Emma Strange Email and Phone Number
I used to be a prison nurse. An unusual start for a strategic leader in customer-centric service operations, perhaps. But that's the point - it's oddly satisfying to synthesise such diverse experiences into a strategic vision.The complexities of prison life and deciphering the diverse personas of inmates, set the stage for my move into customer-centric services, shaping me into a leader valuing strategic thinking and empathetic leadership - championing the underdog and amplifying the voice of the customer, even in challenging situations.Transitioning to pharma, I applied my data-driven mindset to strategy. Blending data insights (a peculiar joy of mine) with strategic thinking, precision was key in crafting strategies for customer-focused roles.Today, as the Head of Customer Services, I find myself at the convergence of visionary aspirations seated on the leadership team and hands-on execution. I turn those 'lightbulb' moments into practical, delightful experiences for customers.My experiences have taught me invaluable insights about myself:🌟 Strategic Visionary: I love using design thinking to pioneer transformative strategies - like integrating AI to reduce ticket numbers by 20%. 📊 Data-Driven Execution: I geek out deriving impactful solutions from vast data, turning complexity into simplicity and chaos into order. 💎 Customer-Obsessed Excellence: I nurture a team culture where every customer feels valued, transforming ordinary service into extraordinary delight, resulting in an exceptional 99% satisfaction rate 💡Unique strengths: I'm a strategic thinker at heart, embodying my top 5 strengths - Futuristic, Intellection, Focus, Analytical, and Input. A rare blend at 1 in 33 million (my Clifton Strengths™ report doesn't lie!)🚀 Team Growth and Development: I can lead teams from 10 to 100 people, championing growth and individual development.My strategic journey, grounded in data and adaptability, spans boardrooms, the pharmaceutical industry, and prison nursing. If I can handle complex disputes, global clinical trials, and inmates, I'm well-prepared for any challenge! If you seek a leader who effortlessly channels the 'Voice of the Customer' into a symphony of data-driven, customer-centric strategies, let’s connect! Strategic innovation isn’t a luxury; it’s key to exceptional customer experiences. Ideal for roles heading up Customer Services, Operations, or Customer Experience.Specialties:⚙️ Operations 👥 Leadership 🔍 Data-Driven Strategies 🛠️ Execution of Big Ideas 📊 Project Management 🎯 Customer-Centric Approaches
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Head Of Customer ServicesRethink Academy LtdLondon, England, Gb
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Head Of Customer ServicesRethink Academy Ltd Apr 2018 - PresentLondonHead of Customer Services at Rethink Academy, a leading global vocational company empowering entrepreneurs worldwide to either start or scale their online businesses. Led, nurtured and expanded teams for growth and high performance (supporting thousands of clients annually), while occupying a pivotal position within the senior leadership team, actively shaping and executing operational strategies to fuel the company's rapid growth.In this dynamic and impactful role, expertise was demonstrated through:🌟 Customer-Centric Excellence: Championed a culture emphasising empathy, human understanding and customer journey mapping, achieving a remarkable 99% customer satisfaction rating.🤖 AI Integration and Innovation: Spearheaded various innovative, human-centered projects predicting future needs through a futuristic lens, including customer feedback analysis and successful AI technological integration (significantly reducing ticket numbers by 20%).🔄 Process Optimisation: Utilising design thinking, implemented a suite of 50+ new processes, boosting efficiency and productivity.🤝 Collaboration and Synergy: Enabled seamless teamwork and cross-functional synergy through effective collaboration and stakeholder management.📊 User Research: Leveraged user research techniques to extract valuable insights from critical team performance metrics, customer feedback, complaints, and refund analysis. These insights empowered data-driven improvements such as optimising response times, refining service processes, and tailoring our programs to better meet customer needs.🌐 Omnichannel Strategy: Developed and executed strategies for omnichannel engagement, enhancing customer interaction and engagement significantly. -
