An experienced and passionate Service Improvement & Knowledge Management Consultant with success in facilitating positive change and improved customer experience. Skilled in business and creative writing, able to translate technical & business knowledge into simple, clear content for impactful communication that is tailored to the audience and meets policy & branding requirements. Self-starting with a solid continuous improvement focus, possessing a comprehensive grasp of knowledge management principles.A highly adaptable professional, proficient in customer journey mapping, with demonstrated achievements in delivering complex projects, as well as sustainable & integrated quality solutions. Proactive, tech savvy with a strong client focus, offering exceptional analytical thinking skills and a natural flair in complex problem solving. Ability to nurture strong professional relationships with stakeholders and engender collaboration to drive positive, fit-for-purpose business outcomes.In recent years, I have led projects aimed at building and supporting a superior contact centre across multiple locations in Shared Services. I have also created efficiencies through streamlining and automation for the People Services business, and improved the customer experience. I continually seek to learn and evolve to better identify and deliver improved solutions that enhance the employee and customer experience. I'm PRINCE2P & LSS Yellow Belt certified, and believe my HR and process improvement background, as well as my personal work ethic and history of generating results, will be instrumental in delivering successful outcomes. Relevant systems in Microsoft 365: MS Teams, OneNote 2013, Visio 2016, Project 2013, Excel 2013, PowerPoint 2013, SharePoint, Forms, MS Stream, Confluence, Jira, ServiceNow.