Team Member Profiles

Hermione Carter-Jones, Corporate Account Manager

Favourite Quote: Don’t limit your challenges. Challenge your limits.

Last book you read:  Lean In: Women Work, and the Will to Lead

Hobbies outside work: I really enjoy keeping fit and exercising. I teach a dance class outside of work and I love the high energy, empowerment and challenge of learning new routines and teaching them. I also love to cook and spend time with friends and family.

Dream job as a child: I always wanted to be a paediatrician or a midwife and work with babies and children.  Unfortunately, science was not my strong subject.

How long at Difference: Just over three years.

If you could write your own job title that best describes what you do at Difference, what would it be: New and existing customer relationship manager.

What do you enjoy about working at Difference? I love the fact that every day I still feel challenged. I also like the fact that we sell quality products that deliver solutions that have a massive positive impact on the customers we work with. Making a Difference is very rewarding.

What has been your most rewarding or favourite project you have worked on at Difference? Over my time at Difference I have worked with some great customers, large and small, but my favourite project to-date has been working with Providor. We have really connected and understood the business objectives and implemented solutions to deliver results that feed into these.

Have you been to the Call and Contact Centre Expo before? I attended last year’s show and also the Sales Innovation show the year before. I love the buzz at expos and the chance to exhibit alongside some of our biggest partners.

What are you most looking forward to about this year’s Expo? New relationships. I am so keen to speak to new potential customers and help them to become more efficient, more productive and deliver some great results for them in 2019.

Colin Overend, Account Manager

Favourite Quote: I’d be lying if I said I had a favourite quote!

Last book you read:  After enjoying the TV series I’m currently reading the Game of Thrones books.

Hobbies outside work: I’m a rugby player by nature although I haven’t played as much as I would like this season. I try to do a triathlon at least once a year to keep fit. I also enjoy skiing, travelling and spending time with family and friends.

Dream job as a child: It probably would have been a professional rugby player. I wasn’t big enough in the end to mix it with the pros!

How long at Difference: A little under 2 years.

If you could write your own job title that best describes what you do at Difference, what would it be: Point of contact for all things telecoms.

What do you enjoy about working at Difference? I like the fact that we don’t just sell a product; we provide solutions that effect positive change in a business.

What has been your most rewarding or favourite project you have worked on at Difference? It is an ongoing piece of work but the payment solution that we are implementing for an e-commerce company has been one of the projects that I am enjoying the most, owing to the obstacles that initially needed to be overcome.

Have you been to the Call and Contact Centre Expo before? Yes, I was at the Expo last year. It was a good first experience at the event, a chance to meet some new faces and put faces to names I had previously spoken to.

What are you most looking forward to about this year’s Expo? I’m looking forward to making as many new connections as possible over the two days.

Julie MacDonald, Performance Delivery Consultant

Favourite Quote: Those who dare to fail miserably can achieve greatly.

Last book you read:  On Chesil Beach – I’m part of a Book Group so this was not my personal choice of book, not my normal read but definitely good to read something different!

Hobbies outside work: I love to exercise, in particular running.  I run on a regular basis and enter races to challenge myself every so often.  Cooking is also a passion, whether it’s trying out new recipes for the family or baking anything from cookies to novelty cakes, as is reading books and reviewing them with my fellow Book Club members. Last but by no means least, I love spending time with my family and friends.

Dream job as a child: I always wanted to be a hairdresser, however, my first job in the workplace was not hairdressing.  I worked on a service desk for a company that did many things including telecoms.  All these years later the technology has evolved and I’m still in the same industry!

How long at Difference: 2 years.

If you could write your own job title that best describes what you do at Difference, what would it be: Account and project management for new and existing clients.

What do you enjoy about working at Difference? Every day brings a new challenge.  I love the fact that I can see a client project through from start to finish, right from inception all the way through to project delivery.   As a service integrator Difference offer wide range of quality solutions which can provide significant improvements to clients and seeing clients benefit from that is what I enjoy most.

What has been your most rewarding or favourite project you have worked on at Difference? Working with Spark Energy, a new solution deployed within an existing department which has brought them on leaps and bounds.    From historically working manually to now having intelligent automation, more efficient working practices and measurability. It has been a fantastic transformation for both the staff and management which in turn provides a much improved client experience.

Have you been to the Call and Contact Centre Expo before? Yes, last year was my first experience of the Call and Contact Centre Expo.  There is a great vibe! And it’s great to be there with our partners.

What are you most looking forward to about this year’s Expo? Meeting new potential clients, helping their business transform and delivering results.

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