Taking the mantel for Daisy’s focus for Service Transformation, this role centres around the critical links between people, processes and the power of technologies. Leading programmes to discover, influence and drive new ways of working whilst maintaining high levels of customer experience working alongside senior leaders in Service and Operations functions as well as the wider business. Pioneer and advocate for ServiceNow technologies, using skills, training and experience gained from years in the industry to accelerate value realisation from tools such as ITSM, CSM and the wider ecosystem. Collaborating across the business to recognise, interpret and collate shared visions for future success with ServiceNow as a system of focus.Providing focus to Daisy’s relationships with both customers, and partners in their own transformation programmes; mediating and leading the conversation on future end-states that unify approaches that focus on positive outcomes. Within this role, I am living my true passion to create a real difference for people in all aspects of their day-to-day lives, whilst embracing new ways of working, new technologies and developing people to own aspects of the journey in collaboration.

Provided necessary support in an acting capacity during a period of change for the business which included transformational activity to form a dedicated Customer Experience and Insight team, and realignment of key ITIL practices. Focuses were aligned to delivering efficiency and effectiveness for our Service Desk and Service Management teams whilst supporting operational benefits.

Responsible for Daisy’s Service Desk Operations, Customer Service and Customer Operations functions providing a highly available, truly focused team of people who place the experience of customers at the centre of their commitments. Providing both shared, and dedicated teams to the mid-enterprise market, inclusive of public sector organisations. All teams based in the UK and providing support across 24/7/365 working closely with Service Management, Technical Operations, and the wider business to deliver an exceptional managed service across our extensive range of products and services. Along with first-line service desks, the function includes Executive Resolutions, Escalation Management, Customer Satisfaction (CSAT), Quality Assurance and Knowledge Management all of which work collaboratively with focus on ITIL methods of working to provide the necessary levels of support and engagement to meet customer expectations. Driving a unique, and expertly defined operation that focuses heavily on seeking opportunities for first-time resolution. Supporting the development of individuals, and teams to up skill across Daisy’s wide range of products and services in order to meet highly acclaimed performance measures and meet the critical demands of our extensive private, and public-sector based clients.Aside from Service Leadership, I am uniquely positioned as a champion and enabler of systems within Daisy and take an active role in the enhancement and development of applications and systems to ensure our processes meet the required standards to deliver against our stringent KPI’s and Service Level Agreements. Heavily invested in activities focusing to deliver a high return on investment and strong levels of productivity across all teams.A people leader, truly focused on building the skills and capabilities of individuals within Daisy to progress into exciting and prosperous opportunities that aid their careers but also the business in delivering 'Best in Class'.

Director of Operations for Billian IT Solutions, an industry-leading, innovative travel technology company, passionate about delivering cutting-edge solutions to professionals throughout the travel sector.Responsible for a team of travel specialists, designers, project managers and developers who were experts working with a variety of different programs. With focus on design and implementation of online booking engines, travel agent productivity and corporate booking tools, offering everything from "off-the-shelf" to bespoke and dynamic packaging travel technology solutions.My role was to drive the business forward through operational stategy ensuring the delivery of new products to customers, enhance product development and maintain service and availability of existing solutions.

Prior to my appointment as Director of Operations, my role was focused on finding and implementing appropriate processes to the business and defining roles and responsibilities of teams. Working closely with individuals to identify key skills and knowledge gaps and seek out opportunities to develop that would lead to a greater result from efforts. As direct line manager for staff working in Customer Support as well as Development roles I was able to see the whole picture and how one departments efforts impacted the other. My aim was to identify key individuals within each area who could take on more responsibility to support there teams and communicate with me and other leaders within the business effectively. By creating an environment build upon information sharing, ownership and a passion for improvement we were able to strengthen teams and those within them making a stronger, happier workforce working in one of the most exciting industries in the world!

