Change Management Lead for the SAP Concur implementation. Rolling out across the 4,000 County Council and Fire and Rescue employees.

Snap Surveys is a privately owned company specialising in data collection and analysis software for Surveys, Audits and Assessments. Building on our unique combination of Snap Survey Software and Research expertise, we’ve developed innovative solutions for organisations of all sizes to optimise engagement with emplyees, customers and members transforming data into knowledge.Founded in 1981, we have UK offices in London and Bristol and in the US in Portsmouth, NH. We have over 1,000 client organisations including: Banks, Councils, NHS Trusts, Museums, High Street Chains, Universities, Utility Companies, Media Corporations and Trade Bodiesand handle nearly 50 million survey responses a year.As Commercial Director I have responsibility for all commercial activities of the company, ensuring that available opportunities for profit and growth are maximised.

Expolink specialises in confidential global whistleblowing hotlines, contact centre outsourcing services, and incident and security management software solutions. Expolink is a highly valued partner to global companies including many FTSE 100 and FTSE 250 companies, local authorities, government departments, police forces, retail organisations and charities. Reporting to the CEO with P&L responsibility for the Sales, Marketing, Customer Service and Implementation teams across both the Hotline and Contact Centre divisions with 6 direct reports, I:• Introduced new CRM system, sales processes and management information systems to exceed revenue targets.• Developed client care team processes and reporting. Coached customer service execs to better serve customer needs and cultivate incremental revenue opportunities with 97% retention.• Represented Senior Leadership Team on ISO27001 (Information Security) & ISO 9001(Quality Assurance) attainment projects achieving certification in 2015 & 2016. • Raised awareness of General Data Protection Regulation (GDPR) providing strategic sales and customer service input to impact assessments.• Supported the split, development and launch of the Expolink Europe brand into distinct Expolink (Whistleblowing Hotline) and WeAnswer (Contact Centre) trading styles, including websites, external and internal communications.• Introduced and developed new Business Assurance Manager role to oversee ISO compliance, customer assurance and supplier due-diligence.• Cultivated partnerships with the Institute of Business Ethics, Direct Commerce Association, UK Contact Centre Forum, supporting conferences, forums and publications to improve market awareness, promote thought leadership and expand marketing reach.• Supported change of business ownership following the retirement of the former owners including: change management strategy, communication campaign, updated sales & marketing blueprint with 100 day plan and management briefings.

At the heart of C-Centric is a team who for over 20 years has helped the world’s leading brands manage award winning contact centre and acquisition campaigns. This expertise has been combined with a team of specialist marketers, data analysts and technology experts to bring together a unique range of services and technology solutions that help clients drive customer acquisition campaigns in their contact centre(s).Various assignments typically working on sales/customer service operations and partnership development, supporting consulting briefs with clients; projects included:• Sales operations – reviewing systems and processes to identify lost sales opportunities e.g. abandoned carts, abandoned calls and broken sales journeys; developing strategies to improve call centre effectiveness, extract sales data and regenerate omni-channel sales opportunities. Notable programme success achieved 10,000 incremental sales per month.• Lead generation – developing customer acquisition plans and supporting systems/processes; introducing data partners, site owners and affinity relationships to drive up to 20k prospects per month.

Originally founded in 1965, Endsleigh has since grown to become one of the UK's leading independent intermediaries. It specialises in providing insurance solutions for career people offering a product range that starts with students and continues through to retirement and beyond. Endsleigh letting services have a range of products and services for letting agents, landlords and tenants including tenant referencing and specialist insurance products.• Analysed market position and made recommendations to develop proposition for 2013 – 2015.• Restructured team to improve effectiveness of head office and regional field-based sales and introduced new sales performance measures.• Developed new relationships with trade bodies for co-branded direct communication and mutually beneficial PR coverage in industry press.

