I led a number of change management projects, helping improve client operations at Spektrix.I was project lead for the implementation and go-live of the Spektrix system at London's Barbican centre. This included on-boarding Spektrix's largest client and making major infrastructure changes in the background to service Europe's largest multi arts-centre. Joining the project less than three months prior to go-live, I oversaw the smooth running of this major implementation, managed key stakeholder relationships and organised training for over 120 Barbican staff on the new system. The go-live took place as scheduled and the following month the Barbican successfully launched their classical music season. In their words the process was, "exceptionally smooth and well managed by the team at Spektrix". I led on the procurement of a new telephony system for Spektrix to service their everyday business needs as well as meet the challenge of their expanding support function. The system had to cover varied user requirements and geographical locations including offices in London, Manchester and New York and a number of remote workers in the UK, US and rest of the EU. I led on Customer Experience and procured a client feedback platform to measure NPS/CSAT. This system linked with Zendesk and Salesforce to help Spektrix build a comprehensive picture of client sentiment. I also organised advanced communications training for Spektrix's Support and Training Consultants and devised a programme for the team to take ownership of this work and embed their new skills.

I led ticketing and membership operations at Tate Modern and Tate Britain. Annually, my team of 100 welcomed 7M visitors, sold 1.8M paid visits, 40K new memberships and processed £30M of Tate’s overall income.I owned the relationship between Tate and all its ticketing related suppliers. I negotiated new contracts with PayPal and WorldPay while maintaining the relationship with Vivaticket and other suppliers.I was Ticketing Product Owner during the online sales transformation using Salesforce Commerce Cloud linked to ticket and retail inventory management systems. This award-winning, 3-year project updated online membership and ticket sales to provide a significantly improved UX, introduced eticketing and allows tickets, membership and retail items to be bought in a single transaction without time-consuming backend processes.I led on membership sales increasing Tate membership from 105K to 145K in three years. The introduction of various initiatives saw improvements in a number of related KPIs. Overall conversion (all sales channels) increasing from 3% to 5% and in-person conversion from 2% to 4%, while direct debit sign up rose from 50% to 63%.

I managed the box office operations at Europe’s largest multi-arts centre, which included 8 regular venues including a 2000 seat concert hall, 2 theatres, 3 cinemas and 2 art galleries. I ensured the box office team provided an outstanding customer experience that maximised revenue, increased attendance and built strong relations with a range of stakeholders such as the RSC, Opera North, LSO, BBC etc.I developed and implemented a ticket-pricing model for classical music & theatre using variable pricing. This increased revenue by 22% for theatre and 30% for classical music. As part of this work, I created a sales analysis tool to inform pricing & yield management decisions, provide better reporting and optimise revenue generation.I designed a new customer service model based on emotional intelligence. It gave the staff tools to feel confident, build rapport, welcome customers and deal effectively with challenging situations. I recruited and trained a team to deliver the training to all front facing staff.

Delivering soft skills communications training with a particular focus on Presentation Skills and Customer Service.

Working for 11 years as an Opera Singer and stage performer has given me outstanding Presentation Skills and a deep knowledge on the importance of the voice and breathing in Public Speaking. It also gave me a significant understanding of group dynamics having performed and held workshops in settings as diverse as schools in the UK and Germany, community centres, stately homes and a prison.