Business Development And CoachForever Living Products (Uk) Ltd 2014 - 2018LondonWorked in partnership with a leading global health and wellness company within team marketing, who value people first and profit second. Helped individuals set up home-based businesses, mentored and coached these new business owners to help them grow their business to achieve their goals. -
Clinical Sites Management Team Manager (Cra Manager)Ucb Jan 2006 - Dec 2008West LondonIn a pivotal leadership position at UCB, a major biopharmaceutical industry player, masterminded the management and guidance of a dynamic team of 14 direct reports, encompassing Senior Clinical Site Managers (SCSMs) and Clinical Site Managers (CSMs), plus their teams, across key regions — US, Australia, Europe, and Southeast Asia. Spearheaded talent acquisition, training, and continual guidance to optimise performance and alignment with UCB's objectives. This position significantly contributed to successful clinical research ventures and studies, ensuring efficient leadership of multiple clinical study sites.Key contributions:- Global Team Expansion: Strategically expanded the team, curating a diverse and skilled workforce for the effective management of clinical studies.- Resource Management: Meticulously allocated resources for clinical studies, ensuring optimal support for project managers, akin to orchestrating efficient customer service delivery in diverse markets.- Quality Assurance: Conducted global on-site visits, accompanying reports to evaluate and audit their work, thereby upholding the highest standards in clinical study management.- Talent Training and Development: Established robust training programs, enhancing knowledge and skill levels essential in both clinical research and customer-centric domains. Conducted regular meetings and workshops for teams of up to 30 people. Responsible for performance management.- Operational Excellence: Streamlined operational processes, enhancing efficiency and compliance across numerous clinical study sites.In this dynamic and demanding clinical research environment, effectively managed, guided, and nurtured a global team dispersed across crucial regions. This hands-on experience refined leadership and operational skills while fostering a commitment to quality and process optimisation — qualities critical in roles involving heading up customer services, customer experience, or service design. -
Senior Clinical Research AssociateUcb Aug 2002 - Aug 2006West LondonIn this role, substantial contributions were made to a significant paediatric asthma study, alongside an adult monocenter allergy study. The position entailed meticulous data collection, analysis, and safeguarding the research's integrity, spanning from site evaluation, initiation, monitoring, and through to closeout.Key Contributions:- Stakeholder Engagement: Cultivated strong relationships with site coordinators and healthcare professionals, substantially improving success rates.- Quality Assurance: Implemented rigorous quality control measures, assuring the accuracy, completeness, and reliability of trial data, substantially enhancing overall study quality.- Global Study Management: Successfully managed 7 hospital sites in the UK and 4 sites in Australia, showcasing adaptability across diverse regions and cultures.- Recruitment Strategy: Enhanced recruitment efforts through strategic national and local advertising, demonstrating the ability to attract subjects. - Document Optimisation: Proficient in editing and creating documents in native English for global use, showcasing communication skills vital for customer-centric roles. Developed essential CRF guidelines and patient visit worksheets to streamline processes for site staff.- Supervision and Training: Provided supervision and training to Clinical Research Associates, accompanying them on site visits, demonstrating leadership and mentorship skills.- Ethics Compliance: Led ethics submissions, exemplifying strong adherence to ethical guidelines and regulations.- Process Optimisation: Identified and streamlined inefficient processes, significantly reducing project timelines and costs.This experience offered critical insights into the strategic use of data and its integration into decision-making processes, a pivotal asset in crafting customer-centric strategies. It honed the ability to operate in dynamic, demanding research environments, forming a solid foundation for customer-centric roles.
