A results driven, innovative and commercially-focused leader with a passion for supporting and empowering staff to work together to provide ‘Best-in-Class’ Customer service excellence. A customer centric change leader, constantly building relationships, communicating with and influencing key stakeholders to shape the emerging needs of the organisation and customer service environment.A proven track record in consistently delivering against KPI’s and driving down internal cost, combined with an ability to influence and drive positive culture, behaviours and staff motivation. A demonstrable ability in identifying the customer journey pain points through the effective management of customer data and details, establishing root cause, then developing appropriate strategic plans to drive sustainable improvements for the Customer. Extensive experience of driving change and transformation initiatives that have a tangible impact on the customer, whilst supporting and empowering staff to be ‘their best’.With a background in resource planning, forecasting and scheduling, heading up customer service operations, project management and defining customer service strategy for global operations, I have over 20 years experience in the Customer Service Industry to date.