Key responsibilities include:• Accountable for 7 contact centres across 7 countries, processing c8 million contacts per year• Delivered through multi channels, self-serve, voice, email, webchat & chatbots• Operational footprint of c1k FTE• Total operational budget accountability of £33m, driving YoY productivity saving• Ownership for operations & strategy across 3 lines of business – consumer, suppliers & colleagues

Key responsibilities included:• Lead c190 FTE onshore & c450 FTE through a 3rd party (Alorica located in Manila) to deliver front line multi channelled customer services• Driving a single branded customer service proposition available 24*7• Total budget accountability of £12m, driving YoY productivity saving• Managing >6 million customer contacts per annum across a multi channelled platform• Accountable for annualised spend of £2.3m goodwill to customers• Accountable… Show more Key responsibilities included:• Lead c190 FTE onshore & c450 FTE through a 3rd party (Alorica located in Manila) to deliver front line multi channelled customer services• Driving a single branded customer service proposition available 24*7• Total budget accountability of £12m, driving YoY productivity saving• Managing >6 million customer contacts per annum across a multi channelled platform• Accountable for annualised spend of £2.3m goodwill to customers• Accountable for FCPA compliance in relation to all customer goodwill given to customers • Ownership and development of the customer service operating model to drive increased customer loyalty and satisfaction• Develop and own a continuous business improvement programme of change activity focused on customer and people experience within the contact centre operations• Own all customer contact 3rd party relationships • Ownership of all customer experience impacting key performance indicators across all customer contact channels (phone, email & chat) – specifically customer satisfaction Show less

• Delivered a customer centric digitally focused ‘How to Claim’ app for Health customers to guide them at the beginning of the claim journey – end to end delivery 6 months (website version available here; http://www.aviva.co.uk/existing-customers/my-health-claim/) • Owned the overall business delivery of a £12m margin improvement activity year on year 2012 to 2013, against a plan of £5m – covering operations, customer experience, procurement and propositions• Delivered a further £4m… Show more • Delivered a customer centric digitally focused ‘How to Claim’ app for Health customers to guide them at the beginning of the claim journey – end to end delivery 6 months (website version available here; http://www.aviva.co.uk/existing-customers/my-health-claim/) • Owned the overall business delivery of a £12m margin improvement activity year on year 2012 to 2013, against a plan of £5m – covering operations, customer experience, procurement and propositions• Delivered a further £4m margin improvement programme focusing on customer experience through data analytics and 3rd party relationship management • Delivered a customer centric out of hours claims service offering to UK Health customers through a 3rd party supplier – end to end delivery within 6 months• Delivered a revised people pay progression framework within customer operations for customer facing business areas – end to end delivery within 4 months• Requested to be lead speaker on digital developments at a people leader conference Show less

• Improved customer satisfaction metric for Amazon Customer Services Europe year on year by 10%, improvement evident across every marketplace and language • Grew the European Customer Services Quality and Training team by 74%, from 9 to 35 heads for all languages across 9 sites• Delivered a standardised customer quality processes across Europe, including a revised mechanism for measuring customer experience and effort• Delivered a standardised modularised new hire training programme… Show more • Improved customer satisfaction metric for Amazon Customer Services Europe year on year by 10%, improvement evident across every marketplace and language • Grew the European Customer Services Quality and Training team by 74%, from 9 to 35 heads for all languages across 9 sites• Delivered a standardised customer quality processes across Europe, including a revised mechanism for measuring customer experience and effort• Delivered a standardised modularised new hire training programme across Europe• Strongest team engagement in the annual Customer Service employee engagement survey Show less

• Delivered a customer feedback tool across 5 brands (c2k people), which increased volume of customer feedback from 1k to 10k per week, on budget and within 6 months• Implemented a performance management framework to determine advisor bonus, measure performance and deliver a customer centric culture• Improved Net Promoter Score from -31 to +1 for Talk Talk and from -37 to -8 in AOL, both over a 4 month period (customer recommendation indicator) • Improved First Time Fix from c30% to… Show more • Delivered a customer feedback tool across 5 brands (c2k people), which increased volume of customer feedback from 1k to 10k per week, on budget and within 6 months• Implemented a performance management framework to determine advisor bonus, measure performance and deliver a customer centric culture• Improved Net Promoter Score from -31 to +1 for Talk Talk and from -37 to -8 in AOL, both over a 4 month period (customer recommendation indicator) • Improved First Time Fix from c30% to c70% in 4 months for the technical resolution business• First Contact Resolution, Contact Resolution and Customer Satisfaction improvement of c10% average across all contact types, within 6 months Show less

• Commercialised Local Business telephony operation from a cost to profit centre within 6 months• Implemented a 24/7 telephone operation for Premier Clients, within 1 month & expanded to cover 3 core telephony functions• Implemented a lean value stream across Premier Telephone Banking which in the first year delivered:o 28% sales growth & 27% income growtho Consistent delivery of 90% first touch complaint resolutiono 5% uplift in employee engagement• Delivered a new… Show more • Commercialised Local Business telephony operation from a cost to profit centre within 6 months• Implemented a 24/7 telephone operation for Premier Clients, within 1 month & expanded to cover 3 core telephony functions• Implemented a lean value stream across Premier Telephone Banking which in the first year delivered:o 28% sales growth & 27% income growtho Consistent delivery of 90% first touch complaint resolutiono 5% uplift in employee engagement• Delivered a new regulated telephony based direct sales investment team within 5 months, c50 FTE• Migrated work from 15 Service Centres to 2 Contact Centres – increasing call handling by c100k calls per month in the contact centres• Achieved personal recognition through group wide awards in 2007 & 2008 Show less

• Asked to lead the implementation of a new acquisition strategy• Asked to take an operational leadership role• Leadership of a 100 seat strong outbound telephony operation• Secured career progression programme for the contact centre• Implemented and managed a performance management/annual bonus scheme platform • Delivered sales per inbound telephone representative up 23%, 178% ahead of plan• Delivered sales per outbound telephone representative up 28%, 122% ahead… Show more • Asked to lead the implementation of a new acquisition strategy• Asked to take an operational leadership role• Leadership of a 100 seat strong outbound telephony operation• Secured career progression programme for the contact centre• Implemented and managed a performance management/annual bonus scheme platform • Delivered sales per inbound telephone representative up 23%, 178% ahead of plan• Delivered sales per outbound telephone representative up 28%, 122% ahead of plan• Represented first direct at the first global talent performance programme• Increased permission based marketing data usage from 15% to 30% in 12 months• Drove sales increase from 1.8% to 2.3%, generating a 9% uplift in customer revenue• Increased integrated e sales contribution from 8% to 23% over a 3 year period• Improved customer dormancy from 8.7% to 6.2% over a 29 month period Show less

Commercial graduate training programme, encountering roles within both the Energy and Aerospace businesses.