As the operational leader of Innovation Connect, I oversee all aspects of the business, from facilities management finance to service delivery and strategic growth. Under my leadership, the centre has achieved a 90% occupancy rate through targeted business development strategies and operational enhancements.I have driven IT system upgrades and process improvements that have not only elevated service levels but also resulted in record revenue growth. My role encompasses strategic… Show more As the operational leader of Innovation Connect, I oversee all aspects of the business, from facilities management finance to service delivery and strategic growth. Under my leadership, the centre has achieved a 90% occupancy rate through targeted business development strategies and operational enhancements.I have driven IT system upgrades and process improvements that have not only elevated service levels but also resulted in record revenue growth. My role encompasses strategic planning, product development, and full P&L oversight, ensuring that all initiatives align with long-term business objectives.Leading a high-performing team, I’ve successfully guided the centre through significant organisational changes, fostering resilience and continuous improvement while executing growth initiatives that ensure sustainable success. Show less

In my role as Client Relationship Manager, I managed the service delivery for two NHS Professionals bank supply contracts, driving growth, retention, and profitability. By leveraging data analysis and strategic account planning, I achieved £650k in agency savings and consistently exceeded contract KPIs. I also played a key role in enhancing client interfaces, improving bank fill rates, and cultivating strong stakeholder relationships to support long-term goals.

Led the transformation of a sales and customer service team, driving revenue growth and enhancing market position through strategic leadership and coaching. Successfully implemented a CRM system that streamlined processes and improved customer satisfaction and retention. Developed a complaint handling system that reduced complaints by 20% and fostered customer loyalty. Enhanced staff product knowledge with targeted training, resulting in increased sales and larger account sizes. Leveraged sales… Show more Led the transformation of a sales and customer service team, driving revenue growth and enhancing market position through strategic leadership and coaching. Successfully implemented a CRM system that streamlined processes and improved customer satisfaction and retention. Developed a complaint handling system that reduced complaints by 20% and fostered customer loyalty. Enhanced staff product knowledge with targeted training, resulting in increased sales and larger account sizes. Leveraged sales data to optimise strategies and identify growth opportunities, while staying ahead of market trends through active stakeholder and supplier engagement. Show less

Led a team of 150 sales and customer service agents, driving continuous performance and quality improvements within the telephony department through effective leadership and coaching. Implemented an outbound sales team and refreshed targets and incentives, achieving a 17% increase in sales and a 10% boost in renewal retention. Optimised resource planning to meet and exceed client SLA targets, enhancing productivity and customer satisfaction. Partnered with leading brands to ensure contract… Show more Led a team of 150 sales and customer service agents, driving continuous performance and quality improvements within the telephony department through effective leadership and coaching. Implemented an outbound sales team and refreshed targets and incentives, achieving a 17% increase in sales and a 10% boost in renewal retention. Optimised resource planning to meet and exceed client SLA targets, enhancing productivity and customer satisfaction. Partnered with leading brands to ensure contract compliance and uphold standards. Utilised performance data to drive improvements and implemented targeted strategies, overseeing a successful restructuring of telephony processes to elevate service quality and sales focus. Show less

As a Resourcing Manager at Serco Occupational Health, I led the successful merger of two teams into a single, efficient resourcing unit, enhancing communication and service quality. Achieved a significant increase in utilisation from 75% to 90% and halved the use of network doctors, surpassing SLAs and targets through data-driven insights. Fostered strong cross-functional relationships to streamline processes and improve service quality. Completed Lean methodology training and became a… Show more As a Resourcing Manager at Serco Occupational Health, I led the successful merger of two teams into a single, efficient resourcing unit, enhancing communication and service quality. Achieved a significant increase in utilisation from 75% to 90% and halved the use of network doctors, surpassing SLAs and targets through data-driven insights. Fostered strong cross-functional relationships to streamline processes and improve service quality. Completed Lean methodology training and became a certified Lean Champion, driving process improvements across the service centre. Collaborated with senior customer stakeholders to develop and deliver Health Surveillance and wellbeing programmes, gaining valuable experience in customer service and account management. Show less