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 has nearly 20 years experience working within contact centres driving change and innovation across Sales, Quality, retention and Training projects in both regulated and non regulated contact centres.
Garry Set up FAB Solutions after a successful career in contact centres so that he could help contact centre professionals improve their customer experiences. 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 paints, employee challenges, leadership skill gaps and broken customer journeys to help build a plan that means contact centres can fix their issues internally or if needed engage the FAB outsourced business to help transform performance and customer feedback.
Garry’s passion for Contacts Centres is infectious and his desire to help and support clients to achieve their potential is what drives and motivate him and his team.
Partner & Director of Op’s – FAB Outsourced Solutions
Al has over 25 years industry experience working with some excellent brands to drive improvements in Customer Satisfaction, retention, reduced complaints, staff engagement and cost reduction.
Al is an energised and motivational people leader who understands that any level of sustainable success can only be achieved with a brilliantly engaged team who are connected to and passionate about the vision and the goals in front of them.
Al brings experience from the in-house client and the outsourcer in the outsourced scenario and has a well rounded understanding of the dynamics and exchanges involved which helps him to deliver robustly in the outsourced equation on both sides of that debate.
A BIG believer in being in the ‘day to day’ of the team’s work and understanding exactly what they do and how the feel by doing it and feeling it. This whilst delivering strategically and being the ambassador for all things service and experience related means Al is the glue that holds your campaign together.
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.
Associate Trainer – Accredited Social Styles Behavioural Practitioner
Rob has over 20 years in the Learning and Development industry delivering a wide range of programmes including accredited sales training programmes including The 4 C’s Sales Excellence Programme: Credibility, Conversation, Consult, Create the YES.
Rob brings a wealth of sales experienece to the FAB solutions proposition and can help your contact centre to tap into those missed opportunities for cross sell, upsell and increasing your teams sales conversions using technology as a enabler helping you thoroughly understanding every aspect of your Telesales teams conversation.
Rob can help you source new ways of questioning to truly engage with and understand your customers, using Social Style the world’s leading behavioural style model. This has been used by thousands of organisations to improve leadership performance and results. Global organisations and leading executives use social style because it’s highly effective, yet easy to understand and apply.
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
Subscribe to our newsletter
By filling in your details and clicking ‘Submit’ you are consenting for FAB Solutions to send you marketing emails. You can unsubscribe at any time by clicking ‘Unsubscribe’ in any email received.