Leading independent provider of telecommunications, with over 30 years’ experience in the industry and O2’s largest UK direct channel partner. With over 250 employees dedicated to delivering a seamless & effortless customer experience, whilst offering an array of business connectivity services. Employed as Operations Director to lead transformational change to grow company operations, significantly enhance customer experience and drive operational efficiencies in line with business strategic objectives. • Ultimately responsible and accountable for contact centre operations, including customer service delivery, fulfilment of compliance and regulatory obligations and business change • Responsible for the implementation of a full governance framework including appropriate policies and processes to support efficient, effective and compliant delivery• Designed, developed and deployed a mobile virtual network operator (MNVO) Beebu, providing Aerial Direct with its own network offering• Implementation of a CRM system to improve customer engagement by driving efficiency, providing one single view of the customer and advanced analytics capability to drive continuous improvement• Mobilised a 250 strong workforce to successfully work from home within 7 days at the start of the COVID 19 pandemic with no impact productivity or performance • Worked collaboratively with the HR team to implement a wellbeing programme to support employees during the COVID 19 pandemic

Responsible for supporting both construction & the retail operations team to ensure the timely delivery and quality of retail stores; ultimately delivering a seamless operational execution of all retail outlets.

Dynamic and diverse UK Telecommunications Company with over 720 stores nationally providing a wide range of solutions to meet the needs of today’s fast moving marketplace. Employed initially as a Regional Sales Manager and then Senior Operations Project Manager, through outstanding performance and consistently exceeding expectations I was promoted to the role of Head of Retail Operations responsible for supporting the Director of Operations & Chief Transformation Officer and managing a team of project and service delivery managers as well as an off-shore support function based in Bangalore.• Overall responsibility for the day to operations across all retail stores including partnership outlets• Retail Sponsor / Lead for delivery of the 3 year transformational (OMNI Channel) programme, responsible for defining the OMNI channel principles, approach, communications and people strategy• Responsible for the off-shore store support team of 28 in Bangalore, which services around 4000 calls per week• Worked with the board as a key operational lead in the exploration project for international expansion• Lead, develop and inspire a department team of 16 direct reports, in conjunction with 3 off-shore managers• Maintain ongoing operational compliance process and actions across retail that are governed by the Financial Conduct Authority• Played a key role in the new stores portfolio programme, from concept to implementation, incorporating business processes, policies, corporate alignment i.e. Phones 4u and Dixons partnership and the customer journey / experience• Full P&L accountability • Responsible for the creation and maintenance of all operational business policies and procedures