Supporting a range of clients through various services. * Programme management* Project management* Business improvement consultancy* Salesforce administration* Process improvement

• Led a strategic consulting engagement for a high-profile Tier 1 contract, developing a comprehensive business improvement plan that addressed key challenges and maximized efficiency.• Provided on-site support and tailored solutions aligned with the client's business progression plan, fostering collaboration and driving successful implementation.• Spearheaded process re-engineering initiatives, optimizing workflows and fostering improved efficiencies within the client's… Show more • Led a strategic consulting engagement for a high-profile Tier 1 contract, developing a comprehensive business improvement plan that addressed key challenges and maximized efficiency.• Provided on-site support and tailored solutions aligned with the client's business progression plan, fostering collaboration and driving successful implementation.• Spearheaded process re-engineering initiatives, optimizing workflows and fostering improved efficiencies within the client's organization.• Championed operational excellence by leading root cause analysis projects that identified and eliminated inefficiencies, resulting in streamlined processes and significant improvements in efficiency, productivity, and cost reduction across the business.• Design, development, and implementation of a comprehensive Salesforce asset tracking system, centralizing asset management across the entire business.• Manage the successful migration of all business processes from the legacy CRM system to Salesforce, ensuring data integrity and continuity.• Optimized business operations by streamlining and documenting new, improved processes in Salesforce. Provided comprehensive training to staff on the updated procedures.• Established and managed secure data rooms to facilitate efficient information sharing during acquisitions. Show less

• Conducted a comprehensive review of the proposed multi million pound transformation project, providing insightful feedback and strategic guidance to ensure optimal outcomes.• Developed a robust project framework to guide the transformation initiative. Delivered clear and concise presentations and reports to the Board of Directors, keeping them informed on key milestones and progress.• Implemented proactive project monitoring practices, providing timely advice and support to project… Show more • Conducted a comprehensive review of the proposed multi million pound transformation project, providing insightful feedback and strategic guidance to ensure optimal outcomes.• Developed a robust project framework to guide the transformation initiative. Delivered clear and concise presentations and reports to the Board of Directors, keeping them informed on key milestones and progress.• Implemented proactive project monitoring practices, providing timely advice and support to project teams as needed. This ensured adherence to the project plan and facilitated effective problem-solving.• Managed the RAID (Risks, Assumptions, Issues, and Dependencies) document, maintaining a centralized repository for potential roadblocks and keeping all stakeholders informed of critical project considerations. Show less

• Led and delivered complex, cross-functional projects across various divisions, including the national GDPR implementation and the deployment of new POS IT systems to over 3,500 users. Ensured adherence to all established processes and procedures throughout the project lifecycle.• Maintained clear communication channels with the Board of Directors by providing regular management reports and insightful presentations, keeping them apprised of project progress and key… Show more • Led and delivered complex, cross-functional projects across various divisions, including the national GDPR implementation and the deployment of new POS IT systems to over 3,500 users. Ensured adherence to all established processes and procedures throughout the project lifecycle.• Maintained clear communication channels with the Board of Directors by providing regular management reports and insightful presentations, keeping them apprised of project progress and key milestones.• Demonstrated strong leadership by mentoring and guiding a team of 4 project managers, 3 test Engineers and multiple stakeholders, fostering collaboration and ensuring successful project completion within established objectives and timescales. Show less

• Successfully completed Ad Hoc Project Management contracts, demonstrating expertise in adapting project management methodologies to diverse needs.• Developed and delivered customized Customer Service training programs, enhancing employee skills and knowledge to foster exceptional customer experiences.• Conducted comprehensive reviews of Customer Service processes, identifying opportunities for improvement and providing actionable recommendations.• Led the implementation of change… Show more • Successfully completed Ad Hoc Project Management contracts, demonstrating expertise in adapting project management methodologies to diverse needs.• Developed and delivered customized Customer Service training programs, enhancing employee skills and knowledge to foster exceptional customer experiences.• Conducted comprehensive reviews of Customer Service processes, identifying opportunities for improvement and providing actionable recommendations.• Led the implementation of change projects within Customer Service, streamlining operations and driving efficiency gains.• Established robust performance measurement frameworks, providing valuable insights into customer satisfaction and driving continuous improvement initiatives. Show less

• • Line Management of head office-based Support Engineers, Field Engineers, and Helpdesk Analysts• Managing the support process, defining, improving and ensuring best in sector service• Instigating a culture of continuous improvement• Defining a customer centric model together with an environment of accountability and ownership• Customer escalation contact to ensure that all logged issues are resolved within agreed SLA time scales• Triage customers queries and distribute… Show more • • Line Management of head office-based Support Engineers, Field Engineers, and Helpdesk Analysts• Managing the support process, defining, improving and ensuring best in sector service• Instigating a culture of continuous improvement• Defining a customer centric model together with an environment of accountability and ownership• Customer escalation contact to ensure that all logged issues are resolved within agreed SLA time scales• Triage customers queries and distribute work appropriately among the team to ensure maximum customer service delivery• Responsible for managing the timely and accurate creation of support cases Show less

• Led international process improvement initiatives across the group, leading cross-functional teams to identify opportunities for efficiency through system streamlining, automation, and effective resource management. • Managed project lifecycles from initial scoping and collaboration with stakeholders to meticulous planning, execution, and reporting. • Championed a culture of continuous improvement within the organization. • Engaged and motivated employees across all levels with… Show more • Led international process improvement initiatives across the group, leading cross-functional teams to identify opportunities for efficiency through system streamlining, automation, and effective resource management. • Managed project lifecycles from initial scoping and collaboration with stakeholders to meticulous planning, execution, and reporting. • Championed a culture of continuous improvement within the organization. • Engaged and motivated employees across all levels with clear communication, fostering an inclusive approach to process improvement and new project adoption. This resulted in increased employee buy-in and facilitated smoother transitions.• Leveraged my expertise as a business improvement subject matter expert to provide valuable advice to businesses throughout the organization. This included designing and delivering impactful board-level presentations regarding potential changes and improvements, effectively influencing decision-making and securing project commitment and funding.• Played a key role in mergers and acquisitions actively participating in profiling potential acquisitions. Show less

• Led the global redesign and implementation of a CRM system on Salesforce, boosting customer service efficiency and accuracy. • Communicated effectively across all levels, managed data migration, and delivered training for users. • Championed change initiatives, ensuring project success and business alignment. • Oversaw a team of Customer Service and Sales professionals, driving performance improvement and positive customer experiences.

• Led a team of 4 administrators and ensured compliance for 11 mortgage advisors across 13 branches. • Developed in-depth knowledge of UK financial regulations to streamline processes, train staff, and manage performance through audits and reporting. • Handled customer concerns and escalated issues to directors and regulators.

• Sourcing and booking hotel reservations for corporate clients• Heading up and delivering a new business team for the AA and public clientele• Helping to develop new computer systems and processes

• Undertaking administration for 4 mortgage advisors; prioritising tasks effectively• Providing support, maintaining files and answering queries for over 150 clients• Ensuring accuracy of filing and maintenance of clear audit trail for compliance purposes

• Supervising the work of more junior colleagues and providing on the job training as needed• Building knowledge of available investment products and advising customers with integrity