ProtoCall One Leadership Team

Protocol One has brought together one of the contact centerer industry´s most highly knowledgeable and focused teams of specialists with many years of business and business sector experience.

Faraz Khan, Managing Director
Faraz co-founded ProtoCall One in 2003. He is an accomplished business development, consulting and management specialist focusing on telecoms and contact centre solutions. He has over ten years' experience in developing and taking contact centre solution propositions to market. Prior to founding ProtoCall One, Faraz was a consultant in Accenture's strategy practice and has led numerous consultancy engagements. He holds a Master of Engineering (Honours) in Chemical Engineering from Imperial College, London.

Mike Havard, Advisor to the Board
Mike founded strategy and operations consultancy CM Insight, which was sold to Verint in 2006, He remained director of consulting until 2008. Prior to this, Mike held senior roles with Sitel, The Decisions Group and British Telecom. He also currently holds other non-executive board and advisory roles in the customer management industry, and is an executive director for Ember Services, a customer management strategy and financial analytics consultancy.

Mike holds numerous non-executive directorships and founded CM Insight, the customer management consultancy which was eventually sold in 2006. Mike then founded the consulting arm of Verint, the world leading customer management technology provider, and has also held senior posts with BT and Sitel.

Jason Sparks, Commercial Director
Jason's experience includes running a new media startup and over six years business development experience with contact centre solutions provider Sabio. Jason’s commercial success has been built on a solid foundation of military leadership experience, managing teams in demanding, fast-paced operational environments. He has a Management Degree with honours from Sheffield University.

Simon Gresswell, Operations Director,
Client Director - C&W

Simon has over twenty years' experience in the telecoms sector, fifteen of these in contact centre solutions. He has an R&D background and has held senior business development, solutions and technical architect, project management and technical management positions with AT&T/Lucent (now Avaya), and contact centre solutions systems integrator Sabio.

Mike Boyle, Head of Service Delivery
Mike brings extensive management and consulting experience across customer contact solutions, business consultancy, process optimisation, service desk and project delivery to ProtoCall One. He has gained this from organisations like BT Syntegra, CCT, Logica and contact centre solutions systems integrator Datapoint.

Osman Ali, Client Director - BT

Osman co-founded ProtoCall One in 2003. He has over twelve years' experience in the Customer Relationship Management (CRM) and contact centre sector. He specialises in intelligent call routing, CTI, network routing, management information systems (MIS) and workforce optimisation (WFO) solutions. Previously, Osman was an IT strategy consultant at GE Plastics in the US. He holds an Engineering Masters Degree in Chemical Engineering from Imperial College, London.

Andy Turner, Solutions Director
Andy has over ten years' experience in resource planning management and training for organisations like BT, Thomas Cook and The Professional Planning Forum. He is highly experienced in setting up Workforce Management (WFM) processes and in WFM tools and techniques. His knowledge, gained with Thomas Cook, spans the Genesys Workforce Management software suite. Andy is also expert in operational planning around multi-site, multi-skilled, virtual contact centre estates.

Rob Sherwin, Head of Marketing
Rob brings global channel marketing and business development experience gained with organisations like Cisco, Nortel Networks, Motorola, Racal Telecom and from contact centre solutions systems integrator Datapoint. Rob has also operated his own sales & marketing consultancy business, delivering a broad portfolio of services to the technology sector.

Paul Weald, Strategy Director
Paul brings twelve years' business consultancy experience to ProtoCall One, having worked in the Customer Connections practice at Ernst & Young followed by the development and management of leading consultancy RXP. His contact centre knowledge covers all aspects of people, process, technology and Customer Experience. Paul's focus is on helping clients to achieve excellence. He has been a judge for the European Contact Centre Awards since 2007.

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