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Clinical Research AssociateIqvia Nov 2001 - Sep 2002MarlowAs a Clinical Research Associate at IQVIA (formerly Innovex), held a crucial role in a significant phase four Multicenter Research Ethics Committee (MREC) study focused on heart and lung transplantation, ensuring strict compliance with ICH GCP guidelines.Key Contributions:- Conducted thorough site selection and pre-study visits, ensuring optimal site suitability for the research.- Facilitated training for site staff on electronic data collection methods, enhancing data accuracy and reliability.- Managed the Local Research Ethics Committee (LREC) submissions with precision, highlighting a commitment to ethical research practices.- Coordinated and reported the team's weekly progress, ensuring transparency and efficient workflow.These experiences collectively provided valuable insights into strategic data utilisation, ethical research practices, and effective team collaboration — key aspects vital for future roles in research and customer-centric domains. -
Clinical Support Specialist, Clinical Research Associate From Nov 2001Iqvia 2000 - 2002MarlowIn this role, dedicated efforts were directed towards the comprehensive management of a SAMM study (Safety Assessment of Marketed Medicines) within heart and lung transplantation, with a focus on SE England and Northern Ireland. The role encompassed:- Gaining extensive knowledge of SAMM Guidelines and transplantation processes, providing valuable insights into the field.- Demonstrating exceptional organisational and time management skills by efficiently managing a substantial territory comprising 20 sites.- Identifying and effectively addressing customer concerns, fostering a positive and fruitful working environment.- Enhancing training skills through instructing customers on effective electronic data collection methods.- Assuming managerial responsibilities during the manager's absence, conducting site report reviews and follow-up correspondence.These experiences honed strategic planning, organisational, and managerial skills—fundamental attributes for succeeding in roles where effective leadership and meticulous planning are crucial. The insights gained in stakeholder engagement, data management, and research processes further contribute to a solid foundation for future endeavors in customer-centric roles.
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Clinical Research NurseIqvia 1999 - 2000LondonAt one of the world's leading drug research units for Phase One and Two studies, providing services for major pharmaceutical companies, the role of a Research Nurse was instrumental. Responsibilities encompassed conducting clinical trials in strict compliance with ICH GCP and Standard Operating Procedures, always prioritising the safety, well-being, and rights of volunteers. This experience provided invaluable insights, including:- In-depth Understanding: Developed a strong comprehension of clinical research within the pharmaceutical service industry and ICH GCP standards.- Efficient Management: Showcased exceptional organisational and coordination skills by overseeing trials comprehensively from set up to close down.- Meticulous Data Handling: Demonstrated meticulous attention to detail, especially in the collection and recording of data according to predefined protocols.- Effective Administration: Employed proficient administrative skills necessary for the preparation and smooth running of studies.- Empathy and Customer Focus: Enhanced understanding of the importance of empathy and the 'voice of the customer' in delivering a superior experience, critical in the healthcare sector.These experiences not only bolstered knowledge in the domain of clinical research but also enhanced abilities in data management, meticulousness, and efficient organisation. These skills are paramount in roles necessitating a keen eye for detail, effective coordination, and compliance with industry regulations.
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Registered NurseGuy'S & St Thomas Nhs Trust, Kingston Hospital, Parkhurst Prison, Royal Perth Hospital (Australia) 1996 - 1999In various nursing roles across international settings, a wide array of skills crucial for healthcare provision and customer-focused roles have been honed. These experiences have not only developed core nursing competencies but also instilled adaptability, resilience, and a strong empathetic approach, all of which are paramount in the field of customer services.Prison and Casualty Nursing:Responded adeptly in crisis situations, showcasing stress resilience and quick decision-making, particularly evident in casualty settings. Developed exceptional interpersonal skills working with diverse individuals and efficiently managed time through strategic prioritisation of workloads.Royal Perth Hospital, Australia - Staff Nurse, Neurology and Pain Management Centre:Provided empathetic care to paraplegic and quadriplegic patients, reflecting deep compassion and understanding.Kingston NHS Trust - Surgical Nursing:Served as an E-grade in-charge, responsible for the ward during shifts, showcasing leadership and management capabilities. Guy's and St Thomas' NHS Trust - Medical Nursing:First position as a qualified nurse, ensuring high-quality patient care in a fast-paced medical setting.These diverse experiences have nurtured invaluable skills vital for leadership, teamwork, and effective communication in roles focused on customer services and empathetic care.
Emma Strange Education Details
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Diploma (He) Nursing -
L'Institute Parisien, ParisDiploma In French
Frequently Asked Questions about Emma Strange
What company does Emma Strange work for?
Emma Strange works for Rethink Academy Ltd
What is Emma Strange's role at the current company?
Emma Strange's current role is Head of Customer Services.
What schools did Emma Strange attend?
Emma Strange attended Buckinghamshire New University, Buckinghamshire New University, L'institute Parisien, Paris.
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