Barry Cooper

Bio will be uploaded shortly.

Carol King

Carol King is the Customer Support and Contact Centre Manager for the Rail Delivery Group.

The Rail Delivery Group is a membership organisation that works on behalf of the rail industry to create a simpler, better railway for everyone in Britain.

Carol has been in her current role for 11 years and has extensive experience gained over 25 years’ Customer Service Management. She has held many senior management roles both nationally and on the global platform having worked within the automotive and travel sectors. In addition to this she has also conducted consultancy work in this field.

Her greatest passion is travelling, and her current role involves liaising with contact centres based in India, further enhancing her interest in meeting people from diverse cultures.

Freda Owusu

An award winning Customer Services expert with experience in embedding and delivering world class customer service through consistency, continuous improvement and making practical use of Customer and internal feedback. Working at a senior level in diverse, multi-disciplinary and fast paced changing environments I have had the opportunity to lead diverse teams and been responsible for ensuring that the team is fully equipped to deliver efficient services for our customers. As a strong and credible communicator I am tasked with ensuring that regular information and updates flow freely amongst key stakeholders through collaborative working and utilising innovative ideas with all teams in order to provide consistent excellent services. My proven track record in change management enables me to achieve consistency in this ever-changing environment as well as the ability to drive performance through motivation and empowerment.

Tommy Weintraub

Tommy has got an extensive experience in Customer Service- and contact center Management from a variety of industries ranging from smart alarms to utilities. Tommy has managed teams of all sizes in multiple countries. 

Philip Hardy

Philip has been involved in the Contact Centre industry for 30 years and has been responsible for operations in Europe, India and the United States for global brands including Lloyds Bank and American Express.  He is currently responsible for Membership Services at the Caravan and Motorhome Club which includes the Contact Centre and Philip is delighted to be helping his members get back to enjoying their adventures in the great outdoors.

Abby Etoe

Director of Contact Centre for Norwegian Cruise Line, in role for 4.5 years, working in the cruise sector now for 8 years and in contact centres for 15 years.

We are a blended sales and service contact centre supporting Trade Travel Partners and Direct Guests across UK, Continental Europe, Middle East and Africa. The team speak a combined 12 different languages to support the various markets. We also operate a Follow the Sun model supporting our Global contact centres meaning we are open 24/7, 364.5 days a year!

We currently hold 110 seats with 80% of the team working from home across UK, Spain and Italy. For those team members who work in house at our Southampton office, we operate a 3:2 hybrid working model which has boosted engagement and retention massively since returning from working full time at home through the pandemic.