• An excellent communicator, both orally and in writing. Spokesperson for Business Link in London and Business Link nationally on TV and radio (Working Lunch, Money Box, Radio 5 Live) also writing articles for The Daily Telegraph, Daltons Weekly, Guardian and Evening Standard.• An effective team builder and leader experienced in change management – The London Cycle Hire Contact Centre was top, of 48, Transport for London contact centres for three years running. During this period operational and technical changes, including a move of premises, have been successfully implemented without significant penalties. At Business Link I managed two major transitions of the business model in three years without significant staff turnover but still met or exceeded all output targets• Strategically aware - Major input into the design of new business model for Business Link and for its eventual successful closure. Set strategy for London Cycle Hire Contact Centre, and as a member of the wider senior management team, for the main scheme.• Experienced negotiator – Agreeing commercial terms with Transport for London and the London Development Agency plus many years in commercial banking • Passionate about customer service – Winner of national award for customer retention with Barclays. Service levels at the London Cycle Hire contact centre recognised as outstanding (less than one per cent failure rate over three years). The contact centre achieved 87% user satisfaction rating in Transport for London’s independent survey in 2016. • Track record of building long lasting working relationships quickly – respected and trusted by colleagues and clients (the first thirty seconds can last for the next ten years).• An effective coach, mentor and trainer of staff – Many team members have achieved more than they thought they ever could.• A committed and resilient individual – Still smiling after three careers, twelve premises moves and umpteen different business models.