Working in the Business & Technology Compliance Office for India Operations with focus on Data Localization compliance and regulations,

Joined a well established team as a proven leader with responsibilities including;• Management of multiple teams to create a single point of customer contact• Development of well-established teams to create a centre of excellence• End to end process review to ensure efficiency whilst delivering the highest of customer satisfaction• Stakeholder and customer management• Discover and build both new and organic growth opportunities• Engagement with internal and external… Show more Joined a well established team as a proven leader with responsibilities including;• Management of multiple teams to create a single point of customer contact• Development of well-established teams to create a centre of excellence• End to end process review to ensure efficiency whilst delivering the highest of customer satisfaction• Stakeholder and customer management• Discover and build both new and organic growth opportunities• Engagement with internal and external stakeholdersCurrent teams include; Internal&External facing Service Desk (SDI 4 star accredited), Incident Management (Following ITiL Framework), ATM Managed Service Desk (SDI 3 star accredited) and Customer&Operational Reporting Show less

Recruited to redesign and launch the remote Customer Service Team into a Contact Centre delivering world class service and achieving sales through service moving from a Cost Centre to a Profit Centre;• Develop and improve key performance indicators and behaviors in line with GO’s customer service strategic goals• Lead and manage the delivery of services within the Customer Support Team, driving service improvements and maximizing efficiencies • Establish improved Contact Centre… Show more Recruited to redesign and launch the remote Customer Service Team into a Contact Centre delivering world class service and achieving sales through service moving from a Cost Centre to a Profit Centre;• Develop and improve key performance indicators and behaviors in line with GO’s customer service strategic goals• Lead and manage the delivery of services within the Customer Support Team, driving service improvements and maximizing efficiencies • Establish improved Contact Centre technology from call and email management to include integration of Web functions and social media• Establish improved data and MI reporting• Support the delivery of Customer Excellence across the business• Drive cost effective operating procedures to maximize productivity and performance through initiatives such as Sales through Service and enhancing the customer journey Show less

Main responsibilities in this role have included;• Operationally and commercially responsible for BAU operations in a 24/7 Centre of Excellence for outsourced contact centre and helpdesk services employing C.125 FTE.• Provision of tailored customer experience solutions across wide customer/client portfolio• Delivery of maintenance and engineering works through a mobile workforce• Management of FM services including Health and Safety in the workplace• Project management and… Show more Main responsibilities in this role have included;• Operationally and commercially responsible for BAU operations in a 24/7 Centre of Excellence for outsourced contact centre and helpdesk services employing C.125 FTE.• Provision of tailored customer experience solutions across wide customer/client portfolio• Delivery of maintenance and engineering works through a mobile workforce• Management of FM services including Health and Safety in the workplace• Project management and mobilization work stream lead of variable sized projects and contracts• Service improvements, looking for innovative ways to find efficiencies for our customers to generate lean, productive service solutions• 3rd line management/leadership ensuring all performance management is consistently provided across the business unit• Seek and identify new business opportunities and develop existing work for new and organic growth including creation of bids and proposals• Design and implementation of new structures for business area • Implementation of standardized and bespoke MI reporting and analysis toolsKey achievements included; • 13% reduction in sickness absence across the business unit through a number of initiatives• 5% reduction in attrition through employee engagement activities• +20 points improved NPS score through refreshed approach to customer satisfaction measures and through enhanced service delivery.• Introduction of several cost saving measures through a new resource and forecasting tool• C.£300k savings through redesigned operational structures through functional reviews• Delivery of cost savings through a number of initiatives• Short term project to find and implement improvements to helpdesk services in Oman, UAE Show less

Main responsibilities in this role have included;• 2nd line management of teams including a number of full time team leaders • Managing multiple client relationships.• Delivering a first class service to and above the expectations of the client.• 24 hour operational responsibilities including BCP management. • Contribute to the management of supplier performance• Work winning and business development• Mobilization of new contracts and services• Negotiating new… Show more Main responsibilities in this role have included;• 2nd line management of teams including a number of full time team leaders • Managing multiple client relationships.• Delivering a first class service to and above the expectations of the client.• 24 hour operational responsibilities including BCP management. • Contribute to the management of supplier performance• Work winning and business development• Mobilization of new contracts and services• Negotiating new services• Maintaining and programming of telecoms systems throughout Carillion FM buildings• Consultation of helpdesk services to other business areas.• Working closely with FM operational Teams • Partaking in FM operational SMT Meetings.• Business unit Health and Safety focal point responsibility.This role within Carillion has been actively developing new business particularly from within Carillion Health contracts. This has allowed me to build and develop project management and commercial skills with responsibility for negotiating new services, commercial pricing and business improvements. Work that I have been engaged in include, process improvements, contract reviews, negotiating new services mobilizing of services and contracts and operational management. Show less

Main responsibilities in this role have included;* The provision and delivery of training across a 150 FTE business * Providing training solutions to varying business groups within Carillon. * Managing Training budgets, pricing for external training delivery * Managing expectations of internal and external customers. * I was also responsible for the design of new material to be trained out to therequirements of the business.

Following acquisition from T-Mobile to TSCMain responsibilities in this role have included;* Responsible for 14 Trainers and delivery of 12 consecutively running training courses* Ensure that sufficient resource was available from staff to training tools andmaterials.* Ensure correct and current procedures were maintained, trained and adhered to. * Responsible for the design of new material to be trained out to the requirements of thebusiness.

TDMS Team (Technical, Data, Multimedia Support)Main responsibilities in this role have included;* Working as part of a team of technical support advisors* Use multiple bespoke mobile network systems and tools* Diagnose faults and provide a fix. * Effectively communicate with customers and peers to resolve faults and train staff onnew technical services * Maintaining a current detailed knowledge of mobile technology