Lorraine Day
Chief Operating Officer
A global C-suite / COO operations CX (customer experience) professional with 20 + years’ experience – with high focus on CUSTOMER, our PEOPLE, RESULTS – outcomes through leadership, culture and business transformation, strategically leading and transforming the UK, South Africa USA and European international teams across multiple commercial sectors including BPO. Delivering high performing teams and results through building, developing, empowering and motivating teams to achieve their full potential.
Successfully initiated and delivered change transformation programs for positive impact on the bottom line including increased profit margins, measurable improvements in service levels and high staff retention / satisfaction rates aligned through robust change and risk management frameworks. Excellent stakeholder engagement skills, ability to build strong relationships internally and externally to ensure end to end services are delivered, both in quality and in cost to challenging service levels.
Key focus on keeping the customer at the heart of every activity across the customer journey, leads strongly from the front, being highly available, energetic and transparent. Recognising that service levels are assured when you have happy and high performing people. Bringing CX, operational standards, digital and customer transformation expertise and “big picture” thinking into results – through People, Customer, Process, Technology and building the right culture through attitudes and behaviours.