephony and Back Office functions, seeing him responsible
for both call and resource forecasting for c.1500 FTE, across a multi-site
operation. This involved scheduling resource and producing Management
Information tools to assist with evaluation, supporting decision making and
developing solutions for future business growth. Nick has a high knowledge of
Excel, building complex and powerful tools to aid with tracking and monitoring
of profitability, campaign and business performance, achieving increased
productivity. Nick has been in the outsourcing industry for the last 7 years
joining Ventrica in June 2013.
Anita has worked in recruitment for seven years across a variety of industries including retail, restaurants, public sector and financial services. Whilst studying her CIPD she decided to specialise in Recruitment & Resourcing and has worked in the graduate, specialist recruitment and high volume market place ever since. Anita joined Ventrica in 2017 as Recruitment Manager. Her role is to manage her team to ensure a smooth candidate journey from application through to day one of training. Every role is managed by the recruitment team, from Customer Service Advisors through to support roles and management, including all of the companies multilingual requirements. Anita is passionate about building on the candidate journey and engagement to ensure we have a strong diverse talent pool for the company.
Mai has over 20 years experience in customer service and for the past 15 years in middle management. She has worked in various industries including emergency response maintenance before becoming self-employed as a virtual administrator for three clients. Mai joined Ventrica in 2016 as a Team Manager for Barratt David Wilson Homes. Here role is to drive motivation, carry out productivity report analysis, performance management and identifying risks and dealing with internal and external escalations. Mai also manages the rotas and provides feedback on QC scores. Mai enjoys working with her team to identify training needs and to help develop them further.
Emma has spent over 14 years working within the
telephony industry, joining Lloyds Banking Group in 2003, initially as a
Customer Service Advisor and continuing on to Team Manager two years later. Her
natural flare for training saw her became a Learning Professional in 2007 and
ranked within the top 5 trainers in 2008, before moving on to manage the South
Region within Learning & Development. In 2013 Emma became Training Manager for an
International printing company where she was responsible for the learning needs
of the UK based operations and successfully implementing a Performance
Management culture. Emma joined Ventrica in September 2014 and since joining the
business has developed induction training for a variety of clients. She also manages the Quality Control team,
supporting the ongoing development of staff within that division.
career in finance started as a Foreign Exchange Dealer in the Treasury of HSBC. Rosanna's main areas were trading
dollar/sterling and sterling/deutschemark in the forward markets for over seven
years. Following this, Rosanna trained in IT, both teaching and technical
support but with her passion for figures decided to return to a finance role in
2013 and study the AAT. Rosanna has experience in various industries, most
recently as Finance Manager for a Digital Media Company. Rosanna is highly
organised and thrives on a busy environment and working with great people,
which is why she decided to join Ventrica in 2018 as Finance Manager, the company felt like a
perfect fit for her experience and she is delighted to be part of the team.
Service Delivery Manager
Kelly has over 20 years experience in the outsourced customer contact centre industry. She started her career at Message Pad which later became Converso. Her role initially as a call handler also included client liaison, reporting, team management and IT. In 2004 Kelly had a career change and worked as a senior secured loan and mortgage underwriter before returning to Coverso as a Team Manager in 2008. In 2011 Kelly joined Ventrica as a Service Delivery Manager for Barratt Homes. Her role involves delivering and executing a highly efficient omnichannel customer centric operation, she is responsible for recommending and deploying business efficiencies and driving improved customer experience, business engagement, slick processes and ensuring a good ROI for her client. Kelly has an analytical approach and is dedicated and passionate about all she does. In 2016 Kelly's team received recognition by being finalists at the European Contact Centre Awards for 'Partnership of the Year'.
Julie started her career working for UPS as an air freight supervisor at Southend and Stansted airport, before moving on to work as a property manager for over 15 years managing rented accommodation including rent, repairs and evictions for Countrywide Estate Agents. She later joined Lloyds Bank in Southend and built on her customer service experience by dealing with credit fraud and customer complaints. Julia joined Ventrica in 2014 and is a Team Manager on Bureau. Her role includes delivering excellent service to our clients, dealing with complaints and developing her team of advisors by coaching and providing feedback.
Karen has over 30 years experience in the domestic banking sector, with over 20 years in middle management. She joined Ventrica in 2014 as a Team Manager for Barratt David Wilson Homes. Karen's role includes managing over 30 members of her team along with her colleague Mai, performance management, coaching and developing her team, supporting recruitment activity, payroll, managing sickness and absence, reporting and giving feedback on QC and mystery shop scoring.
Dane has over 28 years in financial sales in London, Los Angeles, New York and Mexico City. He opened the Wall Street office for a Mexican/American company in 2005 and became a partner, running the operation for three years before moving on to another project in 2008. In 2013 he returned to the UK and joined Ventrica in 2016. Dane is the Team Manager for Canon. His role includes managing public and commercial sales, account management and new business development for Canon UKs desk based sales operation. The account started in June 2016 as a pilot scheme with five people. Dane now manages 14 account managers on the main desk and the team are now running two new pilot schemes for Canon in different areas of their business.
Before joining Ventrica Natalie worked for a number of years in the finance sector, both in the customer service and collection fields. Natalie joined Ventrica in 2011, initially as an agent working on one of our email campaigns, before progressing to Team Manager (most recently for Jimmy Choo). Natalie is now the Knowledge Manager for McDonald's which is a new role for Ventrica. Natalie will be taking responsibility for analysing customer contact trends to make recommendations on how to improve the customer journey, and she will curate the knowledge banks used by our advisors to make sure that each customer receives the best service possible.
