Operationally responsible for the management of the Consumer Support teams – from enquiry through to product guarantee support. Through development of self service and centralising Knowledge, I have helped drive, and continue to support, the Digital First consumer strategy; reducing consumer effort scores, increasing satisfaction, and reducing low value contact into the Customer Experience team. I help to develop, mentor and coach team leaders resulting in improved performance whilst being able to develop new processes and revenue opportunities, in keeping with the core value of We Think Customer. Key Achievements:• Implemented a new team structure with dedicated product teams to provided expert support for customers.• Established KPI’s through data collection and analyses • Built reporting pack to track performance and share with key stakeholders.• Improved communication throughout the department utilising hybrid working tools within Microsoft 365• Developed customer focused quality standards to ensure we are always putting the customer first• Established SOPs to embed best practice• Implemented FreshDesk to improve digital contact experienceAdditional Responsibilities:• Mental Health First Aider• First Aider• Fire Marshall

Responsible for delivering Instructional Design, Knowledge Management and Communications services across the Global Service Delivery (GSD) business unit via two global teams and numerous communication channels. Key Achievements:• Brought the Instructional Design and Knowledge Management teams together to become the Learning Technologies & Communications Team. • Established a quarterly GSD newsletter.• Took over responsibility for delivery of global compliance training.• Established GSD Communications Strategy.• Implemented new LMS – migrated from ORACLE to Success Factors.• Established a Leadership Development Programme for Team Leaders across the globe. • Supported the set up of a new contact centre in Manila, Philippines.

I am currently the Global Customer Engagement (GCE) Quality and Training Manager at Affinion Group and have responsibility for all GCE training across the International Contact Centres inclusive of UK, US, France, Brazil, Australia, Phillipines, and Germany while also supporting Switzerland, Italy, Spain and the Nordics. I am also responsible for supporting an international travel contact centre that services the APAC region. I currently manage a team of 10 who support the UK and International business in delivering the constant stream of training requirements. Following regular TNA i ensure that the team support and deliver on the following:• Induction Training• Insurance / Leisure / Protection / Wholesale / Retail Product training• Regulatory Training• Client Account Training• Travel Training• Acquisitions Training• New launch training• Systems training• Soft-skill training – telephone skills, voice skills, management skills, sales skills…..• Trainee Competency• Coaching and Mentoring• Development consultancy• Communication expertise• Training ReviewsI also help to support the business in retaining their IiP Gold standard.

Responsible for all training across the International Contact Centres inclusive of UK, France, Brazil, Australia and Germany while also supporting Switzerland, Italy, Spain and the Nordics.I currently manage a team of 7 who support the UK and International business in delivering the constant stream of training requirements. Following regular TNA i ensure that the team support and deliver on the following: - Induction Training - Regulatory Training - Insurance / Leisure / Protection / Wholesale / Retail Product training - Client Account Training - Travel Training - New launch training - Systems training - Soft-skill training – telephone skills, voice skills, management skills, sales skills….. - Trainee Competency - Coaching and Mentoring - Development consultancy - Communication expertise - Training ReviewsI also help to support the business in retaining their IiP Gold standard.

Training Lead on a multi-national project ensuring that all training needs are met as a new CRM system is developed, tested and implemented across the businesses offices and call centres throughout Europe. Responsibilities included regular TNA as the project progressed, creation of all training content, Train the Trainer to all local training teams (some launches occurred in multiple countries concurrently hence regular updates were needed to be delivered across countries at the same time), management of training schedules, regular updates to Project Steering Group, identifying any Risks to the project regarding the TNA and training delivery.

Affinion International is a global affinity marketing company.- Product and process expert to UK and European operations.- End to end project implementation of product, training and eLearning initiatives.- Close client consultation and client reporting throughout project lifecycle, including design responsibilities and the compilation of specific management information.- Planning, development, delivery and evaluation of all new launch, update and induction staff training both classroom and eLearning.- Ongoing support for new and existing products and propositions, including issue management, problem solving, compliance management and quality monitoring.- Experience in planning and delivering client product launches external to the UK - Europe and India.- Managing specific and targeted communications for new launches and refreshes.- Provision of ongoing product, process and system UAT testing throughout a product’s lifecycle.- Instructional Design of eLearning modules to support business growth and development.- Management of company Learning Management System inlcuding support for European sites and development of the Teleo system.ACHIEVEMENTS:- Implementation of numerous major new insurance, protection and leisure based product launches and client service refreshes into UK and European financial markets in the past 5 years. Clients include RBS Group, Lloyds TSB, Santander, Barclaycard, HSBC, American Express, Capital One.- Retail Sales Retention project – increase customer retention in the UK. Received a special recognition award for successful improvement.- Design and Implement product resource centre. (Sharepoint and Excel)- Become an eLearning expert to support the growth of development of the business.- Management of company LMS both in the UK and across Europe.- Nominated for Support Person of the Year for 2010 in annual awards.

Manufacturer and supplier of bespoke windows, doors and conservatories to trade and general public clients- Phoenix of the business from HWC Ltd.- Relocation and construction of new offices and showroom.- Implementing and maintaining all Health & Safety laws and regulations.- Implementing and maintaining regulatory standards regarding employees.- Budget / Finance planning and control.- Staff Recruitment including interview and task demonstration.- Staff Management including appraisals, return to work and disciplinary action. - Manage Client / Supplier relationships.- Strive to achieve ISO 9001:2000 certification.- Ensure all products meet the set quality standard required for 10 year guarantee.- Design and implement new product streams to increase turn over and profitability.- Ensure products are manufactured and delivered to clients within agreed timescales.- Ensure staff are multi-skilled to support all areas of the business.