Responsible for customer experience delivered via central booking department within this progressive Hotel group. Circa 150 FTE across two locations.

Supporting our hotel based sales and reservations teams to deliver exceptional results

Engaged by Dreams to oversee business critical project work. This included the improvement of Store order management capabilities and the preparation of all Customer Service / Back Office processes for a 3rd Party distribution services deployment. Key achievements have included:• Identified key savings opportunities and created project streams dedicated to reduction of operational cost, while also protecting service proposition• Created focus groups for capturing input from all… Show more Engaged by Dreams to oversee business critical project work. This included the improvement of Store order management capabilities and the preparation of all Customer Service / Back Office processes for a 3rd Party distribution services deployment. Key achievements have included:• Identified key savings opportunities and created project streams dedicated to reduction of operational cost, while also protecting service proposition• Created focus groups for capturing input from all operational areas• Defined customer proposition in line with new delivery services• Designed process maps for all Customer Service activities affected by new services• Designed technical and operational solution for managing inbound contacts Show less

Responsible for the definition and implementation of customer experience improvements for this fast-paced bedroom furniture retailer.

Self-employed customer service and call centre consultant. Experienced in running and transforming large customer service functions in high-profile businesses.

Responsible for process and performance improvement across the Vodafone B2B call centre estate (4 locations, 1200 FTE).

Responsible for call centre activities / customer experience delivery at one of the largest office supplies companies in the world. Customer Service organisation for the UK & Ireland consists of approximately 1000 people across 7 sites.

Internal consultant on call centre and e-commerce activities for all operating companies within the Kingfisher group (e.g. Comet, B&Q, Screwfix)

Responsible for customer service strategy and development of call centre operations for dot.com start up

Interim role with responsibility for mobile telecommunications sales centre. Main focus was on injecting a stronger service ethic into a very successful sales team.

Interim role supporting a new Utilities customer during its entry to the marketplace

Responsible for call centre and warehouse operations in UK based operations of US mail order clothing company

Responsible for customer service and call centre operations in high volume inbound call environment

Owned and managed a high fashion clothing retail store.