Lee Jones
Lee Jones
Lee Jones is Head of Connect – Newport. Previously, he was Local Director for Lloyds Community Bank in West Wales, having previously held roles across Community Bank including Local Director for Bristol, Bank Manager for Fulham, Central London and Bank Manager of Swansea’s Oxford Street branch.
Lee is married to Jan, a self-employed fitness instructor and artist, and they have 3 children – Hannah, James & Abbie. Fanatical about football, rugby and other sports Lee played for the Lloyds Bank National Football side and toured New Zealand as a lions fan in 2005. He also likes movies, fine dining and is a big fan of Game of Thrones.
Sandra Busby
@sandrabusby
@cnectwales
Sandra Busby
As well as being the figurehead for an industry that pumps over £650m into the Welsh economy each year, anchoring many of Wales’ largest financial and professional services companies to the country Cnect Wales also manage the two European Funded Welsh Graduate Programmes.
Sandra has been a board member of several organisation that shape the way businesses operate in Wales including chair of women’s economic development agency Chwarae Teg. After a successful career in the newspaper world, Sandra became managing director of the Cardiff and Newport Call Centre Initiative before setting up Cnect Wales in 2004, a high value employers’ forum which looks after the interests of the 30,000 people and over 250 centres which make up one of the country’s most vibrant industries. Sandra is a regular speaker on business issues in the media and at events across the country.
Kath Chivers
Kath Chivers
I started my career in contact centres in 1995, following a short career break to have my youngest child. I have focused on advancing my career in the industry, undertaking a number of different management roles including quality, technical support and risk and compliance.
I was head of Contact Centres for both commercial and customer service/sales before leaving the organisation in 2009. I then moved into outsourcing, managing dual sites for a telecommunications client.
My two main focuses are motivated staff and giving a great service to the client, the passion in this industry never ceases to amaze me, we have some fantastic talent in the Welsh contact centre industry and that is what makes the job so rewarding.
Mike Mullins
Mike Mullins
Mike leads a team supporting British Gas’ residential customers. His priority is creating the right environment and developing technology, so the team in Wales plays its part in transforming the Centrica customer experience.
During more than 20 years’ experience of senior roles in the contact centre industry, Mike has managed multi-site, multi-discipline operations – both onshore and offshore, as well as in house and outsource. Mike’s real passion is leading people through transformational change and helping them develop their skills and capabilities.
Carol Bogue-Lloyd
Carol Bogue-Lloyd
An energetic, motivated and highly dynamic leader with excellent customer service skills and extensive ‘hands on’ expertise in leading a diverse, cross functional team of over 1,000 heads.
A proactive Senior Executive with wide-ranging business, managerial and motivational skills; with an outstanding track record developing key accounts and maximising profits for blue chip multinational companies.
An innovative and resourceful results-orientated professional, with extensive negotiation skills and proven ability to capitalise on business opportunities, forging and consolidating openings in competitive global markets.
Carol is married with two children and lives in Langstone, Newport.
Emma Crowe
Emma Crowe
Emma Clarke – has held the position of Director of Human Resources for the UK and Ireland since November 2011 and currently resides in Cardiff.
Emma Joined kgb / Conduit on the 26th of July 2013 in the capacity of Recruitment Manager. Emma was promoted to HR Manager for Ireland in August 2009 and Director of Human Resources for the UK and Ireland in November 2011. She holds an honours degree in Business and Human Resources from the Dublin institute of Technology.
Emma has worked on contracts for the following clients and is an active member of the Conduit bid team.
- British Gas
- NHS – National health Service UK
- Bord Gais – customer service and sales
- DSP – (Department of Social Protection – welfare by any other name)
- Vodafone
- Sky
- Tourism Ireland
- RBS Banking group
- 02 Telefonica
- Own Brand DQ support on 118 888 and 118 50
Emma is a Chartered member of CIPD, a member of the National Outsourcing Association and the Call Centre Association.
Ross Flanigan
Ross Flanigan
He is also leader of the Cardiff Delivery Centre for Deloitte, having overseen the growth of centralised business services from zero to over 1000 people in Cardiff.
His experience lies in service start-up and growth, transformation, and near-shoring and offshoring across an increasing range of business services. Ross had an earlier career phase as a RAF Officer, specialising in Air Traffic Control. He is married with three young-adult sons.
Mike Hill
Mike Hill
Michael currently works for Sky TV as their Head of Sales Operations. During his time at Sky Michael managed the relationship with their outsource partners based in Cardiff. In July 2019 he supervised the TUPE of two partner sites into Sky, creating an 800 head contact centre working across multiple inbound and outbound retention channels.
Michael has over 15 years’ experience in outsourcing and has worked for many of the leading BPO companies. For instance he worked on one of the world’s largest disease litigation schemes when working for Capita. Prior to moving to Sky TV Michael spent five years at Firstsource Solutions as their General Manager overseeing multiple campaigns for leading global brands.
Michael’s sites have achieved eSat scores in excess of 90%. Michael is highly passionate about fostering contact centre environments that focus on inclusion, diversity and wellbeing.
Marco Jetmir Ndrecaj
Marco Jetmir Ndrecaj
A multi-award winning senior leader driven by a genuine passion for our amazing industry, the fantastic people that work in it and the exciting technological innovation and transformational journey we are all currently on.
You can find out more about Marco via his LinkedIn profile.
Depesh Nathwani
Depesh Nathwani
Louise Phillips
Louise Phillips
An experienced, inspirational leader with 25 years’ experience within customer-focused industries, 11 years running large contact centre operations spanning multiple, complex service functions. Extensive experience leading large scale organisational redesigns across multiple functions, creating credible structures linked to operational strategy, capability requirements and future resource needs. A strong ability to deliver innovative transformation and to lead brilliant teams. Success driven and rewarded by making a difference. A passion for both leading and participating as part of successful and productive teams in new and challenging work environments.
Carol Roberts
Carol Roberts
Carol Roberts is Director of Customer Operations for Starling Bank. She’s held leadership roles in customer service, contact centres and operations for over 20 years and has a passion for driving innovation, delivering exceptional customer service and an outstanding colleague experience.
