A pivotal role in driving revenue growth, optimizing performance, and ensuring the success of trading operations through strategic planning, effective execution, and collaboration with key stakeholders.

Leveraging data analysis and frameworks, with insights to optimize sales processes, enhance customer satisfaction, and drive sustainable growth in trading areas. Continuous monitoring, analysis, and adaptation are key to maintaining competitiveness and meeting evolving customer needs

Provided comprehensive support to the Commercial Trading Team and Operations, to help maximize trading performance, drive sustainable growth, and achieve business success. Collaboration, data-driven decision-making, and continuous improvement were part of the strategy within this role

Effectively leading and coordinating efforts across project management, quality assurance, customer service innovation, and team leadership, to maximize the success of the new business • Capita PLC/Npower

The role involved a combination of strategic leadership, effective communication, relationship-building, and data-driven decision-making to drive performance improvement and enhance customer satisfaction within O2's web chat function. Collaborate across teams and leveraging digital tools and analytics were all key factors within the role

Working with leaders in the organisation to implement the Vanguard Method (System Thinking) to transform the business by putting the customer at the heart of everything we do. By doing this increasing customer satisfaction, reducing costs to the business while creating a rewarding environment for the staff.I was Capita's internal lead, working alongside a Vanguard Consultant & O2's Consultants to analyse demand for the customer journey for Sales, Upgrades & Retentions.Leadership, collaboration, analytical skills, and strategic vision were essential in driving the successful implementation of System Thinking methodology within Capita's O2 Recontracting area. By putting the customer at the heart of the transformation process, you contributed to enhancing customer satisfaction, reducing costs, and creating a more rewarding environment for staff.

Managed a team of advisers between 15 – 20 within the operation.Over this time period, I worked within a number of departments for O2. These included Upgrades, Retentions, inbound (warm leads) & outbound sales. Main focus on achieving and exceeding unit KOM'sDuties included - - Using reports to drive performance and identify focus areas for each individual advisor- Meeting and managing client expectations- Energising my team to achieve high levels of performance & motivation- Providing ongoing training & sales coaching for the team- Upholding company standards and policies within my team- Coaching team members on areas of compliance to make sure performance was always within tolerance- Driving Sales Through Service