A qualified management accountant, Penny spent ten years in commercial finance with a number of blue chip organisations including Reed Elsevier, John Laing and BSkyB. Whilst at Sky she delivered a major workforce management centred change programme. The result was a fully functional and integrated WFM and HR system used across all contact centres. It streamlined processes, empowered advisors, elevated the role of planning in the organisation and improved the customer experience.
 
Penny coordinates our relationships with our associate members and other technical vendors.