Overall responsibility for the scheduling and completion of the Store Audit programme, ensuring that of the 110 stores, each are visited on a half yearly basis.Developing the audit to include new processes and focussing on areas where poor performance is identified.Identifying Financial and Operational risks to Senior Management and then proposing relevant processes to reduce the risk exposure of the business.

Leading, Coaching and Inspiring a 1st in class Customer Service Team.Project Managing the launch of new Software Applications including Live Chat, Telephony and AI Coaching Technology.Following Kaizen methodology of continuous improvement to drive the department forward.

Assisting the Customer Support Manager in the Operation of the Customer Support Centre. Driving Sales and Exceptional Customer Service leading by example to create a Best In Class Support Department. I developed and sustained a high quality well motivated team that constantly exceeds customers expectations. Carried out regular 1 to 1 reviews with team members offering mentoring and support to ensure continuous improvement. Completed regular audits of the team performance based on KPI performance, CSAT & NPS and CRM compliance.

In the above, I deal customers with varied enquiries from storage pricing and quotations through to invoice queries and payments. I love the fact that each day is different in my job and speaking to a wide range of individuals from different backgrounds means that every conversation is different.