Chris Lofts

Current

Principal Consultant at Cavendish Business Consulting

Past

Co-Owner at Specialist Call Centre Services
Principal Consultant at Catalyst IT Partners
Senior Business Consultant at Amdocs

Solutions Consultant at Nortel Networks
Call Centre Operations Manager at Odeon Cinemas Ltd
Operations Manager South at Rail Direct Ltd
Call Centre Manager at South Eastern Trains
Retail Training Manager at Network South East

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5 more...

Education

Wine & Spirits Education Trust
Plumpton College
University College London, U. of London

Herne Bay Secondary Modern School

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1 more...

Recommended

3 people have recommended Chris

Connections

86 connections

Industry

Management Consulting

Websites

My Company

Chris Lofts’s Summary

Call Centre Consultant and Senior Manager with 15 years experience in large scale implementations, business reviews, change initiatives and multi site operations. Former Solution Consultant undertaking projects for Call Centre, CTI, IVR and Multi-Media Messaging technologies and business process. Experienced CRM implementation Senior Business Analyst/Consultant with full project lifecycle experience across a range of market sectors and clients. Available for contract assignments both in the UK and Europe.

Chris Lofts’s Specialties:

Call Centre Project Management, Business Analysis, Process Mapping, Operational Reviews, Enterprise CRM Implementation, Call Centre Systems including ACD, IVR, CTI and Speech Recognition, Training and Training Management, Recruitment Consultancy, Web Site Design using Dreamweaver, Fireworks, and Flash, Search Engine Optimisation, Budgetary Control, General Management.

Chris Lofts’s Experience

Principal Consultant

Cavendish Business Consulting

(Management Consulting industry)

October 2008 — Present (1 year 2 months)

Working as an independant consultant. Providing interim management services to the call centre industry and business analysis and CRM consultancy to clients implementing or changing IT systems or processes.
Co-Owner

Specialist Call Centre Services

(Human Resources industry)

November 2004 — September 2008 (3 years 11 months)

Delivery consultancy projects including process re-engineering, operational reviews and optimisation and large scale recruitment campaigns.
Recruitment of senior candidates for IT & Telecoms, Call Centre and Project Management roles.
Organise and manage recruitment campaigns including telephone interviews and the facilitation of assessment centres.
Principal Consultant

Catalyst IT Partners

(Privately Held; 11-50 employees; Management Consulting industry)

2004 — 2004 (less than a year)

Call Centre and CRM implementations including business process re-engineering, requirements gathering and system design and implementation.
Senior Business Consultant

Amdocs

(Public Company; 10,001 or more employees; DOX; Computer Software industry)

November 2000 — December 2003 (3 years 2 months)

Key project team member for full project life cycle from initial engagement to business as usual support post implementation.
Business solution architect
Requirements gathering, system functional design, UAT, system training design & delivery, interface between technical teams and client.
Undertake scoping, gap analysis and business process modelling activities to facilitate smooth implementation of the Clarify e-Front Office suite of applications.
Provision of advisory consultancy to systems integrators and partner companies during implementation.
Delivery of Clarify e-Front Office training courses for customers and partners.
Solutions Consultant

Nortel Networks

(Public Company; 10,001 or more employees; NT; Telecommunications industry)

June 1999 — November 2000 (1 year 6 months)

Provision of expert level consultancy in Call Centre, CTI, IVR and Multi-Media Messaging technologies and business process.
Responsible for business and process design of solutions based on business drivers and objectives of customer organisation.
Act as key internal resource for consultation on product requirements and assisting other team members to understand the process and technologies involved in the call centre, CTI, IVR and messaging environments.
Call Centre Operations Manager

Odeon Cinemas Ltd

(Entertainment industry)

July 1996 — June 1999 (3 years )

Accountable for the delivery of a high quality advance booking service through two call centres located in Bromley (Kent) and Stoke on Trent.
Direction of management teams responsible for day to day operation of the two call centres.
Accountable for advance sales of £20 million per annum with operating costs of £1.2 million per annum.
Responsible for identification and development of new market opportunities.
Responsible for developing systems to ensure that latest industry technology is employed and new opportunities are identified and pursued.
Accountable for 300 staff.
Estimated number of calls 6.5 million per annum.
Act as internal Call Centre consultant.
Operations Manager South

Rail Direct Ltd

(Transportation/Trucking/Railroad industry)

July 1995 — July 1996 (1 year 1 month)

Also Call Centre Strategy Manager for South Eastern Train Company during this period.
Call Centre Manager

South Eastern Trains

(Public Company; 1001-5000 employees; Transportation/Trucking/Railroad industry)

October 1993 — July 1995 (1 year 10 months)

Operation of small contact centre handling public rail travel enquiries.
Retail Training Manager

Network South East

(Transportation/Trucking/Railroad industry)

February 1989 — October 1993 (4 years 9 months)

Network South East was the headquarters organisation for a large part of the public sector rail industry. I was retail training manager responsible for development and implementation of customer facing staff training across this network.

Chris Lofts’s Education

Wine & Spirits Education Trust

Wines & Spirits 2008 — 2008

Intermediate Certificate in Wines & Spirits - Merit
Plumpton College

Wine Studies 2007 — 2008

Principles of Wine Making - Pass
Principles of Vine Growing - Merit
University College London, U. of London

Extra Mural Certificate in Transport , Transport , 1988 — 1989

Transport Policy & Law - Merit
Transport Economics & Finance - Pass
Transport Operations & Planning - Pass
Herne Bay Secondary Modern School

1973 — 1979

Activities and Societies:

6 Average Grade CSEs