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Suzanne Avent – Senior Operations Director

Suzanne is the Senior Operations Director for Nationwide Building Society and has been in post since May 2016.

Until most recently she was Operations Director for Carpeo – an outsource contact centre with around 300 seats based in Swindon – handling major blue chip clients include Scottish Power, Jamie’s Italian, RAC, Arrow XL, UK Mail and Thames Water.

Prior to that Suzanne was with Capita for 11 ½ years as Business Services Director.  She had responsibility for all administration functions within the Capita Local Government business mainly on the West Sussex County Council contract and worked with Health colleagues to develop solutions for administration within the NHS. Previous roles within Capita included Swindon Borough and the BBC TV Licensing contract. 

Suzanne is an experienced senior operational manager and has performed roles in both the Contact Centre and the Administration area and has considerable experience of achieving demanding KPI’s and SLA’s. 

Suzanne has considerable experience of managing and implementing change and technology programmes to bring about service improvements, and drive efficiency within the business. Past projects have included an entire website redesign, an end to end whitemail scanning OCR/ICR system with a workflow management solution, a DTMF system and a voice recognition IVR system that used natural language.   

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