Major Responsibilities;Managed people responsibility overall for >50 FTE as well as oversaw service delivery of all processes from quote to order along with each ancillary service provided to a portfolio of key customers identified as strategic partnerships. Reported directly to UK Board whilst serving as key member in LeasePlan's extended leadership team (ELT) and monitored ultimate resolution and root cause analysis of customer escalations. Ensured regular attendance at daily UK Board meetings, on behalf of CS director whilst acting as an integral part of Commercial team and joined client account reviews to discuss operational and strategic topics.Key Deliverables;• Achieved continuous improvement by driving tangible process efficiencies and behaviour changes.• Enhanced customer and employee engagement scores by devising and implementing action plans.• Gained efficiency of 1FTE through full re-implementation of flagship customer processes for across multiple customers.• Optimised and re-launched customer service recruitment and onboarding process.• Formally recognised as 'LeasePlan leader of year' in December 2019; delivered great customer service in a fast-paced environment and ever-changing industries by managing team of managers and direct reports.

Led office-based client development team and served as part of senior management team within Commercial division. Monitored onboarding of international clients for UK-led deals as well as acted as Commercial lead for 'CLS' (Global programme to transition from legacy systems). Executed as member of change approval committee, led by Director of Customer Services whilst leading sponsorship of service recovery projects for customers in a flight-risk situation.Key Deliverables;• Facilitated LeasePlan's sales process by joining key prospect meetings• Supported new customer launches by controlling business readiness within LeasePlan.• Received high-performance mindset award for 'Excellent' presented by Managing Director in 2018.• Promoted from Account Director to Head of Implementation and reported directly to Corporate Sales Director.• Increased scores in tender responses by two points through implementing project management accreditation for all members of implementation.

Managed implementation plans, risk logs and project status reports and introduced MSP project methodology into implementation process. Directed high performing team of implementation managers and implementation executives as well as collaborated closely with LeasePlan International to implement global deals with LeasePlan's corporate customers.Key Deliverables;• Recognised by LeasePlan's Brand Director as a critical member of team.• Enabled business growth in corporate and public sector markets by leading delivery of effective implementation strategy.• Assisted customers in launching an equitable scheme to drive maximum take up from employees whilst designing and spearheading complex salary sacrifice car schemes for both new and existing customers.• Nominated for LeasePlan Leader of Year Award in December 2014; won LeasePlan's largest corporate client and recognised by LeasePlan's Brand Director as critical member of team.Additional ExperienceProject Lead / Service Team Manager / Quality Assurance Assessor / Member Service Adviser / Admin Assistant, British United Provident Association (Bupa) Chertsey Lane, Staines upon Thames, UKAdmin Assistant, Runnymede Council Offices High Street, Addlestone, SurreyCentral Accounts Clerk, British United Provident Association (BUPA) Chertsey Lane, Staines