Carinna McMillan

Energizer
DISC Type : I

Head of Outsourced Partnerships at Clear Business

Greater Glasgow Area, United Kingdom

Overview

Carinna McMillan is the Head of Outsourced Partnerships at Clear Business, bringing 25 years of leadership in customer experience and contact center operations. A 2023 "Contact Centre Manager of the Year" award winner, she excels in leading large-scale change and implementing comprehensive customer contact strategies.

She is deeply invested in people development and team engagement, frequently celebrating her colleagues successes and fostering a positive work culture. Carinna prioritizes coaching and performance management to motivate and develop her teams, viewing their engagement as a key priority in delivering excellent customer experience.

Carinna recently hosted a roundtable workshop for the Scotland Contact Centre Forum on the topic of "Transformation and Engagement. "

Personality Overview

Big Picture Person

Relationship Oriented

Imaginative

They are naturally enthusiastic, so take their promise with a pinch of salt.  They excel at seeing the bigger picture, and the long-term impact of their decisions. They are not always early adopters but can be pursuaded by leveraging strong relationships.

Topics They Care About

Contact Centre Excellence
Her expertise was recognized when she was named "Contact Centre Manager of the Year" in 2023, and she actively participates in industry forums.
Team Engagement
Frequently posts about celebrating her team's contributions and creating a great work environment, such as at the company's Glasgow Summer Party.
Customer Experience Strategy
Her career is built on developing and leading customer experience strategies across voice, chat, and digital channels for major companies like Telefónica UK and Capita.

Media Appearances

Carinna has no verified media appearances

Work History

6-2024
Head of Outsourced Partnerships at Clear Business
2-2020 - 5-2024
Head of Customer Care Utilities and Telecoms at Clear Business
1-2014 - 11-2019
Head of Customer Experience (Specialising in Customer Experience & Contact Centre Operations) at Capita Customer Management
11-2009 - 1-2014
Senior Operations Manager (Connect World / O2 Voice Guru's) at Telefónica UK
10-2005 - 11-2009
Customer Services Manager at Telefónica UK

Education

Education details unavailable from Kings Park Secondary, Glasgow

More Information

Social Presence :

Prographics :

Exp : 19 Location : Greater Glasgow Area, United Kingdom Job Level : Mid-senior Designation : Head of Outsourced Partnerships at Clear Business
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Insights For Selling To Carinna

During A Call Or A Meeting

DO's

  • Be friendly and entertaining in your conversation
  • Speak enthusiastically with energy, maintain a clear and confident tone
  • Use phrases like ‘people will love’, ‘massive impact’ etc.

DONT's

  • Avoid overloading them with too much detail
  • Don’t be excessively objective, be a storyteller
  • Don’t push them to make a decision too fast, let them get comfortable first

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Carinna is

  • Relationship and trust can be vital with them, sometimes more than anything else.
  • Will you ever get a clear answer from Carinna

  • They are unlikely to say no directly, you have to make that decision yourself.

Insights For Deal Planning

    How fast (or slow) will Carinna move?

  • They are not the fastest decision makers, their friendly approach can give false positive signals.
  • Can Carinna take some risk or not?

  • They may take certain risks that they deem unlikely of personal repercussions.

You And Carinna

Personality Compatibility


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