Management of a small publishing office to ensure the smooth running of the office on a day-to-day basis and co-ordination of administrative staff. Responsible for all operational activities including HR and accounts management. Change management and training as team makes transition from paper-based to digital operations.

I believe that Customer Service is the key to success in any business and I know first hand that it only takes one negative interaction with a poorly trained staff member to not only lose a customer but also lose any potential referral that customer may have made to their friends & family. I have developed a number of training modules designed for your front-line staff to really learn the importance of great customer service - plus we do it in a engaging and fun way so the new techniques actually get implemented!

• Design and deliver learning programmes to visiting classes and teachers. Programmes are bespoke and relevant to the learners current unit of inquiry.• Run teacher only days to allow classroom teachers to experience the environment and technologies before bringing their learners.• Guiding students and teachers through the museum exhibits.• Students, teachers and adult helpers use the exhibits as content to co-create and curate their own learning using digital technologies.• Follow up visits to students in their classrooms to consolidate learning and provide support using the equipment available to them.

A nationwide computer support service built up to over 60 staff including technicians, call centre, and administration office.• Oversee and direct all operational activities across the organisation.• Working with senior management to set goals that promote the growth and strategic development of the company. Holding sight of these goals to drive decision making.• Policy and procedure development and implementation across the organisation• Change Management – supporting staff to ensure correct distribution of skills and capability as new processes and procedures were introduced in order to drive business excellence and stay relevant in a changing market.• Review, mentor and support Regional Managers, ensuring that they are setting consistently high expectations with their teams, in alignment with the company expectations.• Oversight of the Accounts, HR and Customer Services departments. Including recruitment, training, performance management and disciplinary matters with staff. Liaised with outside agencies such as accountants, lawyers, suppliers and other key stakeholders.• Initially led a busy call center team, growing it from its inception. Produced customer focused systems and developed firm procedural guidelines, training all staff in effective telephone and customer service techniques.• Planned, developed, implemented and evaluated the Geeks on Wheels Franchise System. Ran the franchise system; including recruiting franchisees, initial training & induction, plus providing ongoing support and evaluations.• Planned and implemented a variety of training modules in customer service, call centre, sales and communication skills. Led the in-house Customer Service, Sales and Communication training programme. Induction training – training up new staff in procedures and policies. • Providing young staff in their first jobs guidance, mentoring and training to ensure they enjoy success in their roles.