April 2024: Gobeyond Partners - (the consulting brand of Webhelp) has now rebranded to be part of Concentrix. Concentrix Catalyst is the Experience transformation and technology team at Concentrix.My Consulting Experience at Gobeyond Partners :Project managed a large-scale digital transformation for a major European airline:spanning multiple business areas with complex stakeholder environmentsdesign, development and delivery of a live chat platform, FAQ bot and and dynamic… Show more April 2024: Gobeyond Partners - (the consulting brand of Webhelp) has now rebranded to be part of Concentrix. Concentrix Catalyst is the Experience transformation and technology team at Concentrix.My Consulting Experience at Gobeyond Partners :Project managed a large-scale digital transformation for a major European airline:spanning multiple business areas with complex stakeholder environmentsdesign, development and delivery of a live chat platform, FAQ bot and and dynamic chatbotLaunch of chat platform, developed and tested in multiple languages As a result, the airline led the way for dynamic chatbots in their sector; enhanced CX though delivery of simple transactions via chatbot; and had a 13% AHT reduction. Project managed the set up and roll-out of new internal logistics service for 2 high-tech research and innovation hubs of 800FTE ahead of budget and timescales.Delivered coaching in multiple Operational Excellence projects in Global Banking, Pensions and Outsourced Operations delivering & sustaining ~20% capacity creation and lead time reduction. Led the management and roll out of a Rapid Response Team to deal with unprecedented numbers of complaints in an outsourced UK Bank. Increased productivity by 29% over 2 months, allowing complaints team to focus on reducing WIP to stabilise operations. Delivered a Customer Journey project for an international bank, enabling knowledge transfer of Customer Journey methodology to client. Initiated delivery of quick wins and investigated multiple opportunities for the client roadmap. Led and delivered a project in a UK Bank support function to define their proposition, resulting in improvements which enabled a 20% FTE reduction. Show less

In 2019 OEE Consulting and gobeyond merged to create an exciting new customer experience transformation business. OEE Consulting is a specialist business improvement and transformation firm which helps leading brands improve customer experience and strategic outcomes, through operational excellence.We help our clients dramatically change the way they work to help them refocus their businesses on what is most important. From organisational design to productivity increases and… Show more In 2019 OEE Consulting and gobeyond merged to create an exciting new customer experience transformation business. OEE Consulting is a specialist business improvement and transformation firm which helps leading brands improve customer experience and strategic outcomes, through operational excellence.We help our clients dramatically change the way they work to help them refocus their businesses on what is most important. From organisational design to productivity increases and bespoke training solutions, we help embed change to achieve a culture of continuous improvement and excellence.The experience delivered by our organisation ensures lasting results for yours.In 2019 OEE Consulting and gobeyond merged to create an exciting new customer experience transformation business. Show less

Retaining & developing profitable existing business relationships with a defined portfolio, objectives are to grow sales revenue, volumes and profits.

Manage all aspects of Yodel's relationship with a key client/partner Collect+. Review all commercial aspects regularly and set up Operational processes for Client's new business. Provide support & guidance to key client for any major changes affecting them. Deploy & implement changes that impact both Yodel & Client where either Yodel or Client are introducing new systems, products etc.Main point of contact in Yodel regarding Operational matters for Client.Monitor performance for Clients… Show more Manage all aspects of Yodel's relationship with a key client/partner Collect+. Review all commercial aspects regularly and set up Operational processes for Client's new business. Provide support & guidance to key client for any major changes affecting them. Deploy & implement changes that impact both Yodel & Client where either Yodel or Client are introducing new systems, products etc.Main point of contact in Yodel regarding Operational matters for Client.Monitor performance for Clients and audit against key measures to ensure Operation performs to SLAs. Monitor improvement plans for depots who under perform.Review client processes and ensure these are efficient and effective both for Yodel & Client.Ensure that all activities related to client are effective and cost efficient. Show less

Responsible for recruiting, training & managing a network of Home Based, S/E delivery couriers. Ensuring adequate resource is available to deliver Home delivery Volume on the correct parcel network. Planning resource in the network for changes in volume. Also Managing and co-ordinating couriers to deliver mass catalogue mailings.I was involved with DHL@Home (subsequently Yodel Neighbourhood) from the start up which involved deploying a Project plan on several sites to initiate the Home… Show more Responsible for recruiting, training & managing a network of Home Based, S/E delivery couriers. Ensuring adequate resource is available to deliver Home delivery Volume on the correct parcel network. Planning resource in the network for changes in volume. Also Managing and co-ordinating couriers to deliver mass catalogue mailings.I was involved with DHL@Home (subsequently Yodel Neighbourhood) from the start up which involved deploying a Project plan on several sites to initiate the Home Delivery processes and systems. Show less

PM for Integration, Consolidation & Change Projects bringing former SOE & former DHL Sites together. PM for consolidation of 6 sites to 3 in Northern Ireland. Prepared BCAs, Worked within Prince2 framework and achieved Prince2 Foundation qualification.

Multi Site Service Centre Manager responsible for Anglesey, Llandudno and Aberystwyth. Managed Express parcels sites including all aspects of Service performance, Budget, HR, fleet management, site management.

Maintained responsibility for several key clients, retaining responsibilities as Senior Account Manager whilst managing up to 3 other Account Managers.

Maintaining relationships with several Key Clients for the business. From order brief through to finished product I managed clients orders through the complex manufacturing and reprographic process, negotiating key delivery dates for print proofs and finished products where end user was often FMCG clients. Maintained close relationships with manufacturing team to ensure any agreed dates met, keeping clients up to date with any changes.

Processing and administrating orders for Gravure cylinders used in gravure printing process for printing flexible packaging