Meet the Teams
Meet the Teams
Say hello to our expert team!
We know that having great people means great outcomes that why we are proud to have such a great team of experienced consultants and trainers supporting us in our mission to help you deliver amazing Customer and Agent Experiences
To help support us in our mission to help Contacts Centres Do Better and Be Better we have a great team that are experienced in their field and bring Contact centre Solutions to life.
We only work with the very best people that have proven capabilities and are able to support your business objectives and develop your people along the way. We know sound operational platforms and great employee experiences mean great customer outcomes so we bring you the best people to deliver that, say hello to…
CEO & Founder – The FAB Group
Garry Founded FAB Solutions in 2019 after spending nearly 20 years working within contact centres across many roles driving change and innovation across Sales, Quality, retention and Training projects in both regulated and non regulated contact centres.
FAB Solutions is an Awarding winning Consultancy and Garry established this business off the back of a successful career in contact centres so that he could help contact centre professionals improve their customer experiences. With an expertise in Technology, Customer Contact and Operating Model design, he has led engagements ranging from wholesale contact centre platform moves, Webchat and chatbot deployments and process simplification
Garry is a contact centre consultant and loves to help organisations transform operating models with process improvement, innovation, technology and people engagement at the heart of this. He works with organisations to help them embrace omnichannel capabilities and create first class customer journey’s that create channels based on customer preference.
Garry’s approach is to focus on building a strong operational base and create a great employee experience and this will naturally deliver great customer outcomes. This is the consultative approach Garry takes with his clients working with them to understand the key process pain points, employee challenges, leadership skill gaps and broken customer journeys to help build a plan that means contact centres can use to fix their issues internally or if needed engage the FAB team to support you to transform performance and customer feedback.
Leading the replacement of legacy telephony systems to implement a full omni channel solution for clients including use of AI Intents for Email case management and the launch of Webchat capability.
Designed Automated Chatbot using a Virtual Chat bot and Whatsapp canned responsesfor a debt management and Insolvency provider to generate more leads and opportunities and qualify suitability without speaking to an agent..
Building a suite of automated Sales cadences for clients to optimise connection rates for outbound contact increasing touch points to improve conversion and agent productivity, including use SQL technology to prioritise contact based on age of enquiry and likelihood to answer.
Associate Management Consultant
Phil has over 15 years’ experience in contact centre and operational excellence roles and has proven delivery across multiple sectors including, BPO, Logistics and supply chain. Phil has crafted a niche for himself in digital transformation and operational improvement.
Phil has held senior leadership roles across diverse sectors, head of operations and Director of op’s roles driving efficiency in customer onboarding, client retention and both online and offline customer Journey’s.
Phil is a passionate practitioner, dedicated to helping businesses optimise operations for increased efficiency and profitability. His expertise includes streamlining processes, eliminating waste, and enhancing organisational effectiveness, examples include establishing an off-shore operational team of 50 to complete simple queries that saw 20% increase in customer satisfaction. With the success delivered from automation, Phil turned the customer service department into a revenue generating department that brought c£1 million annualised revenues
Workforce Management Consultant
Gordon has over twenty years in operational and resource and capacity planning roles across the Public, Private, Outsourced & Global sectors.
Experienced in all aspects of the Customer contact life-cycle from; customer experience & resource efficiency processes; workload forecasting, staff scheduling & deployment, he is a perfect addition to the growing FAB practitioner & associate team
if you are looking to re-engineer your planning functions, refresh your capacity planning, and build on Workforce optimisation plans then Gordon has the skills and experience to support your transformation
Gordon can support FAB clients with the design and development of key operational tools to improve operational experience and customer satisfaction.
Associate Director – Digital Transformation
Harriet is an experienced change leader Specialising in Digital transformation and Customer Journey mapping within the financial services and fintech industry to optimise the digital customer service experience.
Harriet’s expertise lies in taking the requirements from busy heads of Customer Service, digital transformation leads, and project managers, who are under pressure to transform the Customer Experience transformation and turn this into a smooth running and cost-effective transformation project.
