Mark Whitehead – Contact Centre solution design and implementation specialist Mark’s career to date has spanned both public and private sectors where he has been constantly involved in the provision of improved Customer Services.  With 15 years experience in designing, implementing and managing large scale IS and Contact Centre projects Mark has in the past successfully managed operations in excess of 200 FTE.
  
Prior to creating Coalface, Mark held the position as Solutions Director for a leading global outsource contact centre provider, his multi faceted role saw him planning and implementing contact centres both in the UK and across Europe on behalf of several global blue chip corporations.  Mark has specific experience in the regulated financial market as well as pharmaceuticals, FMCG, and Mobile Telephony sectors.  Mark has recently spent a season with an English Premiership football club completing a very high profile service delivery review and change management programme.

Mark’s diverse experience has in the past delivered clients with award winning inbound operations as well as highly successful outbound acquisition and retention programmes and continues now to provide both strategic and frontline consultancy.

Mark is an accredited PRINCE 2 Practitioner.

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