Paul Goodwin

Paul Goodwin is a seasoned professional with extensive experience in contact center transformation and operational leadership across various sectors, including retail and government. Currently serving as the Managing Director at Caroola since June 2023, Paul has a robust background as an Independent Contact Centre Consultant since November 2013, specializing in cultural change and performance enhancement. Previous roles include Principal Consultant for Operational Transformation at the Student Loans Company, Contact Center Specialist at HM Courts & Tribunals Service, and Interim Head of SME Operations at RAC, where significant improvements in customer journey and cost reduction were achieved. With additional experience at Teleperformance, First Central, and RSA, Paul has consistently delivered operational improvements and strategic initiatives, underpinned by strong leadership and conflict management skills.