Reporting to the Director of Customer Service, managing a 24/7 contact centre with 90 FTE. Responsibilities include monitoring key performance indicators, consistently innovating to improve the customer journey, increase profits and create a fun, motivational working environment.* Conducted a Channel Cost Analysis and utilised the evidence to write a business case which resulted in the implementation of a full 24/7 webchat service * Increased upselling revenues from 11% to 20% generating revenues of over £1 million via targeting training, peer to peer expert coaching and incentives programmes* Increased the home working team from 4 to 25 over 12 months through a phased introduction of new contracts which incentivised productivity and quality.* Worked with an outsourcing partner to set up and implement a replacement outsourcing team within 7 days of the previous supplier going in administrator with no notice. * Lead a cross department collaboration with Marketing and Web colleagues to reduce customer effort and contacts to due offer code errors, delivering YOY contact reductions of 21.9% * Improving Employee engagement scores in the Time Best Companies survey from a “636 One to Watch Status” to “699 3 star Status “over 2 years through an employee driven and owned communication and engagement programme.* Designed and set up a bright, colourful the Contact Centre space that is fun, inviting and encourages innovative thinking.

Reporting to the Operations Manager, managing three departments with more than 150 staff and annual revenues of over £2 million. Responsibilities include monitoring key performance indicators to clients and senior Managers, improving operational procedures and maintaining accurate records of coaching sessions, disciplinary actions and other department activities, deputy to the Operations Manager.

Reporting to the Account Director, managing 2 accounts with a total of 45 staff. Duties included client management, account analysis, reporting, handling staffing matters and financial forecasting and reporting.

Heathmill Multimedia is a sales, response and fulfilment company, with a turnover of £7.4 million.Reported to the Managing Director, with a total department of 50 employees. Responsibilities included account management and all staffing matters including monitoring attendance, grievances, and disciplinary actions.Major AchievementsReduced the quality assurance department's monthly salary expenditure by 27%Worked with the training department to facilitate the introduction of 150 new members of staff in a 6 week periodWorked with the programming department to create a recording system which monitors employee outputIntroduced quality control targets across all campaigns which has resulted in a 30% increase in staff productivity

Reported to the Managing Director, with a total department of 50 employees. Responsibilities included account management and all staffing matters including monitoring attendance, grievances, and disciplinary actions.

Reported to the Call Centre Manager, duties included handling customer service complaints, training new staff and sending confidential information to clients.Major AchievementsHelped to introduced a new staff monitoring procedureTrained new staff for all campaignsWorked with account managers to produce training materials

Further Education and Union Development, National Union of Students, LondonReported to the National Council and Executive Committee, responsibilities included compiling quarterly reports, organising campaigns, meetings and training events.Major AchievementsOrganised and spoke at a Further Education lobby of ParliamentCreated a monthly newsletter, which was distributed to thousands of unions across the UKOrganised 8 major national and regional training events

Reported to the Vice Principal, duties included arranging meetings, co-ordinating correspondence and travel for union officers; preparing and presenting annual budgets.Major Achievements> Successfully lobbied the college Governor for a budget increase> Arranged an international trip for a group of 20 students> Represented the Student Union at major national events