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Executive Team

Charles Cooper-Driver

Managing Director & Co-founder

Charles co-founded Careline in 1997 with a vision to create a contact centre business that embodied his commitment to people oriented, results focused customer management; a vision refined by his experiences managing businesses - on both sides of the Atlantic - that depended on contact centres as primary sales channels.

Firmly committed to involved leadership, he is ultimately responsible for the development of Careline and its people and engages closely with clients, meeting with them regularly and directly managing our team of Client Directors. In this way he ensures that Careline’s strategic business decisions are taken quickly and are dictated by our clients’ best interests.

Before creating Careline, Charles achieved a 4 year turnaround of a direct marketing production company, taking it from heavy losses to profitability, merging with a competitor and, ultimately, selling the combined business to a larger buyer. He previously held marketing, sales and development roles with US based software companies including Wang, Compuserve and CCA where, as venture manager, he was responsible for the development of an early and innovative contact management system for sales environments.

Charles has a BSc in business administration and engineering from Boston University and an MBA from the Wharton School, University of Pennsylvania.

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David Jackson

Commercial Director & Co-founder

David is an established entrepreneur and business leader with a background in FMCG. As Careline’s Commercial Director he is responsible for supporting our strategic focus, managing special projects and maintaining our technology vision.

Before joining Careline he spent 14 years in the food industry. He held a range of marketing roles for leading players including Cadbury Schweppes and Bookers before, in the late 1980’s, building his own food manufacturing and distribution business in the then rapidly expanding chilled foods sector.

His marketing experience and entrepreneurial spirit - re-ignited by a meeting with Charles Cooper-Driver in 1996 - led to the creation of Careline, where his FMCG experience has proven invaluable to clients in that sector, including Unilever and Birds Eye.

David has a degree in management sciences from the University of Manchester.

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Roger Beadle

Business Development Director

Combining hands on operational experience with acute commercial acumen, Roger adds immense value to our sales process by providing clients with business proposals that translate their business priorities into operational realities. Beyond the upfront sales process, he maintains an involvement in our client relationships, ensuring that contract terms and governance evolve in line with their changing business needs.

When he joined Careline in 2002 he had already spent 10 years in the contact centre industry working first with international industry giant, Sitel, were he rose through the ranks from agent to team leader and into operational management. More recently he worked with independent UK based operator, Telelab. During his three years as Telelab’s Sales Director, the company’s revenue almost trebled.

Roger has a degree in business studies from the University of Surrey.

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Megan Neale

Business Solutions Director

Thanks to an international track record with one of the UK’s most innovative high street retailers, Megan combines a keen understanding of consumer decision making processes with a passion for customer service. She joined Careline in 1997 as an Account Manager, before assuming her current role in early 2009.

Megan is responsible for development and management of the IT infrastructure and business processes upon which our business depends. She ensures that we maintain flexibility, both in our resources and approach, and that best practice methodologies, developed in any area of our business, are shared for the benefit of all clients.

Megan joined Tie Rack shortly after graduating in 1991. She was rapidly promoted to branch manager and, in 1992, moved to Belgium to set up and manage six Tie Rack stores. She went on to take up country manager roles in Germany, Belgium, Switzerland and Austria.

Megan has a degree in mathematics from City University, London.

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Bryan Clasby

Operations Director

Bryan has been Careline’s Operations Director since 2003, having joined the company three years earlier as a Client Manager. Today he is responsible for the day-to-day delivery of all of our client solutions.

His operational skills were honed over a 5 year period with global player, Sitel, where he was named as employee of the year in 1999 and led the delivery of several complex multi-channel programmes for companies in the IT sector.

Bryan came to the contact centre industry after a legal career in the United States, where he was a caseworker in the Alabama Family Court.

Bryan has a Bachelor of Science degree from the University of Alabama Birmingham and is currently studying for an MA in economics.

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Gillian Denham

Finance Director

Gillian joined Careline in 2006 as Finance Director and is responsible for all strategic planning, reporting and budgeting as well as day-to-day management of Careline’s finances. She is also closely involved in pricing and commercial negotiations with our clients and, thanks to her broad sector experience - from manufacturing to IT, music to construction - has a fine appreciation of their financial priorities.

Before joining Careline, Gillian spent seven years with the Waco UK Group, where her first task was to return the group’s laboratory furniture subsidiary to profitability. After doing so she spearheaded the implementation of a new financial management system across the company’s four businesses before becoming Group Management Accountant and, finally, Group Commercial Manager.

Prior to joining Waco UK Group, she spent six years in a variety of financial management roles with companies including British Steel and Akzo Nobel.

Gillian has a degree in mathematics from Sheffield University, an MSc in technology management and is a qualified management accountant (ACMA).

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Liz Parry

Client Director

Liz is Client Director for Careline Services, the core of our business is delivering premium customer service for our clients. Liz's role as Client Director, is to manage the overall strategic and commercial relationship with our key clients. Liz has worked within the Contact Centre arena for the last 20 years, having held a variety of senior roles within several companies.

Previous roles have included Head of Contact Centre, AIG and Client Relationship Director at global outsourcer - SITEL for 12 years.

Liz has a Bachelor of Science degree in Applied Bioanalytical Science for Kingston University.

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Mike Havard

Non-Executive Director

Mike became Careline’s first non-Executive Director in 2008. As well as providing invaluable insights to our team, he engages with several clients, providing strategic input based on his wide experience. Recognised as a leading thinker and practitioner in customer management, Mike is now directly involved in the development of many of the techniques and methodologies being applied at Careline today.

In the late 1990’s Mike founded CM Insight, the customer management consultancy that became a market leader and, after its sale in 2006, the consulting arm of the world leading customer management technology provider, Verint.

Before founding CM Insight he held a series of senior strategic and operational roles at Sitel and BT.

Mike is an accomplished conference speaker and the author of several books and white papers on a range of outsourcing and customer management issues. Because of his experience and knowledge of global markets he is frequently called upon by commercial organisations, government departments and national inward investment bodies to advise on their customer management strategies and industry development plans.

He is a special advisor and standards board member of the Call Centre Association (CCA), an advisor and lecturer for the Institute of Direct Marketing and sits on the editorial board of several industry publications. He holds several non-executive director roles in emerging customer management and technology businesses.

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