Carlton Bird Email & Phone Number

Leatherhead, Gb

Bookham, England, United Kingdom

Innovation in healthcare technology since 2001A pioneer in digital health and data managementWe provide digital tools for those who need care and for those who give care. We enable the transformation of out of hospital care which includes remote patient monitoring and population health insight.Docobo is a team of healthcare technology experts, experienced in digital health applications, data management and implementation. Our digital tools deliver rich insight from population to individual patient level, and our patient monitoring serves many conditions and circumstances in primary and acute care, serving patients at home. The possibilities of transforming out of hospital care are almost endless.You can identify the right people according to the criteria of your choice for interventions you wish to introduce. You can plan and implement new ways of working and evaluate the results as you go for continuous improvement, enabling the transformation of out of hospital care.Our success stories speak for themselves – we have been delivering successful innovation since 2001. Our technology is agile and adapts to meet the daily challenges faced by the NHS and social care.Regulation and maintaining high standards is, of course, important to everyone. We invest significant sums in the continuous improvement of our processes, Quality Management System and compliance with regulatory standards.We work with clients and partner organisations to integrate with other platforms to provide interoperable solutions. We are also working with major GP IT suppliers to provide integration across a range of settings. We work with care homes, where we support patient care and monitoring, assisting delivery of Enhanced Health in Care Homes (EHCH).

Leatherhead, England, United Kingdom

We have used our 30+ years of experience in digital health innovation to create Population Health Insights To Actions (PHITA), a unique end-to-end population health system that provides preventative and proactive care. It has been proven to support the NHS, local authorities, and social care and to produce better patient outcomes, increase efficiency, streamline healthcare delivery, and reduce costs. PHITA is unique as it brings together analytics, shared care record, remote monitoring, PHR, research and workflow/data capture tools to provide proactive care. Used as one integrated system, it provides health and care providers with the insights, action, and outcome analytics they need to make meaningful, long-lasting healthcare transformation a reality. It is the only UK solution that can support health and care systems throughout their entire population health management journey, enabling early intervention, prevention, and proactive care. The rich insights gained from PHITA allow health and care providers to identify the patients most in need, make proactive plans and decisions with tangible, trackable results, and keep people out of hospital by caring for them in the comfort of their own homes.

London, England, United Kingdom

Driving operational and service improvements during a time of unprecedented change to working practices; while ensuring a tight control on efficient processes, KPI’s and budgets. Managing a diverse range of international teams including R&D, Supply Chain, Manufacturing, Distribution, IT and Service departments promoting Quality, Responsibility, and a Teamwork ethos. Responsible for monitoring and continually improving standards of performance and quality within service and operations, and for external compliance both in the UK, UAE and India.Projects and Achievements- Successful implementation of International Manufacturing Supply Chain following the decision to move the focus away from solely ‘Made in Britain’, producing a £600,000 cost saving in the first year alone.- Improved New Product Introduction processes, speed to market and innovation with cost effective objectives; whilst launching seven new products both in the UK, Europe & UAE.- Incorporated Service & Technical Support department into Operations to exploit the synergies between Aftersales; including setting up procedures, processes and KPI’s to monitor these functions.- Taken over responsibility for all IT & Infrastructure. - Reviewed and improved current ERP (SAP B1) including the implementation of CRM (including CRM for Outlook/Office UC integration), Dashboards and Boyum. Rebranded and refined all documentation and implemented iPayment.- Project managed the installation of VOIP telephone system together with a cloud based ACD system throughout the company. Implemented remote working and cyber security policies across all functions of the business whilst maintaining a physical Warehouse and Manufacturing Team constantly based on site. Critical to maintaining the turnover and efficient operation of the company over the pandemic.- Implementation of Barcoding across all own brand product category to be followed by introducing Warehouse Management System and integration with distribution partners.

London, England, United Kingdom

In addition to delivering a highly efficient supply chain in the role detailed below; I was tasked with implementing a superior after sales service to customers; to enhance the reputation in service of John Cullen Lighting. My unique background in both customer service and operations was instrumental in this appointment.Projects and Achievements- Recruitment of personnel to the Aftersales function to include the processing of aftersales emails, calls and the physical processing of returned product. The first dedicated Aftersales Team in the company’s 40-year history.- Implement and achieve personal and departmental KPI’s aimed at improving company efficiencies, processes, cost reductions and service delivery times.

London, England, United Kingdom

Responsible for managing and organising the activities involved with the identification, acquisition, production, and distribution of the goods that the company provides to its customers. Communicate, negotiate, and coordinate events with business partners and service firms in a variety of sectors, including manufacturing and distribution.Projects and Achievements- Implemented review of all major suppliers including introduction of Forecasting, Scorecards and Stock Categorisation. - Introduction of Cyclical Count and review of ‘Slow’ moving stock using detailed reporting.- Promptly established a close working relationship with all relevant stakeholders to ensure effective engagement and appropriate communication internally and externally. Introduced S&OP meetings and Pipeline reporting.- Supported the launch of a new product category of Picture Lights for JCL and improved Production planning process as a direct result. In addition to introducing Product Launch scheduling across all parts of the business.- Shaped the Procurement strategy, policy and processes, which allowed continued focus on risk management whilst further developing commercial capabilities and profile including ISO9001 certification.- Seeking best possible value and preferential terms from the firm's contracts with its suppliers and identifying opportunities for savings and collaboration. Leading on designated strategic procurement projects and high-level negotiations of contracts, ensuring value for money on all projects by introducing new suppliers to the JCL supply chain.