Harriet’s ethos is aligned to the FAB Solutions vision of changing Customer perceptions of Contact centres by delivering great digital Customer Experience.
Attention to detail, understanding of and empathy for customer outcomes, and knowledge of regulatory obligations makes Harriet a perfect fit for the FAB Solutions team and their clients.
Vatsana (Vosy) Gordon
Associate Director – Workforce Management
With over 15 years of experience in the field of resource planning, Vosy is able to bring a wealth of knowledge and expertise to any contact centre.
With vast working experience of major call centre technology, including workforce management software (WFM), Vosy is able to support clients with the implementation and optimisation of many crucial systems creating a smooth operational rhythm to any contact centre and any size.
Establishing the needs of the contact centre and the resourcing requirement is essential to managing call demand and customer experienece. Vosy’s experience in resource planning makes her a perfect fit to support FAB Solutions clients to balance customer demand and operational demands of the wider business Optimising shrinkage and customer downtime. Vosy is able to provide critical advice on improvement measures which will provide tangible savings through effective resource planning, improved retention, increased new business and better customer service experience.
Vosy understands Contact Centres and what makes a successful planning function and is able to use this knowledge to create strategies to support FAB Solutions in it’s mission to deliver amazing Customer Experience.
Associate Director of Training, Customer service
Jacqui Turner is an award-winning Trainer/Coach, who has enjoyed a very successful career in Training and Management roles across Insurance, Financial Services, Retail and Utility sectors.
Achievements have included ‘Welsh Contact Centre Trainer of the Year 2014’ and a finalist in the National Contact Centre awards for the most effective training programme.
Jacqui brings a wealth of experience supporting FAB Solutions to help design and deliver training projects with Contact Centres in mind.
Customer Service and Team Leader development are some of Jacqui’s specialisms including, ILM Leadership skills, Call handling, Complaints Management and Emotional intelligence. All of these can be designed and tailored to meet the needs of you contact centre and equip your to deliver exceptional levels of service and great leadership culture.
Associate Trainer and Insights Practitioner
Nina draws on over 21 years’ experience in a broad range of diverse organisational sectors such as Loss Adjusting, Construction, Manufacturing, Rail, Road, Water, Energy, Local Authorities, Hospitality, Charity and Retail.
Nina is an experienced leadership trainer, coach, mentor, facilitator, assessor and verifier and can help Contact Centre team leaders discover and tap into their potential across the full FAB Solutions Leadership and development suite.
As a licensed Insights Discovery® Practitioner, Nina is able to help leadership teams work on their communication skills, team work and overall effectiveness using a simple and accessible “four colour model” which help leaders understand their own unique behavioural preferences and that of others. Nina is also versed in Clarity4D and is a Resilience @Work Business Partner so works well with FAB Solutions to help identify the right tools are used for the right learning solution.
Associate Trainer, NLP Master Practitioner
Karen has over 25 years’ experience of working in Learning & Development, an NLP Master Practitioner and qualified Life Coach.
Karen holds a BA (hons) degree in Social Science, PTTLS qualification (Preparing to Teach in the Lifelong Sector) and an NVQ in Training and has spent 20 years working in Financial Services for First Direct, part of the HSBC group and ishas been a freelance L&D consultant for the last 10 years.
Karens experience makes her an ideal trainer for regulated Contact Centre teams, understanding the nuances of regulation and previous experience to create an compelling and engaging training experience
Customer excellence, coaching and leadership skills are some of Karen’s passions and she uses her training experience to bring training to life in an interactive, innovative, and experiential way.
Get in touch to book now.
Get in touch to book now.
“I’ve had the opportunity to work with Garry recently when planning my business and sales strategy. I have been impressed by Garry’s knowledge, attention to detail and ability to understand the long term goals that I am try to achieve. Garry was able to understand my concerns and offer solutions very quickly and it was all done in a collaborative and creative environment. I will have no problem working with Garry again and would recommend him to any business looking to take the next step in their growth or wanting to review their current business strategy and sales process.”
Bunmi F, Employment Screening Services
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