It’s taken a year but I’m finally on the road helping to secure our safely train my drivers of the future. As part of the U-Drive franchise I cover the Warrington, Wigan and St Helens area of the North West for those looking to pass their driving test for a manual license

Catering for all parties for all occasions, with 14 years of experience I always have returning customers as I don't advertise my DJing. I also provide karaoke with a back catalogue of over 9,000 songs.

I have a very good amatur acting background in theatre TV and film. I am on the books at The Drama MOB Manchester as of December 2023.

Short consultancy role in the contract management of the outsourced customer service business for Iceland and Ascensos. Measuring partnership via KPI's and day to day running of answering calls and emails. Ensuring headcount was inline with budget and making sure weekly, monthly and quarterly updates were carried out in line with contract obligations. Monitoring performance using reports, internal feedback, call listening and complaints. Also point of contact for small team in the office who dealt with second line customer and internal queries from stores and area managers. Working closely with directors and owners to improve customer experience ensuring any complaints escalated to the executive team are dealt with in a timely manner.

Department lead in a highly pressured busy department reestablishing and creating targets, objectives and KPI’s in order to increase productivity and reducing resolve time for customer orders. This department is business critical in retaining and converting orders, hitting sales targets which contribute directly to company profits and ensuring customer satisfaction. I was responsible for all aspects of the department from reporting, planning, forecasting, training & development, stakeholder engagement, relationship building and customer experience. Working closely with support functions such as HR in recruitment, performance management and absence to improve the day to day running of the department it was also important to reward and incentivise those that are high performing and dedicated. I have been also heavily involved in marketing activities such as being the “face” of the product on videos shared on social media platforms, emails to customers and representing the company at supply events.

I lead a workforce of 20 people, including 2 managers, who run a 24-hour helpdesk answering calls and emails and monitoring jobs in support of MOD sites in the central and southwest areas of the United Kingdom. I build a working partnership with Defence Infrastructure Organisation that hosted site tours for top military leaders and planned base site inspections. I assess key performance indicators (KPIs) for the full team, including PowerPoint slides, and undertake data analysis to investigate patterns and better service. I train managers to achieve both personal and organisational success by linking their objectives to contract deliveries. encouraging responsibility. I create healthy ties with top executives throughout the UK including HR, finance and on-site teams to meet organisational objectives. I deliver regular briefings on operations to top management for informed decision-making. I undertake frequent feedback sessions with customers, DIO, and employees to investigate upgrades using tactics such as customer satisfaction surveys, face-to-face meetings, and complaint and compliment analyses.Selected Contributions:• Directed the external recruitment of personnel and the secondment of personnel from parent firms, securing the company and its personnel.• Reduced average call duration from four minutes in February to eighteen seconds by April 2022.• Organised 14 trips to MOD bases in central and southern England, which included Q&A sessions, to answer questions.• Assisted in mobilisation and led recruiting for the first call centre MOD contract for VIVO Defence, valued at $900 million over seven years.• Developed an out-of-hours staff by fostering robust relationships, mentoring, and presenting report analysis.• Documented requirements following the contract and regulatory security processes for dealing with military customers.• Improved the user and customer experience by developing procedures such as quality checks and enhancing the technology.

I identified methods to improve quality, efficiency, and productivity, reduce costs, increase profits, and expand control measures. I coached and developed a team of up to 25 agents to improve performance as per key business metrics. It was my job to do needs analysis to help the company develop and improve its various operations in order to better serve its clients and provide them with the highest level of service possible. Every month and every three months, I conducted performance and competency evaluations of my employees. I delivered weekly performance reports to the line manager through a dashboard/performance board, which included absence and adherence difficulties. I created collaborative relationships with other managers and support functions to achieve organisational goals.Selected Contributions:• Established location in Manchester responsible for first recruiting, client engagement, and satisfying their expectations, as well as initial contract management for the DWP.• Networked throughout Serco's visiting locations and the GROW programme's on-site education.• Managed the SMI programme from Bolton to Kirkby, procuring the contract and overseeing all areas of agent level, financial, and client engagement.• Supported Head of Service and Operational Managers to implement new processes, policies, and procedures during a five-month secondment to the Hull City Council Contract.• Involved in a six-month secondment to a DWP client location to increase client profitability.• Identified the need for skills improvement and delivered effective training and mentoring to staff with a keen focus on increasing overall team performance and efficiency.• Served as a member of a four-person team that coached Team Leaders face-to-face in their Birkenhead and Accrington locations.• Nominated for a Serco Pulse Award in 2019 for the establishment of a site in Manchester by the Customer Service Manager.

I’m a volunteer on an internet radio station broadcasting across the internet via the stations website and via smart speakers across the world. I currently have two shows, one on a Thursday evening 11pm until midnight playing indie rock and alternative music. I also have another show every Friday 11pm until 1am playing dance / club classics! Come and have a listen www.spectruminternetradio.co.uk. This role is unpaid and advert free.

 Assistant to Business Analyst I prepared a final margin report every two days detailing costs and revenue from business units based throughout the UK. Invoice difference analysis every other day matching part numbers to purchases orders and delivery order numbers to find out correct sales orders for entry into the final margin Raising marketing and stationary purchases orders for the business and goods receipting orders when required. Margin Claims balance sheet analysis, detailing a report by vendor of claims made and credits received and chasing relevant business unit contacts to update when payment will be received. Putting together and detailing monthly EC Sales Reports. Monthly analysis of prepayment and accrual general ledger codes.

 Experience of accounts receivable raising invoices, chasing payments, bank reconciliations, bad debt provisions and VAT return experience. Raising requisitions for purchase orders for payment of telephony invoices then arranging payment of them from accounts payable. Recharging out invoice costs, contractors time sheets, payroll costs and expenses to cost centres owned by other areas of the business throughout the UK. Project spending reviews with project managers detailing how much they have spent to budget and detailing and reporting any projects over budget, with advice on how to reduce cost. I had a big impact on reducing capital costs and influencing others into cost saving ideas for their projects.

Working as a Customer Service Advisor until 2004 then becoming a Team Coach and then a Team Manager in the same year before spending 2005 as an online trainer at numerous different Vertex sites