I am an enthusiastic Customer Service Advocate with a passion for Experience Management, dedicated to building strong relationships with clients and colleagues alike. I focus on understanding what is needed and where I can add the most value.With a strong background in Information Technology and Customer Services spanning almost 30 years, I hold professional qualifications in ITIL and as an Experience Management Practitioner. My expertise includes:Defining and developing a high-performance cultureImplementing appropriate Service and Experience Management frameworksService Delivery and Service GovernanceOutsourcing and Managed ServicesService DeskTransformation and restructuringExtensive Service Delivery responsibilityP&L and financial controlStrategic Planning & AnalysisClient Relationship ManagementSpotting and growing talentStrong team leadership & People ManagementPeople Mentor & coachingA fervent supporter of XLA's and how they augment SLA's - this drives me to continuously improve customer and employee experiences, ensuring satisfaction and engagement at every touchpoint.I am slightly obsessed with being organized, and a good spreadsheet brings me joy! Outside of business, I am a mother to a beautiful daughter and extend my desire to make a difference in people’s lives by coaching in personal style and colour analysis for both men and women.