Teaching Business and English Courses at Jiangxi University of Finance and Economics.Courses Include: - International Business Law - Fundamentals of Business - European Culture and History - English Literature and Essays - English for Special Purposes - Business - IELTS and TOEFL Test Preparation - Various Oral English and Reading Courses

Acted as Consultant to £360m global project for UK Visas & Immigration to open over 100 new visa application centres in over 70 countries around the world, payment portal and online information site that was successfully launched within 6 months in April 2014.Acted as coordination point for Operations and IT departments disseminating client requests across the project lifecycle to achieve project and organisational goals. Led several work streams simultaneously ranging from website design to supplier management, policies, and branding and associated selection, training and leadership of project teams, monitoring KPIs and project progress.Created and rolled-out training materials for new agents in the company, and co-authored policies and procedures for operations spanning security and safety, operational procedures, customer related procedures such as refund policies, and many other topics, and oversaw the complaints ticketing and refund system for entirety of the project, and wrote the policies involved.Seconded to roll out a global website that enabled applicants to register and pay for services related to their country, working in conjunction with the client to recommend appropriate layouts, content, and functionality for different geographies.Liaised closely with stakeholders including the UK government, No10 Downing Street, and UK Visas and Immigration to establish a robust Great Britain identity, branding and marketing design to be used in local centres, identifying and sourcing local companies for branding, signage, and operational supplies and worked with them to complete designs and meet deadlines. Project managed delivery of materials from UK to satellite centres in over 80 countries through multiple rounds of product shipments.Reported to high-level stakeholders within the UK government, Embassies and High Commissions on a regular basis to ensure all requirements were being met and different aspects of the project were on target for completion.

Established scuba diving business with family member which is still trading successfully, sourcing and negotiating with suppliers and establishing retail premises and merchandising activities. Undertook wellbeing programme over 9 months dedicated to lose 100 lbs.Studied and learnt Spanish, living in Lima, Peru for 4 months.

Worked within the Advanced Services Division, promoted to Team Manager within 2 weeks of appointment and subsequently Assistant Call Center Manager after 1 year.Managed all aspects of Call Center operations, leading Work Force Management Team that expanded from 40 to in excess of 500 people and a team of 20 supervisors all with teams of 25-30 individuals in a high volume in-bound Call Center. Accountable for staff rosters; scheduling all aspects of supervisor and team performance including attendance, quality goals, on the job training, personnel databases, logins and other duties. Oversaw fulfilment of all client service levels, resolution of account issues, setting up new accounts, and intraday reporting to clients. Assisted in growing the account over 1000% in less than 1 year through effective leadership skills and consistent high performance standards. Operated as point of contact between Teleperformance and the client to inform of issues that arose, improve levels of customer service, and address changing market conditions.Participated in developing training materials for changes in policy and programs used in customer assistance and team management.Elected by senior management to attend 4 week intensive training program (selected as one of 90 from a pool of 120,000) intended to develop and groom the next generation of executive management prospects.

Handled customer enquiries concerning account, billing, and other issues to retain customer loyalty; cross-sold and up-sold Comcast products and services to expand account penetration; and successfully met sales, sell-in and productivity goals whilst maintaining the highest levels of customer service standards. Also acted as Senior Rep responsible for providing information and guidance in the absence of supervisors.

Opened, developed and maintained Open and Service accounts for new and current customers through profiling and qualified sales and referrals to help generate revenue targets, meet deposit goals, and consistently met and exceeded performance targets.Utilised qualified referrals and sales opportunities to obtain loan applications and generate loan closings/revenues, and participated in branch promotions and sales initiatives to help meet branch goals and service needs. Resolved customer complaints face-to-face and by phone to maintain account status and sell new products and features.Worked as Senior Teller as needed within branches to meet needs on the teller line and to provide leadership for decisions when needed, and participated in a merger event, training and providing guidance for an entire branch in the process of changing systems and policies for the acquisition.