George Todd began his career in the contact center industry as an agent selling insurance. He rapidly moved through the management ranks including training and development coupled with operational management including head of sales and customer service for RBS Insurance.
In 2007 George joined Merchants UK as an International consultant where he embarked on numerous programs ranging from transitioning services from captive to outsource and onshore to offshore across multiple locations. Included in this George carried overall training and development responsibility for the establishment of one of the largest outsourced financial services customer management divisions with Nationwide. George spent a significant amount of time in the United States conducting process adoption for UK markets. George became the first non-Nationwide staff member to receive the Nationwide Gold Pride Award for value adoption, demonstrating his passion for getting absolute value alignment in BPO relationships.
George moved to South Africa with Merchants to manage the CarPhone WareHouse offshore contact centre, and achieved significant performance results whilst being accountable for this service. George has held various positions within Merchants from leading the Training and Development division to Operations General Manager responsible for both local and international clients as well as Central Support Services including WFM, Quality/Customer Experience, MI, Business Improvement and Operational Training. George is currently responsible for the day-to-day operational delivery and ensuring future profitable growth as Merchants Managing Director.
George Todd is a certified Net Promoter Score Associate Professional and has successfully implemented one of the world’s leading NPS contact centres in Cape Town, South Africa..