Supporting British expats living in Australia access best in class tax/financial/retirement planning advise and products. Specialise in using tax wrappers to reduce the income tax bill on accessing retirement funds in an income tax paying country.

Coaching and Consulting: Working within a great coaching team (incl. Aaron Ross & Sarah Hicks) helping start-ups to enterprise companies build from scratch or take their outbound sales function to the next level. Market-fit workshops, GTM strategy creation, Persona mapping, email domain best practices, outbound sequence/cadence design, Tool stack optimisation, email coaching, cold call coaching, LinkedIn coaching, time management, penetrating new markets, account based selling and generally optimising tools/people/process.Operations Manager: The swiss army knife/lead drummer behind our Coaching and Consulting business, ensuring we are a well oiled machine delivering the best service to our clients. Strategy, process creation/improvement, content creation, document control, tool stack optimisation, reporting/dashboards, financial/pricing modelling, service design, acting on client feedback, market research, hiring and onboarding.

Responsible for the success of 8 graduates on the Customer Operations Leadership Graduate Scheme. Other scheme responsibilities include; recruitment, placement selection, performance reviews, mentoring and offboarding. • Redesigned existing scheme to place more emphasis on the skills required to become future leaders and how this career progression can be achieved through the effective use of on and off the job experiences. • Mentoring of 8 graduates, resulting in consistent above average performance across placements.

Responsible for the introduction and growth of solution sales (solar, boiler etc.) within field metering departments. Strategy creation and implementation of future workstreams for department of 2,500 FTE, including third party business development and creating a multi-skilled workforce to support all E.ON metering and solutions activity.• Changed culture from a purely meter reading and meter installation service to be a solution offering focused business resulting in the highest converting leads to install channel in E.ON within 10 months generating £100,000 in revenue.• Project managed the upskill of 1,500 staff to confidently and compliantly discuss all of E.ON’s solutions resulting in ~3,000 conversations with customers per week.• Mitigated a potential fine through ensuring compliance with the energy regulator by increasing the effectiveness and frequency of energy efficiency advice provided to customers by 11% in 4 months.• Started the creation of strategy and infrastructure for field based metering teams post Smart meter roll out in response to a volatile political and industry landscape with the aim of retaining up to 700 FTE.

The lead for process creation & improvement of a new Operation & Maintenance (O&M) product for district heating networks. Responsible for developing business, contract negotiations, relationship management and upselling for 2 large clients.• Influenced and managed stakeholders to create all processes and associated infrastructures to deliver the new O&M product to customers across the UK.• Improved commercials and relationship with 2 large low returning clients resulting in the signing of 7 new O&M sites worth £640,000 in revenue and growing business by 250% within 1 year.

Placement FourResponsible for small to medium change movements of FTE and work streams across residential front and back office customer contact centres, while minimising impact to customers and colleagues.• Project managed changes, with cross functional stakeholders, effectively delivering movement of £1M worth of FTE budget across 5 workstreams with minimal impact to customer and colleague.

Placement ThreeLed and developed a new team of 14 inbound telephone call centre advisors while adhering to all HR policies e.g. capability, conduct and sickness.• Turned lowest performing team in the department into the highest across all KPIs through effective performance management, coaching and empowerment. E.g. reduction in average handling time for calls and improvement in call service quality.

Placement TwoApplication of agile methodologies to reduce waste demand and streamline processes to create sustainable improvements and FTE savings. Lead on performance management, coaching of 2 managers and customer satisfaction.• Realigned performance metrics to business objectives and customer satisfaction drivers resulting in more effective problem solving and performance management.• Coached 2 low performing managers to coach, problem solve and performance manage their teams resulting in a reduction in average handling time and increased first time resolution.• Removed waste and improved processes resulting in a 16 FTE saving

Placement OneManaged a team of 4 programmers responsible for distribution of meter reading work for ~500 FTE and project lead on finding new ways of working to deliver efficiencies in the field.• Successfully created and implemented a new working pattern for 850+ field staff resulting in a 15% reduction in travel time between meter reading work.

Responsible for recovery of cellular DNA to support police investigations across England and Wales.• Completed search and recovery of cellular DNA on 1,000s of cases, with 0 contaminations, resulting in multiple convictions across a variety of low and high profile cases.