Urban Fantasy, Horror and Suspense writer. Author of Hope's End and The Chronicles of Marco the Zombie.Friend to squirrels and trash-pandas alike.

Quality Compliance Systems (QCS) is committed to helping everyone who cares to do a great job by providing the software they need to be outstanding providers of care. Joining QCS is an opportunity to be part of an organisation that values our people as our greatest asset and is a respected innovator in the Care sector.If you share our values – ‘Do the Right Thing’, ‘Make it Better’, ‘Play for the Team’ and ‘Get it Done’ – then we would love for you to consider QCS for your next career… Show more Quality Compliance Systems (QCS) is committed to helping everyone who cares to do a great job by providing the software they need to be outstanding providers of care. Joining QCS is an opportunity to be part of an organisation that values our people as our greatest asset and is a respected innovator in the Care sector.If you share our values – ‘Do the Right Thing’, ‘Make it Better’, ‘Play for the Team’ and ‘Get it Done’ – then we would love for you to consider QCS for your next career move.At QCS we are advocates of hybrid working, understanding life happens outside of work. Working from home and flexibility of hours is a normal part of our Everyday Flex working style. Our people visit the QCS Hub in Stockley Park UB11 once per calendar month. The rest of the year, we work where we work best.We all enjoy 29+ days annual leave, get spoiled by the benefits and treats in Perkbox and enjoy the lifestyle that comes with an Everyday Flex working style. We are well supported to ensure we have the tools and training we need to be successful. Show less

Discount Heating t/a Home OutletWe make a point to provide our customers with the best products, simple online shopping experience, and top notch personal service. Built on over 10 years of online retail experience, we are focused on providing the best in online security and privacy, offering a safe and secure method to place orders for your home improvement from the comfort of your home. With knowledgeable staff specially trained to provide the best possible service, we are… Show more Discount Heating t/a Home OutletWe make a point to provide our customers with the best products, simple online shopping experience, and top notch personal service. Built on over 10 years of online retail experience, we are focused on providing the best in online security and privacy, offering a safe and secure method to place orders for your home improvement from the comfort of your home. With knowledgeable staff specially trained to provide the best possible service, we are determined to help you ensure that you have everything you need for your plumbing project.My involvement: -Successfully manage all aspects of a thriving internet based business, achieving all KPI’s. -Manage the transition of relocating the business and merging with sister company as to have minimal effect on the customer experience, sales and productivity. -Develop and support managers to deliver better service and results through sharing best practice and experience.-I re-wrote DH processes not only enabling the sister company to train new staff effectively but also to streamline company procedures in order to be able to deliver better service in a more efficient and timely manner. Show less

Privately Held; 2,000-3,000 employees; Insurance industryAugust 2011 – October 2012• Management of individual teams as well as doubling as operations manager and stand-in for both Inbound Retention Sales Manager and Department Head. Successfully driving department performance in their absence. - Reduced ACW within Inbound by 3%.- Decreased call abandon rate from 4.5% to 2%.- Increased conversion from 43% to 48% and sales from 45% to target to 100% to target.

- Management of teams focused on sales through service, responsible for driving / achieving retention targets, customer satisfaction levels, reporting problematic service issues to improve customer journey. - Drive team and individual improvements via targeted coaching aimed at overcoming weaknesses and building on strengths- Mentor/assist new Team Managers on processes, best practice, etc- Improved sales within first year from 12k target to 25k actual. - Instrumental to the… Show more - Management of teams focused on sales through service, responsible for driving / achieving retention targets, customer satisfaction levels, reporting problematic service issues to improve customer journey. - Drive team and individual improvements via targeted coaching aimed at overcoming weaknesses and building on strengths- Mentor/assist new Team Managers on processes, best practice, etc- Improved sales within first year from 12k target to 25k actual. - Instrumental to the growth and success of the Customer Satisfaction Team – taking a team from 8 members who were making a loss to a team of over 40 who generate a substantial profit for the business Show less

• Management of sales driven teams in a heavily targeted environment. - Drive individual and team sales performance to exceed all KPIs- Develop and maintain reporting systems to identify sales trends, areas of improvement and campaign issues- Statistical analysis and report development for weekly departmental reviews- Increased sales per team managed by average 20% - also best performing team 2002/assist new Team Managers on processes, best practice, etc

• Part of a two man team to launch a non-existent business venture within set deadlines, involved in every aspect of the business development, and key to the success of the company. - Successfully securing and establishing business rates with Recruitment Agencies and Suppliers, essential to the launch of Home Service USA- Recruiting, training and developing Supervisors and Agents in a timely fashion to meet tight deadlines whilst instilling values of excellent customer service… Show more • Part of a two man team to launch a non-existent business venture within set deadlines, involved in every aspect of the business development, and key to the success of the company. - Successfully securing and establishing business rates with Recruitment Agencies and Suppliers, essential to the launch of Home Service USA- Recruiting, training and developing Supervisors and Agents in a timely fashion to meet tight deadlines whilst instilling values of excellent customer service and high sales performance. - Development of procedures for all areas of the business that not only mirrored values from Homeserve GB but also took into account local laws and work - Worked closely with all Homeserve UK departments up to Director level to ensure smooth transition from development to live launch Show less

Private company; 10 employees; surge protection and uninterrupted power-supply company.- Working in close conjunction with key client representatives to develop marketing strategies and point-of-sale materials on behalf of retail partners - Negotiating and securing R12,000 in business development revenue and playing a key role in increasing monthly revenue from R50,000 to R100,000- Responsible for launch of new product range (Strike Stop) exceeding sales expectations in first year.

Private company; 300+ employees, health and fitness centres. • Manage teams of 10 – 15 Sales Representatives to ensure branch targets are achieved. - Set monthly targets and drive performance through coaching, incentives and careful monitoring to ensure those targets were achieved. - Resolve customer complaints, queries and generally ensure good customer satisfaction. - Exceeded sales target by 15-20%.-