Co Managing Director at the leading supplier of electronic medical record systems for eye care.Medisoft is by far and away the UK’s leading supplier and our products are also used in hospitals across Ireland, Germany, Austria, Switzerland and France.Our systems provide instant access to patient records from any location, allowing clinicians to deliver better, safer and more efficient care. Over 180 hospitals have chosen Medisoft to enable paperless working and the rapid audit of clinical outcomes, enabling worldwide clinical studies and the publication of many research papers.As a Board Director and Co Managing Director I have full P&L responsibility and additionally: Operations Director responsibilities: - Customer and Technical Support - Implementation, delivery and project management - Technical deployment and solutions - Infrastructure and IT management - Training and learning - Business improvement and standardsCommercial Director responsibilities: - Sales - Contracts, product pricing, tenders and frameworks - Marketing - Market analysis and international distributor managementHuman ResourcesLegal and standards - Information governance and data protection - Information and cyber security - Quality management - Facilities management - H&S Achievements:Turn around: lead business through investment growth phase back to profitYear on year revenue growth over sustained periodScaled business areas by 300% whilst improving quality of deliveryDelivered product and ops models to new territories in continental Europe resulting in several major hospitals across the continent becoming 'reference sites'.Transformed operations, improving backlogs and turnaround by 280%

Non-executive Director for a charity focussed on supporting people affected by substance misuse.

A healthcare IT provider – market leader in Primary Care and 3rd in Community, Child and Mental Health. EMIS Web is present in 55% of GP surgeries and over 150 other healthcare organisations across the UK. EMIS Health’s vision is to join up healthcare in order to support longer, healthier lives. Reporting to the MD as part of the Senior Management Team, my responsibilities includedCustomer and Technical SupportSoftware Development and TestingSolutions and Enterprise ArchitectureCustomer FulfillmentService Relationship ManagementOnline training and support - Digital ContentProblem ManagementHigh Level EscalationBusiness ImprovementBusiness IntelligenceAchievements:Reduced divisional cost base by 26% during a period of 19% user growthImproved customer satisfaction by 10%Boosted Development software release quality by 37% (bug ratio)Increased employee satisfaction by 30%

Internal promotion to Director of the main operational areas of the business, focused on joining them up, leaning processes and ensuring exceptional customer experience. As a major contributor within the Senior Management Team and accountable to the Managing Director, my key responsibilities were the same as those listed above with the exception of the Software Development, Test and Architecture functions which were later added to my responsibilities in recognition of success in this role.

In recognition of my success in the Head of Training role I was given the Customer Fulfilment area in order to recover it from a crisis level situation. This position was central to the quote to order, invoicing, implementation and deployment processes for the company’s products. My brief was to ensure that deals closed by the Sales team were progressed as quickly and efficiently as possible then project managed through to deployment of the service/product, on time and within budget

Senior Manager in a leading Healthcare systems business. I was responsible for mobilising a large (140 FTE) field based workforce to deliver on site deployment training for healthcare organisations across the UK. As a key part of the software implementation process, training also covers change management and configuration – it’s about making the customer as prepared as possible for an extremely disruptive upgrade to their computer systems.As Training and Implementation is revenue generating I was sole owner of the P&L in this area. A key deliverable was ensuring regular, accurate and consistent revenue realisation.Also responsible for a team of Web/digital content authors and project managers focused on the delivery of state of the art online training solutions.

Headed up the contact centre for the multi-award winning UK telecoms business Plusnet.Responsible for 240 multi-site FTE at peak.Responsibilities have included - both on and offshore - the following operational functions:1st line Customer Service, Credit Management, Complaints/High Level Escalations, Distressed customers and Ticket teams.Improved onboarding functions by 20% in 11/12Delivered operating model redesign resulting in cost savings of £100K pa and CSAT improvements of 8%Implemented technical support and fault process redesign that resulted in reduced faults cycle time, operational cost savings and reductions in customer dissat from 25% in 09/10 to 9% in 10/11Delivered improvements across core customer satisfaction measures, increasing first contact resolution by over 10% leading to award recognition including best consumer customer experience at the 2010 Internet Service Provider awards, best customer service awards from JD Power in 2011 and Uswitch in both 2011 and 2012.Acquisition/merger experience in 08/09 with the integration of an offshore centre into BAU operations. Offshored circa 50 FTE, overachieving against TLR targets.

Created and headed up the highly succesful Business Support Centre. Owned the operational relationship with Plusnet's major wholesale supplier.

Managed 5 Team Leaders within the Customer Support Centre, owning KPIs for key customer service activities.

Managed a team of customer support analysts.