Leading the Customer Experience team at AirDNA and Uplisting including Support and Success teams across multiple time zones and both in-office and remote workers. Creating strategy, improving processes, aligning cultures and ensuring the team have growth opportunities. Additionally, ensuring that the Voice of The Customer is paramount and heard throughout the business to the Executive Leadership Team and other department heads through "CX Vocality" and clear accountabilities.

Helping Small businesses with operational efficiencies, customer service/customer success and process build out. "The starting point for improvement is to recognize the need."

Uplisting.io is a Channel Manager for the Short Term Rental industry across the globe. As an AirBnB Preferred Plus Partner, Preferred partner for Booking.com and Expedia, we're helping Entrepreneurial Property Owners and Managers grow their business. As Head of Operations (Contract), my projects have included:Build new Processes and efficiencies across teamsIntroducing and Improving Data Reporting across Sales, Customer Support, Customer Success and Onboarding. Transitioning to a 'Source of Truth' to allow enhanced overview for FoundersIntroducing and Implementing Hubspot CRM for improved Sales, Operations and Reporting functions. Budgeting and Head Count Forecasting for the company's continued GrowthOngoing Contract Renewal, Team Management Duties, and RecruitmentWorking alongside Marketing, Sales, and Product to ensure rapid, concise and fulfilling roll outs of new features. Enhancing their Support offering in the form of increased self-serve, bot automation, transparent communications, and more besides.

As Head of Operations (Stor) my duties included the plan, implementation and maintenance of Customer Success processes and procedures, running the day-to-day Operations of Stor and managing the frontline team whilst maintaining internal customer satisfaction and communication. Stor is serving SME eCommerce Merchants in the UK and USA to help them build a better online shop, with faster turn-around and a great end user experience.

Assisting with operational efficiencies, customer service interaction and processes. General administration, Finance maintenance (Xero) and Excel management.

eCommerce consultancy + proprietary eCommerce system.Took a lead role in planning, executing, monitoring new and existing consultancy clients and merchants using the eCommerce platform. Responsible for directing the tracking and completion of all eCommerce projects for a wide rage of SME clients.

DE-RISKING YOUR HIRING PROCESS through the use of valid & quality psychometrics to select the right person for the right role. 3DV have an Ethical belief that people should be in jobs and companies that match their personalities. Everything they do revolves around this guiding sentiment.

Moved to Sister company 3D Verdict Ltd.EA duties for one Director of the business, liaising with clients & delegates, creation, maintenance & analysis of delegate psychometric data, management of two CRM systems (Microsoft Dynamics & Hubspot) including maintaining data quality & automated functionality.

I was brought on to work for Wabi to assist them in bringing the Back-office policies, procedures & processes up to spec. Starting initially with H&S & Food Safety which culminated in achieving a 5 star ‘Score on the doors’ in March ‘15. Other duties included compiling & implementing health & safety, food safety procedures, staff training & change management through-out; Assisting General Manager with developing efficiencies within the unit; Duty Manager Responsibilities as normal including; cash out, key holder, licensee, etc.

I started at TGI Friday’s as an Assistant Kitchen Manager, was promoted to Assistant Restaurant manager & then Restaurant Manager. Awarded ARM of the Year (South) in 2013. Awarded a very rare ‘Protection Pin’ for an “Exceptional act to safeguard our guests”.Duties included: HR & Scheduling of team members & Managers, Payroll Processing, Food Safety Audits & Health & Safety Checks including Accident Investigations, Stock Ordering & Margin control, P&L Responsibility: Liquor, Labour, Consumables & Administration & Services, Multi-Site Lifetime Apprenticeship Representative (9 Stores, circa 40 apprentice’s), Duty Manager Responsibilities as normal including; cash out, key holder, licensee, etc.

Position Made Redundant• Operational service & Running Shifts as required• Responsible for Unit Health and Safety • Multi-Unit Auditing and reporting to Director and Senior levels (8 Units across the region)• Implemented and Achieved ISO9001, ISO14001 and OHSAS18001 Accreditation at Gatwick Unit• Personnel Administration for 80 Staff • General Administration including Payroll Processing• Full Training Overview

Completing Audits of Hotels/Excursions/Transport companiesReport writingNegotiating with Suppliers at General Manager and Managing Director levelIncident Investigation including Fatalities, Major and Minor Accidents/IllnessesManagement of under scoring UnitsMaintaining records for 40+ Units across the Algarve and a very small portion of Southern SpainLiaising and Supporting in-Country and ‘Home Country’ Operations Teams