nese rowe

I am a multilingual economist with an extensive managerial and corporate background spanning banking, back-office operations, and customer services across both B2B and B2C environments. With exceptional communication and emotional intelligence skills, I have built a reputation for effectively managing performance, projects, client relationships, and key stakeholder engagement. My track record includes delivering outstanding business and commercial outcomes in high-pressure settings, underpinned by deep expertise in change management and transformational leadership. Fully proficient in Lean Six Sigma methodologies, I confidently lead diverse teams, whether virtually, offshore, or office-based, ensuring operational excellence.

• Dynamic call centre manager with 20 years of experience in customer service, onshore and offshore management, sales, customer excellence, efficiencies, and productivity. Managed circa 650+FTE directly and supported international operations delivery. 
• Award Finalist in UK National Contact Centre Awards 2016 for implementing sales through service strategies and deployment. 
• Led offshore operations support to drive consistent delivery of key performance indicators, ensuring operational excellence across regions. Successfully implemented new operating systems for offshore teams in South Africa, fostering enhanced efficiency and alignment. Provided ongoing strategic support to enable exceptional customer experience and achieve critical operational metrics in both India and South Africa.
• Developed and implemented performance management and engagement strategies and plans.   Measured and monitored performance efficiently against established standards in a call centre and customer service and sales environment.
• Recruited, trained, and developed team members.
• Planned, organised, directed, controlled, and evaluated the consumer banking department activities, consistently achieving key operating metrics and sales targets—managed and controlled departmental expenditure within the agreed budget.

• 1988-1991 University of Istanbul: BA Economics in English