I provide social media management, consultancy and training services to Direct Selling organisations and independent distributors. Having worked for global Direct Selling companies for 15 years, I have a thorough understanding of the sector. This experience, combined with my social media expertise, means I can add huge value to any organisation or individual in the Direct Selling industry, wanting to use social media as a business growth channel.Services I Provide:* Social Media Consultancy* Social Media Management* Social Media Training* Content Creation* Video Production* Event VideographyCorporate Clients Include:* The Direct Selling Association UK* The Direct Selling Association Ireland* ASEA* Mary Kay* Usborne Books At Home* Amway UK & Ireland* Amway Belgium* Amway Denmark* Amway Finland* Amway Netherlands* Amway Norway* Amway Sweden

I provided leadership to office-based and retail teams. I developed sales and marketing strategies for the UK and Ireland and assumed budget, sales and profitability responsibility for the Sales Support Team and London Retail Experience Centre.I partnered with Distributor Leaders to support growth in their businesses, hosting and presenting at Distributor and Employee events and meetings. I was also the key point of contact for the UK and Ireland on European / Global sales initiatives and projects, including the centralisation of local business functions across Europe.I had accountability for the following areas:- Distributor Communication- Social Media (quadrupling the social media following in my time with the company)- Distributor qualification and bonus approval- Distributor account investigations- Local Marketing & PR (for 8 European Markets)- Local sales support materials production, sourcing and distribution- Local promotions and incentives (contributing over 11% of total sales)- UK & Ireland Distributor seminars and meetings- Account Manager support- Sales and business performance reporting- Local point of contact for Shared Service Centre functions- AdministrationIn addition, I managed the London Retail Experience Centre, to deliver:- Retailing of products (contributing 30% of total sales)- Hosting of Distributor meetings and events- Flagship physical presence centre of Amway in the UK

Responsible for UK & Ireland Sales Support functions including Customer Service, Communications, Social Media, Bonus & Incentives and Local Promotions & Marketing.

I was responsible for ensuring the flawless execution of sales campaigns for Avon UK, working in alignment with Marketing and Sales teams. My responsibilities included:* Leading specialist teams in the translation of Marketing and Sales initiatives and the development and implementation of business rules to realise these* Leading the operational team responsible for the processing of Representative orders received on paper* Leading the on-going strategy to migrate Representatives from traditional ordering channels to digital solutions* Leading a review of customer contact channels to enhance customer experience and leverage technology* Providing SME and business consultation of key UK based projects and initiatives* Actively contributing to the growth agenda of Avon UK through working cross-functionally at Senior Management and Leadership Team level on business initiatives* Being a member of the Avon UK Operating Council, in which all business functions discuss prospective business developments, Marketing and Sales strategies and process improvement opportunities* Leading UK service recovery incidents to ensure issues are resolved swiftly and learnings are documented

I was responsible for the on-going design and implementation of Avon UK’s Customer Experience strategy, delivering consistently high operational performance and incremental sales growth through both inbound and outbound channels. My responsibilities included:* Providing leadership to Contact Centre teams based in the UK and India* Ensuring achievement of operational KPIs and increase of customer satisfaction levels* Implementation of a structural review resulting in both operational efficiencies and cost savings* Translating Avon’s organisation priorities in to strategic and tactical objectives for the Contact Centre, ensuring all Associates understand how they are contributing to the “bigger picture”* The on-going design and implementation of a Customer Experience strategy* Fostering a continuous improvement mentality* Expanding the scope of the outbound function to deliver both incremental sales growth and increased customer retention* Raising the profile of Associate Engagement* Delivering targeted cost savings against annual departmental budget

I was responsible for the regeneration of Avon UK’s Contact Centre planning function, overhauling forecasting, scheduling, and reporting processes to deliver operational performance improvements. My specific responsibilities were as follows:* Redesign of all resource planning processes* Development of new KPIs and operational performance measures* Leading the operational transition of Contact Centre elements to outsource partner in Mumbai, India* Development of a learning and development plan for Associates* Introduction of “value-added” management information reports* Recruitment co-ordination and headcount budget responsibility* Supporting operational Team Leaders through provision of improved absence tracking* Acting in a SME capacity to support operational Managers and Team Leaders* Building open communication with other departments such as Marketing and Sales

I provided operational guidance to local operations teams in five contact centres throughout the UK. My responsibilities encompassed:* Delivery of forecasts for all baseline and campaign call activity for sales and service teams* Network scheduling for the Team Manager and Advisor population of the channel (circa. 1000 FTE)* Management of the network advisor recruitment process* Design and implementation of Advisor working arrangements with a view to realising work-life balance benefits for advisors, increased efficiencies in meeting call demand and supporting an increased generation of sales opportunities* On-going review and revision of planning processes* Successfully implementing Genesys workforce management tool in to the business* Line management of remote resource planning Managers and Assistants