Meet the Trainers

 

All UK National Contact Centre Academy training programmes are delivered by people who are fully experienced and seasoned Contact Centre Managers.  We do not use generic customer service trainers. We believe that the contact centre environment in unique and that operational experience is the key requirement of anyone delivering or designing our courses.  Meet our trainers…​

 Sinead Healey

Sinead Healy

Sinead is a seasoned contact centre professional with 16 years experience of working in the industry across sales, service and complaints within financial services, travel and retail organisations.

Sinead is an experienced coach. She gained her professional qualification from Henley Business School (she got an A, she’s very proud of that). Sinead coaches at all levels.

 

Karen Butterworth

Karen Butterworth

Karen has over 25 years experience working in customer service operations. She has operated across both frontline and support functions having worked her way through the ranks of Advisor, Coach, Team Manager and Leadership roles in contact centres. She has a degree in business management and now specialises in the design and development of management training and development.

 

 

 

Ann-Marie Stagg

 

Ann-Marie Stagg

Ann-Marie Stagg is the Chief Executive of the Call Centre Management Association in the UK and President of the European Confederation of Contact Centre Organisations (ECCCO). She is also a UK Ambassador for the Customer Experience Professionals Association (CXPA).

Before devoting herself full-time to these organisations Ann-Marie has 25 years of operational contact centre experience leading both sales and service operations at Director level for blue chip companies including the Automobile Association, Scottish Power, Brakes Food Group and the Co-operative Bank.

Ian Tulloch CCMA

Ian Tulloch

Ian has worked in the customer service industry for over 15 years and has a wealth of experience in a variety of roles ranging from sales to debt collection operations. Establishing his career in financial services, Ian became a Chartered Member of the Institute of Bankers.

Following this, he established a track record in both in house and outsourced contact centres and was responsible for numerous start ups. Ian has influenced and shaped the development of a variety of contact centres and has worked with numerous blue chip companies.

 

Mike Axford

Mike Axford

Mike is a contact centre specialist with over 16 years’ experience delivering a whole host of training programmes to customer service and sales front line agents.

Mike has led, developed and delivered training globally to diverse cultures including South Africa, Italy and the USA. He is an enthusiastic and passionate trainer with a wealth of experience within the contact centre industry

 

 Jerry Bernstein

Jerry Bernstein

Jerry has been consulting for 10 years across the Human Resources spectrum.

Jerry teaches Leadership Development Programmes for Leaders and Managers from all types of businesses. Provides 1:1 Executive Coaching, usually at Board/Senior Executive Level and helps facilitate better teamwork in the Board Room.

Jerry is good at facilitating learning, communicating ideas and motivating people to improve their performance.

 

 

Christine Chapman

 

Christine Chapman

Christine has nearly 20 years’ experience working with contact centres, starting in Communications before moving into Resource Planning.  She was Professional Services Manager (EMEA) at Blue Pumpkin Workforce Management Software (now Verint/Avaya), before becoming a freelance Consultant.  As well as delivering software best practice workshops, she tutors students studying for a degree in Contact Centre Planning & Management, and has delivered a variety of Resource Planning courses and workshops globally in a wide range of industries.

Jenifer Lord

Jenifer Lord

Jenifer is a qualified and highly experienced Coach and Trainer with over 30 years working in the Customer Service profession.

Jenifer is passionate about the Contact Centre industry and understands that the key to success in both life and business is through people. Her skills include a background in psychology, a practitioner qualification in Humanistic NLP, qualified in NLP for Agile Communication and Creative Problem Solving as well as being a Myers Briggs Type Indicator Practitioner and a certified Ericksonian Conversational Change Practitioner. Jenifer has a wealth of experience across Contact Centres including Coaching, Operational skills, Performance Management, Employee Engagement and Leadership Capability.