Implementation of the ContactPlus quality and customer experience improvement framework across Vertex contracts covering Utility, Retail, Telecoms, Financial Services and Local Government sectors.Responsible for the development of all ContactPlus modules including Quality, Customer Satisfaction, First Contact Resolution and Complaint Management.ContactPlus helps deliver significant improvements in Customer Satisfaction, Net Promoter Score (NPS), first contact resolution (FCR), Operational Efficiencies and Up/Cross sell conversions.With my expertise in customer experience, I regularly support the sales team's within Vertex through presentations and live demos that focus on improvements possible with ContactPlus.

Management and development of a team of 18 contact centre agents. The role also involved day to day management of the operation and resources on a rota basis with my colleagues.During this period I developed a quality system used to record agent monitoring score, produce in-depth management information this in turn allowed us to pin-point areas of development an agent may require.

Freelance work specialising in web based applications / websites using PHP, MySQL, jQuery, CSS, Rackspace Cloud and Amazon Web Services.

As assistant store manager I was responsible for a team of 6 staff, ensuring they provided high levels of service to the customers. On a daily basis we had catch up sessions for 10-15 minutes each morning to see where we did well on the previous day, what needs to be done today and what's taking place the next day.