Caroline Shears

Caroline Shears is a seasoned management professional with a robust background in coordinating and managing daily operations within contact centers across retail and financial services sectors. Caroline served as Head of Operations at Tesco Customer Services from 2010 to 2015, overseeing a 1,000-seat contact center and leading a team focused on exceptional customer service. Currently, Caroline is the Head of Contact Centre and Head of Customer Service at Nisbets, where they foster a positive culture and ensure high-quality experiences across all customer interactions. Their previous roles include Regional Sales and Service Manager at RBS Insurance, where they managed multiple operational sites, and Contact Centre Manager at RBC UKI Partnerships, where they successfully drove significant improvements and client engagement.