Workforce manager for a 24x7 Service Desk handling 60000 contacts per month over 4 international sites.Responsible for the implementation and success of WFM on the Airbus project. In terms of cost analysis and budgeting: Reduced initial team headcount by 20% and was responsible for yearly cost savings of 125k. Activities and recommendations also reduced financial penalties and allowed us to meet contractual SLAs for 2 years.

Successful leadership and management of different teams in Customer Service/Call Center Operations industry.Responsible for the transition of two service desks to the Barcelona location. Took a team of analysts for three months the customer site in France.Responsible for training of new staff in both China and Korea.

Jointly responsible for the leadership and management of a 24x7 support team of 30 people.

Provided exemplary customer service with positive energy. Used empathy to understand and address user frustrations to enhance their support experience. Was normally the highest performer on the team with the highest first contact resolution. Was promoted to team lead in this role and was responsible for the joint management of 30 staff.

Worked on a wide range of noise and vibration projects throughout the UK. Including noise impact assessments for housing schemes and industry, control of entertainment noise and acoustic design.Responsible for organising and undertaking surveys at sites throughout the UK. Attended site inspections/visits and client meetings.Prepared and wrote technical reports.Involved and managed noise mapping projects using Lima, SoundPlan 5.0 and NoiseMap 2001. Firm understanding of British and International Standards and Planning Guidelines relevant to acoustic consultancy.Managed and oversaw smaller projects, and worked as part of multi-organisational design teams on larger scale projects.