Service Delivery Manager
Terry has 15 years experience working in customer service over a variety of industries including insurance, telecoms and maintenance. He spent six years working for a national emergency maintenance company starting out as a Sales Advisor and working up through to Complaints Manager. Terry joined Ventrica in September 2015 as a Team Manager for our Bureau department before his promotion to Service Delivery Manager for Mylan. Terry's role includes managing a team of Account Managers who supply influenza vaccines to health care professionals covering GP’s, pharmacists and hospitals plus other industry specific accounts. His main focus is driving sales over our peak season but his team also supply end to end customer service for all of their accounts. Alongside this he ensures that all of our processes remain compliant with all industry regulators. Terry has a strong customer focused approach working with the team to ensure an outstanding customer journey.
Lynn is an experienced team manager who has led teams in various industries for more than 14 years. Working for Access Credit Card Company she managed a team of 45 staff and then entered the oursourcing industry in 2001, working for Converso for five years. Lynn joined the Ventrica team in 2011 and is now the team manager for our outbound team. She oversees several campaigns for some key clients including PRS, WBCT, Go Train, Mutual and Stadia. Lynn drives her team to achieve their KPIs set by our clients by coaching and motivating and looking after her team to ensure they are happy and able to achieve their goes. Lynn truly cares about her team and lives and breathes the Ventrica values.
Pam started her career at HFC Bank working within the Customer Service department for over 10 years. Having gained extensive experience in customer service excellence, Pam later entered the outsource service provision industry where she continued to apply her skills in training, management, which carried her through to a Team Manager role at Ventrica in July 2013.
Tracey started her career working for Lloyds Banking Group with six out of her eight years spent as both a team manager and regional service and sales coach. Her main role was to coach team managers to support them in lifting both service and sales results for their teams, as well as drafting and training new material. Tracey was recognised in both roles for turning underperforming teams around and for her coaching skills/experience with both advisors and management alike. Tracey joined Ventrica in 2014 and is a Team Manager on Bureau, she ensures the smooth running of our bureau accounts, customers and advisors whilst being proactive in following strict out of hours procedures. Tracey manages between 15-20 staff over the weekend periods and is the main referral point for advisors. Tracey is passionate about her role and loves how it fits perfectly around her home/work life balance, she thrives on the fast paced environment it presents and how she needs to think on her feet daily.
Charlotte is an experienced Team Manager having worked previously for Lloyds banking group as a collection specialist, she then moved on to manage a team of 30+ agents. Her role included supervision, mentoring, problem solving, along with negotiation skills within a pressurised environment. She supervised the induction and Academy training of over 100 new starters in the space of 18 months. Charlotte joined Ventrica is 2012 and is a Team Manager on Bureau. Her role includes the smooth running of the department out of hours and driving the team to provide outstanding customer service. She is passionate about her team and tries to ensure that each day they are happy and feel supported in their role. Charlotte is very proud of the growth in the bureau department and the progress the team have made. She is extremely organised, excels at facilitating good working relationships, and developing staff performance to in turn exceed targets which are set for her and her team alike.
is an experienced Customer Service Manager who started her career within the
financial sector as a Customer Service Advisor before swiftly being moved into
a supervisory role and then progressed to manage the team. Maria later entered
into the Insurance industry to manage a challenging 24 hour contact centre
responsible for the development and coaching of 26 advisors. Maria joined Ventrica
In March 2015.
Before joining Ventrica Calvin worked at Converso for over four years as a Training Manager. He was responsible for training and coaching all staff across the business on over 50+ accounts. He ensured the level of Customer Service provided exceeded client expectations and company standards and identified areas of improvement and set up regular workshops to tackle those areas. Calvin joined Ventrica in 2013 and is now a Team Manager for New Look. Calvin's role enables him to work with the key people in the business (our advisors). Calvin is responsible for coaching and developing advisors to achieve KPIs through performance management and to oversee and ensure we provide exceptional customer service to our clients customers, he runs daily MI reports for our client and gets involved in projects across the business. Calvin has great passion for quality customer service and has been able to use his skills to progress his team and achieve the best results ever since.
Katie has over 12 years experience in marketing and project management. She started her career as a Digital and Print Manager for a recruitment advertising agency in the city before moving on to work for McDonald's UK for over seven years, managing projects and events as well their website accessed by over 100,000 staff. Katie gained her PRINCE2 Practitioner qualification in 2014 before taking up a marketing role closer to home. Katie joined Ventrica in September 2017 and is responsible for the Ventrica brand and shaping, developing and implementing customised marketing solutions. Katie is passionate about design, writing and most of all she cares about the people she works with.
Service Delivery Manager
Nicola joined the Ventrica management team in April
2013 as our Outbound Sales Manager. She has brought with her 10 years of
Customer Service and Sales management skills having worked for both Eon Energy
and Ironmongery Direct. She has a strong background in training, coaching and
staff development and set up and managed a wide range of outbound sales
campaigns including B & S card services, Trinity College London and
Assetsure Insurance to name a few. In December 2014 she transferred across to
our growing Barratt Homes account and supported the Service Delivery
manager in the ongoing project and proof of concept work as well as managing,
coaching and supporting the team members. Nicola is now the Service Delivery Manager for Jimmy Choo.
Ivan has over 12 years experience as a Facilities Manager, working for Palace Skyline in Southend before joining Ventrica in 2017. His role is to ensure that both of the Ventrica sites at Tylers House and Maitland House are well maintained, meet health and safety standards and are well equipped to meet the needs of our growing team at Ventrica, liaising with both our contractors and suppliers. Ivan is very proactive and passionate about his role and can always be seen with a smile on his face.