London, United Kingdom

Together with the other directors I have managed a busy business park containing successful companies from a broad range of sectors, including budget management, procurement and staff recruitment.Projects and Achievements- Introduced recycling scheme together with the installation of LED lighting throughout to reduce the environmental footprint- Built large secure bike storage shed to encourage employees to cycle to work- Introduction of CCTV and controlled parking scheme

London, United Kingdom

London, United Kingdom

Driving operational and customer service improvements; maximising the value of the asset base while ensuring a tight control on costs. Responsible for monitoring and continually improving standards of performance and quality within customer service and operations, and for external compliance. Logistics Management including management of third-party suppliers both domestically and internationally. Budget Management including the management of environmental and industry best practices. Reduction or maintenance of costs particularly regarding large costs such as logistics and services.Projects and Achievements- Inventory Management including procurement, demand planning and scheduling. Forecasting of new and existing product to ensure high fulfilment rate and manage return of previous season product, manage consignment of stock with Outlet. Team shipped 80000 units in 2018 in 17000 unique deliveries, representing £17.5m.- Tendered for domestic & international deliveries. Introduction of scalable platform accessible in all areas of the business using Consignor.- Project managed full building refurbishment using phased approach so that all functions in the building could continue without teams moving out and minimal disruption to the business. Achieved on time and on budget of £400k.- Process Manager for implementation of new pricing structure for watches, jewellery and parts. Applied worldwide.- Project managed warehouse refurbishment to improve workflow and allow best practice to improve fulfilment rates.- Remapped vaults to improve logic and improve picking process.- Produced Operational and Customer Service manuals deployed across the business. Worldwide.

London, United Kingdom

Managed team of supervisors, administrators and watchmakers performing a peak of 70000 repairs pa including £1.2m of non-warranty; addition to the processing of watch, jewellery and spare part orders, double-digit revenue growth. Improvements to logistics by streamlining processes and documentation whilst observing local and country-based requirements. Acting as a voice of the customer within Gucci.Projects and Achievements- Process Manager, Key User and Trainer for implementation of ERP (Infor M3 v13) to replace prior Sales & Aftersales ERP working with Switzerland based team. Improvement to process and efficiency company wide. Worldwide.- Designed and introduced new pricing structure for watches to improve efficiency in providing estimates for repairs, and individual parts pricing to both retailers and consumers. Adopted Worldwide.- Introduced fixed price maintenance ’menu’ pricing to further enhance efficiency. Adopted Worldwide.- Implemented Accredited Watchmaker Scheme to recognise watchmakers and workshops that reached the highest standards regarding Gucci Watch repairs. Adopted UK & Ireland.- Development of Jewellery repairs leading to outsourcing to a specialist supplier and implementation of fixed pricing for repairs and estimates; working with Italy based team.- Project managed the installation of Wi-Fi throughout the building to improve work practices and allow flexibility when working in Vaults and during meetings.- Project managed the installation of VOIP telephone system together with a cloud based ACD system in customer service working with Paris based team.- Developed new packaging in conjunction with logistics supplier and packaging manufacturer to enhance delivery of small orders and reduce damage.- Developed logistic solutions using external warehouses to manage the fulfilment of marketing resources, display material and packaging storage.

London, United Kingdom

Customer Service Management providing high quality Customer service to both external and internal customers, ensuring the prompt processing of sales, repairs and the supply of information. Recruitment and Training of Customer Service staff and monitoring performance on an ongoing basis.Projects and Achievements- Installation of physical telephone system together with first ACD to manage a multi brand environment and improve customer communications. Managing 60k calls pa. UK.- Introduction of KPI’s for UK & Ireland Customer Service & Aftersales Team together with SLA’s to monitor and improve productivity and performance.- Process manager and key user for implementation of ERP (Movex v11) to replace legacy Sales processing system working with Switzerland based team. Improvement to process and efficiency of sales order processing. Project delivered on time and on budget. Worldwide.- Process Manager, Key User and Trainer for implementation of ERP (Movex v12) to replace legacy Aftersales processing software working with Switzerland based team. Project delivered on time and under budget. EMEA. - Project manager for European Aftersales centre based in Paris together with all the required logistics and workflows. EMEA.- Introduction of first policies to manage obsolete, counterfeit and other brand products. Introduction of first standard communications. Adopted Worldwide.

United Kingdom

A busy Call Centre environment where I managed a team of 28 co-ordinators whose calls ranged from concierge requests to emergency home/motor and medical insurance claims. I provided motivation and support in terms of each team member’s performance, training and development.Projects and Achievements- Carrying out regular co-ordinator assessments and using call handling statistics, as a basis for Key Performance Indicators (KPI’s), to identify trends and issues for each co-ordinator and the Call Centre as a whole. Involved in the mentoring of other Team Leaders and Supervisors so that KPI’s could be successfully implemented across all other operational departments. - Development planning for co-ordinators based on individual needs identified, to ensure maintenance of existing skills and the learning of new skills.- Monitor and respond to incoming calls. Supporting co-ordinators with technical and policy enquiries. - Monitoring deployment of assistance and associated administration to ensure that it is achieved promptly. Maintaining service standards.- Forward strategic planning based on previous call handling statistics, to address incoming business, operational and background issues.- To ensure all operational and personnel procedures are adhered to and provide operational support to the Call Centre Supervisor and deputise in their place. Act as Supervisor in the evening and at weekends.- Resolving customer issues as part of quality control, within agreed guidelines, and where appropriate, making suggestions for improvements. Identification of problem areas.- I identified the need for a new call sheet, to take the business forward in terms of efficiencies and profitability. As part of a team of operational staff and computer programmers we designed and implemented the new call sheet. I was also given the responsibility to train all the company’s operational staff on its use. The call sheet now forms one of the most used parts of the company’s systems.