Managing Connections teams over the Bournemouth and New Forest area.

Helping clients achieve the best possible outcome from their sale or purchase.

• Line Management of 5 Team Leaders and 75 Lifestyle Consultants who provide concierge services to US based American Express Platinum and Centurion clients via Phone and Digital channels• Responsible for delivering several major efficiency projects including team restructures using LEAN methodology • Day to day management responsibilities for 2 major sites, (one in US) and over 500 staff

• Started as WFP Supervisor, and promoted to manage the daily routing of 700 direct technicians, installers and contractors across 3 provinces.• People Management and HR responsibility for a team of 40 and two supervisors • Project work including integrating new acquisitions into our systems, efficiency projects and “Service When Customer Wants” model.

• Brought in to evaluate current call handling arrangements, design and implement new strategy for the company.• Exited outsourced provider and set up new call centre with a partner company.• Designed new CRM viewpoint and workflow management tools.• Developed “Sales through Service” model which created an income stream from the Call Centre.

• Relationship building with extensive network of trust companies to increase new account volumes.• Ensured all business taken on adhered to Anti Money Laundering laws and internal Due Diligence guidelines.• Personally handled all applications involving more than $500USD million.

Numerous roles over 10 years with the bank. Complaints Manager – Set up and managed the complaint handling team for 3 offshore banking brands, managing a team of 30 and two supervisors.Coaching Manager – Promoted to manage the roll out of a new coaching program to 80 Operations line managersCall Centre Team Leader – Asked to relocate offshore to help set up and manage a new call centre for our offshore customersCell Centre Team Leader – Promoted to manage a team… Show more Numerous roles over 10 years with the bank. Complaints Manager – Set up and managed the complaint handling team for 3 offshore banking brands, managing a team of 30 and two supervisors.Coaching Manager – Promoted to manage the roll out of a new coaching program to 80 Operations line managersCall Centre Team Leader – Asked to relocate offshore to help set up and manage a new call centre for our offshore customersCell Centre Team Leader – Promoted to manage a team of 15 CSO’sCustomer Service Officer – Handling incoming calls from bank customers Show less