Mairi Coburn - Senior Operations Manager

Mairi joined RESPONSE in February 2009 as Senior Operations Manager for Sky having previously worked in a variety of operational roles within BeCogent, RBS and The AA. Whilst working at RBS Mairi was part of a dedicated team specialising in developing the capabilities of people managers to drive performance and influence behaviours.  During the last 12 months at RESPONSE, Mairi has contributed to the ongoing development of the Team Manager and Operation Manager staff whilst supporting delivery of RESPONSE’s operational change and transformation.

Simon McLean – Head of Customer Service

Simon joined RESPONSE in November 2009 as Head of Operations. He brings with him 13 years operations management experience in the contact centre industry, both in-house and outsourcing operations. Simon started his career as an advisor selling home insurance for RSA then worked his way up through various management positions including Operations Manager and Site Director. Simon has managed clients covering Retail, Telecoms, Financial Services, Technical, Sales and Public Sector industries.

Andrew Harvey – Head Of Continuous Improvement Management

Andrew joined RESPONSE in April 2007 as Client Operations Manager. He was responsible for a number of key accounts in Media and Financial Services for a period of 3 years where he delivered increased client satisfaction, improved operational results and business growth. Before joining RESPONSE, Andrew spent 9 years working for Vertex managing both private and public sector accounts. His depth of operational knowledge and industry awareness led to his appointment as Operational Solutions Architect in 2010, where he is now responsible for developing and implementing optimised operational solutions and driving continuous improvement for our clients.

John Goodram – Head of Innovative Solutions

John first joined RESPONSE in 2005 and became Head of Innovative Solutions in January 2010. Prior to working for RESPONSE, he was Professional Services Manager at Carnegie Information Systems, a specialised software development company, where he was responsible for all project related activity such as implementing client CRM solutions and commercial applications. John heads a team responsible for creating solutions that blend the best available technical, operational and commercial capabilities to deliver outstanding customer experiences and maximum client value.

Bryan Duncan – Mission Control Manager

Bryan joined RESPONSE in March 2009 as Senior Service Delivery Analyst, having demonstrated a proven track record in the Service Delivery (real-time) environment and IVR/ACD development during his nine years at NTL Telewest and Virgin Media. With vast in-house and outsourcing experience, Bryan has demonstrated his ability in the management of all real-time daily resource levels across all accounts within RESPONSE and as such was promoted to Mission Control Manager in Oct 2010.

Fiona Thomson – Planning Manager

Fiona has an extensive background in leading and managing teams within a resource environment and has an ability to balance competing projects with tight deadlines whilst maintaining an acute awareness of providing a competitive edge.  Fiona brings with her an adaptable and proactive approach with excellent analytical and communication skills.  She implements and maintains resource support for clients, and has recently taken on the management of the Resource Planning team supporting all areas of the business.

Gary Queen – Communications Systems Manager

Gary joined RESPONSE in 2000 as a telecoms support specialist, and now heads the communications systems support function. Experienced in call centre technology systems from organisations such as Kwik-Fit Insurance, Gary’s technical competence in Avaya, Cisco and Genesys systems has driven value into RESPONSE. He now takes an active lead in many technology strategy projects such as Northgate and PCI. He is also looking to deliver an enhanced feature rich call centre solution that will build on and expand the technology portfolio to existing and new RESPONSE customers.