Now launched the Technical Machine Support team, to provide national support to our customersand engineers for diagnosis and support in repairing machines in the field, reducing downtime for ourcustomers and getting their parts claen again.Recruited a team of 3 of internal and external applicants, developed training programme, ledcommuication pathways and reporting.Reduced downtime by 10 days from 20 to 10 daysHighlighted key issues around service delivery

Responsibility for managing the Key Accounts Support Team for the Collectable Waste Division, enabling and empowering them to deliver a first class service to our key accounts. Expanded the Key Accounts team to encompass Customer Support, answering collection requests to action over 1000 collections per month.Led the team to actively work to improve customer service levels, including driving improved response times from over 2 weeks to less than 5 days.Led CX development and reported through to Exec level on NPS and Customer Happiness.Personally provided advice, guidance and support to sales, service personnel and customers in relation to the application of dedicated chemistry and use of the parts cleaning machines.Developed reference materials to guide field activity.Managed UK Technical team to deliver KPI's for Collectable Services Branches.Supported management and control of waste costs within Collectable Services and automotive waste.

Focused on supporting the industrial waste collection business, leading a team of assessment chemists with the responsibility for the budgeted spend on disposal of hazardous waste. (£3M p.a.)Supporting 11 Sales Managers by providing technical advice on the identification, collection and treatment of hazardous waste to the highest service level.Achievements in this role include;Maintaining KPIs on survey turnaroundControl of costs on waste disposal

Responsibility for supporting a wide area of the business. Developing working practices, creating reporting structures, identifying and resolving issues, managing Customer Support, National Accounts and Technical Support Teams. I merged the Customer Services and National Account support teams from London head office, and relocated them into a single team within Business Support.Achievements within this role include:• Successful recruitment and training of staff in current teams, with all teams meeting or exceeding service KPI’s in technical, procurement and customer services• Developed a tracking system to report service requests and response times for 6,000+ service requests per annum enabling the reduction in response times by 2 days over 2 years• Developed bespoke reports for national account customers providing information regarding volumes of collection, waste disposal routes for the waste hierarchy, service level delivery• Developed a system to report inputting, matching and control of 5000 invoices and £3M cost per annum. This reduced inputting and invoicing times by 15%• Responsibility for cost reductions in waste disposal in Automotive and Industrial sectors eg tyres, batteries.

Providing support to the branch waste collection business, recruitment of technical based support staff supporting the growth of the waste business, working with every level from Rep, Waste Regional's to the UK Waste manger. I supported and assisted the growth of the division doubling in size over the following 4 years.Achievements within this role include:• Successful experience of managing National Account Managers, setting targets, reporting and control measures.• Developed and managed a team of Telesales making 2000+ prospecting calls and appointments for Industrial Sales Managers throughout the UK. • Qualified as a Waste Awareness Course Trainer for CIWM• Experience of creation, distribution and dissection of management information regarding performance of waste services division.

Responsible for 3 staff coordinating the identification, pricing, invoicing, debt collection and logistical collection / deliver of bulk solvent wastes for processing into secondary liquid fuel at cement plants and other third parties. Developed network of customers bringing in crude waste to enable the plant to provide sufficient gun wash and additives for the spray gun cleaning programme, as well as finding outlets for selling the excess from plant production worth approx. £250K pa

From Lab Tech, Blending Chemist, Material Controller to Technical Coordinator