• International Program in Management, IMD, Lausanne 2006

  • MBA Lancaster University 1996

  • BA Hons Philosophy, Birmingham University 1983


ResSolutions was established by Rachel McNamara in 2006.


She has held senior roles in in leading Customer Experience organisations such as British Airways, Hilton International, and Cathay Pacific.


Assignments undertaken include an interim Director role at Ramada Jarvis Hotels (Distribution and eCommerce), Project and Change Management at Cathay Pacific in Hong Kong, Customer Experience Lead at Viva Telecommunications in Kuwait, Customer Experience Lead at Reliance jio in Mumbai and Strategy Consultant at US Bank in the USA.


Journal of Customer and Contact Centre Management, Vol 1, No 2 “A small fish in a big pond: Unravelling the challenges for small contact centres”

ResSolutions draws on a diverse and specialised team of Associates to deliver practical business solutions.


Helen is a Senior HR Project Delivery executive with with significant experience in Organisation Design, Change Management, People Development, Talent Acquisition and includes delivering programmes in contact centre operations.


She has a strong background in blue chip companies such as British Airways, Ford Motor company, Fujitsu and Network Rail. She has successfully worked across industry sectors to include Hospitality, Aviation, Engineering, Transport, Oil & Gas IT Services, Technology, FMCG. Clients include; Dorchester Collection, British Medical Association, Network Rail, Adelie Food group.

Helen Sheehy


Steve has worked as a senior training consultant, designing, delivering and managing training programmes and L&D interventions.


An expert in change management, performance improvement and training design/delivery specialising in contact centres and working with staff at all levels from frontline agents to senior management. Some of Steve’s customers include, British Gas, BUPA, Coca Cola European Partners, Microsoft, Travelsphere.

Steve Shellabear


John has over 35 years experience in customer-facing operations, contact centre outsourcing, training and consultancy. He has key skills in Campaign design and management, contact centre management, resource modelling, improving processes, change management.


Companies he has worked with include Sky, 3, Virgin Mobile, Which?, and Bradford & Bingley.

John Philips


Waseem is an experienced IT professional with over 20  years of commercial experience with leading edge blue-chip companies and over 10 years of Architecture / consultancy experience with varied technology platforms including Telephony, Networks and Internet Facing digital systems.


Customers he has worked with include Accenture, IBM, Barclays Bank PLC, Lloyds Banking Group, Co-op, Sopra Steria, TCS and Astra Zeneca.

Waseem Shazad


Latif is a senior business analyst and project management professional, specialising in transformation programmes within the customer services and contact centre  industry. He has a strong background in developing target operating models in retail, financial and telecommunications sectors.


With experience in the UK, Europe and India, customers Latif has worked with include TalkTalk, WEX Europe, HRG, Reliance Jio, and Capita Travel & Events.

Latif Jiva


Engage with Rachel at ResSolutions.  She doesn’t bite and will give you a fair and trustworthy opinion as to whether she can help your business

Rachel at the helm of Fireball during training for the Rolex Fastnet Race