GSC (cultural specialist)QOY (reconnaissance)

An inspiring and exciting place to work where I lead and managed the Defence Accounts with a focus on Customer Success, Product Development, Business Development, Compliance, and Relationship Management, while operating with Security Clearance.Designing training programs, building the CS structure and templates to meet Adarga's growing ambitions.An extremely fast paced start up culture and environment where constant restructuring was used to adapt to growth or shrinkage depending on the ever changing demand.In addition to Defence I worked with private sector high profile Investment companies and the Oil & Gas sectors, delivering comprehensive product training, and aligning the product roadmap to meet the specific needs of these industries. www.adarga.ai

I lead the International Customer Success Management at Kykloud then with Accruent/ Fortive, specialising in multi-million B2B revenue retention across EMEA, with a focus on government agencies, defence, and security-sensitive clients. My role involves partnering with clients to maximise and recognise the ongoing value of Accruent products and solutions, including Siterra, Kykloud, VX Field, and Meridian.I positively influence clients through one-on-one Key Leader Engagements (KLE) and group engagements, supporting program rollouts and objectives to help clients achieve their business goals and project targets. This requires a high level of organization, excellent communication skills, and the ability to adapt to multiple fast-paced organizational activities.Additionally, I assist clients in understanding the cross-functional business impact of Accruent’s solutions and advise on strategies to drive efficiencies, profitability, and change.This was one role but with 3 separate companies, changing, evolving and adapting.

• Oversaw Customer Success and operational management for AI-enabled solutions, leading a team that focused on enhancing client satisfaction and AI-driven outcomes.• Developed engagement frameworks and strategies to drive adoption, retention, and loyalty for AI-powered solutions across a diverse customer base.• Implemented data-driven processes to measure and improve client value realization, contributing to a 25% increase in client engagement and revenue growth.• Acted as a strategic advisor, building trust with enterprise clients and enabling data-backed decision-making that strengthened client relationships and drove long-term retention.

Day-to-day responsibility for managing, leading, and achieving operational objectives for a multifaceted project involving coastal development, mining, and ecological reclamation.Leading a team of 120 staff, ensuring effective local and regional relationship management.Key Responsibilities:Leadership and Management: Directed operations and provided organisational focus to achieve both short-term and long-term project goals.Stakeholder Engagement: Navigated complex relationships with polarised stakeholders and investors.Operational Oversight:Maximized production efficiency.Facilitated clear information exchange between internal and external teams.Monitored and maintained both static and mobile machinery.Implemented measures to control air, noise, and marine pollution.Maintained strong relations with the local community to mitigate challenges and enhance the project.Site Details: Managed a 27-hectare site featuring a jigging, gravity separation processing plant, and associated mobile machinery.Reporting and Communication:Conducted daily, weekly, and monthly operational meetings.Developed and maintained Work In Progress reporting.Delivered up-to-date briefings and detailed data logs to provide accurate and insightful information to the Board in the UK and Luxembourg.Communicated effectively in both English and Serbo-Croatian.Achievements:Successfully managed a challenging project environment, balancing operational demands with complex stakeholder dynamics.Enhanced operational efficiency and maintained project momentum despite significant external challenges.Skills Utilised:Project ManagementLeadership and Team ManagementStakeholder EngagementOperational EfficiencyEnvironmental Monitoring and ComplianceMultilingual Communication (English & Serbo-Croatian)

Founder & Managing Director, Multiple Branch Franchise Estate Agency NetworkOverview:Successfully founded and managed a multiple-branch franchise estate agency network, navigating through periods of property boom and bust over six years.Provided leadership and support to staff, creditors, clients, and stakeholders during expansion and through a voluntary liquidation process in collaboration with Begbies Traynor Lawyers.Maintained relationships with most staff, continuing as a friend and mentor.Key Responsibilities:Leadership and Management: Directed the growth and operations of the franchise network, ensuring sustained expansion and profitability.Stakeholder Engagement: Effectively managed relationships with staff, creditors, clients, and other stakeholders.Crisis Management: Guided the company through voluntary liquidation, maintaining transparency and support for all involved parties.Services Offered:Residential SalesResidential LettingCommercial SalesCommercial LettingsAuctioneeringAchievements:Adhered to Red Book standards, ensuring high-quality service delivery across all operations.Earned multiple industry awards for customer service, including:Daily Mail Customer Service AwardAssociation of Residential Letting Agents AwardNational Association of Estate Agents AwardNorth East Business AwardsSkills Utilized:Business DevelopmentStaff ManagementStakeholder RelationsCrisis ManagementReal Estate Services Compliance