Forum Heroes

Our Heroes are outstanding customer professionals, with exceptional personal contribution in developing professionalism and best practice.


2015 Forum Heroes

Published on 10 September 2015

2015 Forum Heroes

The Forum Hero awards were presented to five outstanding customer contact professionals, recognising their exceptional personal contribution in developing the role of planning, analysis or quality. They join our growing ranks of heroes, reflecting excellence at all levels in our profession.
 
The 2015 Heroes are:
 
Richard Abdy, Workforce Scheduling & Planning Manager, NE Ambulance Service 
Richard is an experienced planning professional who has worked in both private and public sectors showing, in different organisations, how much difference planning can make to any operation. Part of the judging panel in previous years, this individual demonstrates commitment to best practice by regularly hosting visits and sharing knowledge with members. He believes passionately in the power of planning and has ably demonstrated this in all his previous roles. 
 
Dee Chapman, Call Centre Manager, Essex & Suffolk Water 
Deeis a spark, igniting in the people around her the desire to do better. Absorbing new ideas and learning from the wider community, this individual has been a driving force behind transformed performance and customer experience, delivering significant knock on results for the entire business.  An active member of the Quality and Customer Experience Forum since its inception, she is a role model for the industry. 
 
Ivan Smith, Support Services Manager, Motability Operations 
Ivan embodies the passion needed to develop and change an organisation’s culture, pushing the boundaries of best practice in and outside their own organisation. Always keen to share and help others, this individual never sits still or rests on their laurels, but strives to get the very best out of people. A multiple innovation awards winner, previously a judge, he has been an enthusiastic member of The Forum for many years. 
 
Ruth Mercer, Service Quality Manager, Hughes Insurance 
Ruth stands out for the obvious enthusiasm she has generated in those around her, making everyone feel of value, giving people the confidence to contribute, learn and develop. These are all signs of inspiring leadership, underpinned by knowledge and competence, drawing on the resources of the wider professional community. This individual is exceptionally determined, professional and charismatic.
 
Colin Whelan, Senior Solutions Consultant, Aspect 
Over the past 7 years Colin has been a key figure within our community, committed to improving professionalism, making a huge contribution to the body of best practice in areas such as data analysis, back office planning and forecasting methodology. He embodies passion and enthusiasm for our profession. The final Forum Hero Award is presented to a familiar face at The Forum and now more recently with Aspect Contact Solutions.

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