Add Momentum Ltd (AML) is a UK-based company created in 2003 that brings people and technology together. It helps people to fulfill their potential, achieve new goals and make a real difference in the real world.AML delivers innovative services that are customer-focused and easy to use. Take www.Leadbay.co.uk for financial advisers for example; It's the most advanced system of its kind on the current market, but even those who are new to its technology can quickly and easily access the great business opportunities it provides. The team is the heart of AddMomentum. As well as achieving business excellence, with sites such as www.welcomehome.co.uk and www.moneyhospital.co.uk, AML is continually involved in it's aim to provide new opportunities for those in need through our partnership with Hope HIV.

Formerly part of Add Momentum and latterly a trading style of Mitchell Farrar; Leadbay was one of the foremost financial services online lead generators. Also part of the Add Momentum portfolio, Moneyhospital.co.uk and Welcomehome.co.uk were consumer websites partnered with Leadbay.Full P&L responsibility for: Business Development, PR/Marketing, Customer Support, Affinity Partners, IT/web development, Project/Programme management, and Compliance (45 staff).• Achieved record revenue level of £6.2m maintaining gross profit at 28%.• Negotiated affinity partnerships with consumer brands such as Totally Money and Money Expert and product providers such as Goldsmith Williams, Halifax and Abbey National.• Recognised industry expert, often invited to speak at industry events and comment in the press.• Developed new product streams including Professional Life Insurance Leads and Telephone Qualified Leads developing a new telesales team and external telesales providers.• Winner: Best Lead Generator (Leadbay) - MyIntroducer Industry awards 2010.• 20th in the Sunday Times Microsoft Tech Track 100 awards 2009 (Leadbay).• Winner (Leadbay): Excellence and Innovation Finance vertical; A4U Affiliate awards 2009.• Introduced and developed new KPI, management information and trend analysis systems to better predict and plan resource needs which stimulated strategic shift in the balance of PPC, SEO and email marketing activities to more cost-effectively drive traffic to the sites. • Improved communication between technical, support and sales teams ensuring that cost benefit analysis was understood and applied to project prioritisation.

E-Sales Consultants became SAWFISH Software in Feb 2004 and was a pioneering web-based Workflow/Business Process Management/Lead Management Software as a Service (SaaS) business.A securely hosted, web-based solution, SalesFlow uses active workflow to model, automate and control sales processes, implementing client's own best practices throughout to maximise sales conversion & operational efficiency.Also a securely hosted, web-based solution, DebtFlow was an end-to-end solution automating over 97% of tasks and processes around the aqcuisition & management of IVA, trust deed & debt management clients.Reporting to the CEO, responsible for the whole customer experience including business development, pre-sales, requirements gathering, delivery/implementation, resource planning, customer support and key account management with overall management of 25 staff. • Lead the development of the Sales-Flow and Debt-Flow products from raw idea into fully functional and saleable system, growing from start up to a £2.5m turnover. • Managed ‘pitch’, negotiation and closure of contract with major bank worth £500k over 3 years which provided a complete customer life-cycle service including BACS integration. • Negotiated deal and managed implementation of £150k Debt-Flow solution for leading international Accountancy firm.• Defined the sales methodology and internal business processes for product development, delivery and customer support utilising both internal staff and 3rd party service providers.

Oversaw the development of a browser-based internet enquiry management & workflow product from a raw idea into functional and saleable system.Provided e-commerce consultancy to client companies, negotiating successful affiliate partnerships with such partners as Freeserve, Tiscali & Lasminute.com.Responsible for the customer experience, ensuring all teams contribute in a consistent and professional manner including pre-sales, requirements gathering, delivery/implementation & support.Co-ordinated the acquisition of E-Sales Consultants by Sawfish Software in Feb 2004.

Designed & delivered high quality training events within resources available to meet IFA specific needs on Business Development, Management, Supervisory and Sales related skills.Created new training modules for “Successful Management” and introduced new technology content to other modules.

Seconded to BHO for the CAPS project from 1993