Solely responsible for the management of a portfolio of Corporate accounts sitting within the Major Accounts arenaResponsible for an account base circa £40mProvide complete ownership of the in life service relationship between Orange and a portfolio of its highest valued customersDeveloping a complex understanding of the RFP process from negotiation through to implementation Unlocking revenue through service improvement in turn reducing debt by 67% Engaging various areas of the business to introduce new products and services into the customers pipelineImplementing specialist in building solutions to customer work spaceEngaging partner companies and suppliers building relationships to grow the customer and connection baseSpecially managing advanced high level escalations through to completion reporting on where necessary alongside delivering complex service improvement plansHelp to deliver the business to business strategy and road map by helping to implement all key change and improvement initiativesBuild sustainable relationships and networks to facilitate best practice across internal & external stakeholdersDelivering and analysing high level management information on a regular basis to the customerEnsuring a Proactive outlook is maintained when often being placed in a reactive environment

Head of Security heading up doorstaff and security teams for VIP, bars/clubs and major events across the UK, maintaining a strong established relationship with local authorities, Police and fire and rescue services. Venues and artists include Tuxedo Princess, Revolution Vodka Bars, Liquid Nightclubs, Evolution Leeds, Baja Beach Club, Flares, Newcastle Pride, Evan Dando, Amelia Lilly, Ferry Corsten, Judge Jules, Westlife, Soccer Six, 2012 Olympics

Responsible for the Real Time performance of 91 teams across 3 sites and 2 brands, using and developing a complex understanding of Workforce Management and Real Time systemsHandling BCP incidents whilst maintaining service levelOptimizing staffing shortfalls and hotspotsImproving working performance and reducing shrinkage to improve overall productivity and work force managementOptimizing budgets and incentives to drive performance and recognitionManaging sickness / absence / AWOLManaging performance and implementing coaching plans based on individual and team requirements using observations and feedback as a base Remaining commercially aware to drive sales performance and market knowledgeCreating a customer centric environment; ensuring we are noticeably easier to do business with by answering within 5 rings, delivering outstanding customer service, not transferring and calling back when requiredImplementing new policies and processes and heading up focus groups and trial teamsReviewed and improved credit process equating in 1.6 Million pounds savingHeaded up the recruitment team within BusinessNominated for Contact Centre Team of the Year 2011

Managing and developing a team of 16 Business Customer AdvisorsManaging sickness from 14% to 1% within 3 monthsInstrumental in increasing SME value add achievement from 60% to 80%Increasing teams contract resign from 43% to 92% within 6 monthsManage own incentive budget Call monitoring and feedback on strengths and development needsManaging service levels across the companyInterviewing and recruiting new employeesDealing with business customer complaintsConducting sickness absence and investigatory meetingsPreparing and delivering group and individual coaching sessions Ensuring excellent customer service and satisfaction and ensuring correct policies and procedures are implemented whilst retaining revenue targetsCommunicating with Key Stake holders around barriers and policy/processesLive the Now to Wow cultureWorking with Target Customer Experience team to improve customer experience and value add

On board safety for up to 515 passengers and crewPerforming pre flight safety briefingsRunning service between the economy, premium and first class cabinsEnsuring all crew adhere to CAA laws and regulationsEnsuring my team provide exceptional service Progressed to working within recruitment and sales training

All aspects of staff training across the companyPreparing training presentations to government standardsMonitoring staff and providing additional training where necessary and ensure they use there initiative to maximize salesDealing with recruitment, disciplinary hearings and dismissalsCutting costs where ever feasible to maximize revenueEnsuring all staff deliver excellent customer serviceWeekly banking, rota's and payrollTill programming Monthly stock takes and stock orders