LilaConnect is a Swedish technology company – a digital infrastructure specialist, with more than 20 years’ experience building and operating full fibre FTTP (fibre-to-the-premises) open access networks globally.LilaConnect mission is to create value in the community in which we live and work, to help individuals, businesses and the community as a whole to gain their digital freedom.As Customer Service Manager I am responsible for the development, implementation and delivery of the end… Show more LilaConnect is a Swedish technology company – a digital infrastructure specialist, with more than 20 years’ experience building and operating full fibre FTTP (fibre-to-the-premises) open access networks globally.LilaConnect mission is to create value in the community in which we live and work, to help individuals, businesses and the community as a whole to gain their digital freedom.As Customer Service Manager I am responsible for the development, implementation and delivery of the end to end customer experience embedding a passion for exemplar customer service through innovation,continuous improvement and first class communication skills.As one of the first cities in the UK to benefit from LilaConnect fibre-to-the-premises (FTTP), open access model, the partnership between LilaConnect and Stoke-on-Trent City Council signifies a milestone as part of the City Council’s drive to transform Stoke-on-Trent’s digital landscape. Show less

I would like to introduce you to my coaching and mentoring service for business owners. I am here to help you start, run and grow your own business, to help you turn your ideas into commercial success.With so many financial, marketing, strategic, sales and technology questions to answer, how do we maintain the clarity and focus necessary in order to grow a business? And how do we set our priorities?This is the time when we need the advice of a trusted expert who will help us to… Show more I would like to introduce you to my coaching and mentoring service for business owners. I am here to help you start, run and grow your own business, to help you turn your ideas into commercial success.With so many financial, marketing, strategic, sales and technology questions to answer, how do we maintain the clarity and focus necessary in order to grow a business? And how do we set our priorities?This is the time when we need the advice of a trusted expert who will help us to evaluate our ideas and turn them into real business opportunities. When you choose to work with me you will discover the real facts about running a profitable business. I will answer all your questions about: • Cash flow, pricing structures, charging competitively for your work, overheads and managing your business and personal finances • Acquiring and managing customers, suppliers, partners and third parties so that you take advantage of every opportunity• Changing direction when your business is established – its feasibility, possible risks and the amount of potential• Networking. Selecting me as your business coach will open up a portfolio of business advisers and you will be introduced to a network of business contacts.How to choose a business coach: My clients say, “She has to be someone I like, someone with whom I feel comfortable sharing my personal ambitions and business goals, someone with an abundance of business experience that will lead me in the right direction.” If success means building your business without sacrificing family, friends and leisure time, my support as your professional coach will help. To experience how this would work, why not book a consultation with me - the first half hour is free. Show less

Fundraising and Event Manager at Alice Charity (Relief of Poverty and Advancement of Community). After many senior level roles, it is my pleasure to use my skills working for Alice Charity. My objective is to increase awareness of the amazing work that Alice Charity currently undertakes with more than 700 local families, and to ensure future sustainability to ensure that this work can continue.

Lead and manage a sales team of customer facing professionals, offering a 'design to solution', one stop shop.KMF have the ability to produce cost effective manufacturing solutions, including complete commercial products, all in one location without compromising on quality.KMF are more than a metal fabrication company…Design For ManufactureSupply Chain Management Testing & Instrument CalibrationGlobal DistributionFull Traceability, documentation control &… Show more Lead and manage a sales team of customer facing professionals, offering a 'design to solution', one stop shop.KMF have the ability to produce cost effective manufacturing solutions, including complete commercial products, all in one location without compromising on quality.KMF are more than a metal fabrication company…Design For ManufactureSupply Chain Management Testing & Instrument CalibrationGlobal DistributionFull Traceability, documentation control & Serialisation Show less

Responsible for the third line Technology Service Management Centre of 160 staff, dealing with fault and provisioning customer issues, interfacing with key vendors and senior management team. Responsible for operational performance service level agreements in fault resolution, call pick up and productivity of work rates, all SLA’s were managed successfully within internal measurements.Collaborated with internal service improvements across B2B and residential teams, ensuring… Show more Responsible for the third line Technology Service Management Centre of 160 staff, dealing with fault and provisioning customer issues, interfacing with key vendors and senior management team. Responsible for operational performance service level agreements in fault resolution, call pick up and productivity of work rates, all SLA’s were managed successfully within internal measurements.Collaborated with internal service improvements across B2B and residential teams, ensuring removal of silo culture and ensuring a streamlined customer experience, both on shore and off shore.Managed service improvement plans with key suppliers to enable a consistent and reliable service.Determined the service centre strategy, attracting, recruiting, leading and retaining the right people through correct quality management and compliance.Motivated teams to deliver a great service experience and delivered the highest levels of service and overall performance, this was reinforced by the introduction of NVQ’s into the service centre for customer service levels 2 and 3.Introduced ITIL foundation to management team and specific ITIL life cycle disciplines including management information and continual service improvement teams.Introduced a third party to assist with staffing, creating cost savings and a flexible staffing model.Managed a training team to assist resellers to use appropriate business tools to ensure correct order and fault management process, and to ensure dependable process and systems compliance for internal teams.Supported on-boarding teams, ensuring reseller customers were correctly and efficiently introduced into Talk Talk business. Show less

Responsible for the customer fault Service Desk and external switchboard, dealing with direct and indirect customer issues, interfacing with key vendors and senior management team. Managed multiple teams in virtual locations, inclusive of front-line, second tier diagnostic staff and incident management teams, meeting customer service level agreements.Implemented ITIL best practise, ensuring customer experience through good practise ensuring cost efficiency. Worked… Show more Responsible for the customer fault Service Desk and external switchboard, dealing with direct and indirect customer issues, interfacing with key vendors and senior management team. Managed multiple teams in virtual locations, inclusive of front-line, second tier diagnostic staff and incident management teams, meeting customer service level agreements.Implemented ITIL best practise, ensuring customer experience through good practise ensuring cost efficiency. Worked closely with equivalent level managers and executives to ensure contingency and the sharing of best practices.Worked closely with customers on service improvement plans to ensure compliance, innovation and cost savings could be implemented.Managed complaint process across UK/EMEA aligned to ISO900 standard. Show less

Promoted internally into the role of Call centre manager in February 2004, responsible for the Crewe site, ‘Customer Telephone Operator Service’ (CTOPS) operation, with over 64 seats within the 24/7 centre, alongside a contingency site in Glasgow. Call volumes for the combined centres are in access of 35,000 per day, inclusive of 999 operators handling 999 calls for all rail buildings and rail infrastructure.Responsible for all aspects of call handling and customer service. Managed and… Show more Promoted internally into the role of Call centre manager in February 2004, responsible for the Crewe site, ‘Customer Telephone Operator Service’ (CTOPS) operation, with over 64 seats within the 24/7 centre, alongside a contingency site in Glasgow. Call volumes for the combined centres are in access of 35,000 per day, inclusive of 999 operators handling 999 calls for all rail buildings and rail infrastructure.Responsible for all aspects of call handling and customer service. Managed and supported operational staff to ensure all team members achieve quality standards.Managed programme change process including technological, operational changes and management information. Worked with client’s third party providers to maintain a stable customer platform and planned regular reviews with customers. Show less