Responsibility for Daisy’s top tier Enterprise customer base ensuring consistently professional service delivery as standard. Directly management of 12 experienced Customer Service Executives (CSE) tasked with ensuring Daisy’s service is focused towards the needs of their dedicated accounts. Each CSE is aligned to between 1 & 8 Enterprise customers dependent upon size, complexity of their solution and business profile as well as MMR. Enterprise Customer Services focus on complete ownership of customer relationship on all matters aside from commercial providing clients with a single point of contact on matters such as fault management, escalation, billing consolidation, general enquiries & account information.•Communication and strategy planning to on-board new customers within the Enterprise retail sector working closely with Sales, Projects and Technical Stakeholders to ensure service can support the customer adequately prior to ‘go-live’•Meeting with customers to regularly review and adjust customer service strategies, implementing service improvement plans and service reviews where necessary and reviewing actions with dedicated stakeholders regularly.•Management of escalations on issues raised above the Customer Service team•Coordination of resource and tasking between the Customer Service Executives & their counterpart field-based colleagues, Service Delivery Managers (SDM)•Handling of outstanding overdue balances within a customer service remit where amounts may be in query. Looking to maintain a strong working relationship with clients whilst these issues are worked through to resolution.•Management of process into the business around new products, solutions or customers with bespoke requirements working closely with stakeholders within the business & industry.•People management inclusive of team meetings, regular 1-2-1’s and performance reviews as well as addressing and maintaining internal KPI’s & personal development reviews with direct reports.

Lancashire Constabulary is the territorial police force responsible for policing the ceremonial county of Lancashire in North West England. As of October 2018 the force had just under 3,000 officers as well as 2,000 Police Staff.My role operationally leadership within one of Lancashire's six control rooms coordinating immediate and scheduled deployment of resources and handling emergency 999 & non-emergency calls. Direct management for a shift team, as well as coordinating the wider collaboration of control room operators to ensure the safe, and well-measured deployment of Police Resources as well as performing immediate intelligence searches to assist officers in live time incidents. The role was high-pressured, and required a great deal of confident ability to perform, and think under pressure. Maintaining working links between Police and Contact Management staff, arranging regular meetings with supervision to discuss performance and best practice. Ensuring excellent levels of communication were maintained and issues addressed appropriatelyIn response to austerity reviews and cuts affecting the UK, I was directly involved in the Operational Review of Contact Management in line with the Constabulary target to save £60 million. Delegated projects relating to the movement from 6 centres to a single site. I produced and implemented new processes to streamline systems and activities , dedicated to improving the service the department offered. To ensure engagement and adoption was successful I prepared and disseminated online training packages for staff for new legislation and protocols for 350+ staff.The role also provided me a number of additional opportunities, including responsibility for planning & resource management of high-profile events including Royal Visits, Football Fixtures & Protests.

Role comprised of two primary functions; call handling (999 and non-emergency) and deployment & management of police resources over Airwave radio within a high-pressure and demanding 24/7 Police Control Room. Whilst maintaining government applied Key Performance Indicators, primary responsibility and objectives surrounded the safety of the general public, police resource and third-party agencies.The role required a high level of knowledge & experience in dealing with victims, matters of a criminal nature, enforcing protocols & procedures that must be adopted in line with Policing in the United Kingdom.

Employed within a resilience site, aiming to provide necessary support to the heavily backlogged Disclosure (Criminal Records Check) service required to be undertaken by all employees and volunteers in the UK working with Children & Vulnerable Adults. Part of a large contact centre team focused upon raising and managing applications with competing focuses around time-driven outcomes and ensuring data efficiency. Quickly identified as a critical thinker with strong capabilities to identify process improvements and support individuals through training and skills-uplift to achieve better results.Absorbed as part of the Disclosure and Barring Service, The Criminal Records Bureau has been helps employers make safer recruitment decisions each year by processing and issuing Disclosure Certification for England, Wales, the Channel Islands, and the Isle of Man.