A highly driven Change Delivery Manager passionate about developing others and driving excellence across Customer Management Centres. Transferable skills and a background in operations and change spanning the past 14 years. Working across both operational and support functions has shaped a dynamic, business and customer centric mindset. Proven success driving and supporting a continuous improvement culture whilst delivering brand led change to an excellent standard.

Manage and deliver brand led change for the customer management centre, strong stakeholder management, driving positive change and reducing customer effort whilst delivering key strategic objectives. Responsible for leading brand led change across Habitat and Argos influencing up stream activity, acting as the voice of the CMC strategy into the brand and managing the pipeline of change activity into the CMC.

Lead a Recovery Team, providing support to the Habitat Operation, driving customer satisfaction results and improving the customer journey. Working with external service providers and internal brand specific teams in identifying and resolving recovery issues, providing resolution and communicating root cause. Working closely with the Service Delivery Manager and Continuous improvement teams i ensured that new initiatives where actively managed from discovery phase through to UAT and delivery.

Working as part of the Recovery team, i specialised with the Habitat brand and was responsible for supporting the IT Incident Management Team in large scale customer issues, systemic failures and new initiatives to support the customer experience. I used customer and business insight to highlight process and procedural waste, adding benefit and reducing costs.

As a Resolutions Manager I was responsible for taking ownership of customers who felt that they were let down in the service that they received. The team I worked in was the last point of contact before queries went to Managing Director level.