Managing 2 billing teams, my department was responsible for billing around 200 million each month, and included 28 FTE. I would work with my teams to set objectives and KPI's to manage and improve performance. I would structure resource to ensure we met our targets delivering bills on time and improving quality of billing. Also, resolve customer billing escalations. I was also responsible for managing the credit budget of around 6 million per year. Also, involved in setting agenda's for all hands calls and presenting to over 100 people.

This is a 30 month program to develop the skills needed to become an effective revenue operations manager; This role includes rotations in team management, project management, finance, risk and fraud, root cause analysis and operations management. Also have led some business change for improvement gaining Lean Six Sigma Yellow belt accreditation.Within my team management role, I led a team of 8 people, responsible for managing over 50 processes. I was responsible for coaching, 1-2-1’s Managing high levels of sickness and absence, recruitment. Also, I had noticed the team dynamic was fractured (as this was formerly 2 separate teams) I presented my vision for the team to senior leadership resulting in re-branding the team and crating a mission statement. Also simplified and reduced processes to streamline the work (using DMAIC structure). Also, Managed the transition from homeworking to hybrid working.Within my project management role, I was part of a team of lean six sigma black belts responsible for using continuous improvement methodologies to discover what was causing for some of the issues facing our delivery teams amid reports of lead times and poor communication. This involved lots of data analysis and engaging with various teams to understand, problems from a customer perspective, problems from a business process perspective and problems from a people perspective. This helped us deliver a comprehensive diagnosis of the issues apparent in the area using data led discovery and verbatim comments from various teams and customers.Within my finance role, I was responsible for looking reducing business risk by managing old PO’s and projects that would need to be closed. During this period, I was able to help close down £3 million worth of open projects which meant these investments could be changed into assets on our balance sheet. Also helped close down over 2000 PO’s that weren’t needed releasing 200k back into the business.

Working with call centre staff across several departments; both inbound and outbound to improve the KPI's, This involved having coaching style conversations to help the individual see areas that could be improved changes and help them to shape there own tailored plan around how to improve. In 9 months I drove improvements that created an annualized benefit of over £150k through increased retention of customers and additional sales though having better conversations.

Serving customers that are wanting to cancel, leading them through problem resolution and contract re-sign. Call centre environment, targeted on sales, retention rate, VOC, AHT, wrap, FTR.

Telesales role, involved managing BT accounts for SME’s in the Manchester area. Up-selling and cross-selling a range of solutions online or via telephone, including; phone lines, telephone systems, broadband, and mobile products. Performance monitored through weekly and monthly targets. The number of calls connected and customer talk-time were observed daily to monitor employee activity. This proved I was very hard working.Contacting customers and using bespoke software to create tailored e-marketing brochures. This was an intense sales environment and illustrates the ability to perform under pressure and meet targets. The role was centred around making contact with new customers, generating leads and closing sales. This role also relied heavily on the use of several CRM systems, this was something that needed to be picked up quickly to manage customer interactions and to obtain customer information .This requires excellent communication skills and a high level of organisation to close sales and meet targets.

Provide catering, hospitality and first class customer service at prestigious events and private functions at establishments such as The Hilton Hotel, The Bridgewater Hall and The Midland Hotel.

This role involved selling ADT alarm systems door to door, this included intensive training mornings and evenings. I also would set weekly and daily targets and use theories such as; 'The Law Of Averages', 'The 5 Steps To A Conversation', 'The 8 Great Working Habits', 'See Factors', Green Light Theory', and 'Impulse Factors' to control situations and raise impulsiveness to make sales. This was a fast track management scheme, I was promoted to account manager and conducted interviews, and training new starts and building a sales team.

I provide affordable consultancy with a group of graduates for small struggling businesses, to provide marketing advice and ideas to help the business succeed as a voluntary micro-placement.

Help with visual merchandising, load and unload goods, serve customers, and check stock on a voluntary basis

Serve customers, clean tables, take orders, cook breakfast dishes, make coffee, general cleaning.