Achieved a wealth of success within the company including a number of promotions through to this senior operational management role, reporting to the General Manager during the delivery of key results. Successes included the highly effective creation and implementation of an employee survey that enabled greater employee morale and the implementation of an intranet, the implementation of a complex clean desk policy following legislation GDPR changes, provision of extensive HR support that enabled improved disciplinary and investigation procedures, full vehicle fleet management control, the introduction of a key archiving programme and effective skills gap analysis that addressed any issues with performance and efficiency.

Delivered extensive support in this newly created position following a technical product launch across the client base which significantly enhanced the customer journey and aligned departments to ensure corporate approach consistency. Managed all tasks seamlessly including process analysis and transformation, enabling transaction cost reductions whilst working with 3rd party suppliers in relation to customer centric SLAs, provision of ambitious “complaints handled” KPIs within the team, development and delivery of a reporting suite following complaint handling system changes, root cause analysis, escalated complaints management and training delivery at a Customer Care Manager and Customer Service level.

Maintained complete claims management control which involved the creation and introduction of robust customer satisfaction measures in line with the company vision and whilst enhancing customer management and claim handling through improved customer contact and satisfaction improving processes. Excelled through the creation and delivery of an organisational restructure project in the department, the implementation of controls for assessed claims and the introduction of Trustpilot which enabled greater feedback by policy holders and claimants. Successfully managed a number of activities seamlessly, including implementing a robust performance and quality assurance programme, a development programme following employee skills analysis, the introduction of automation of repairer payments which drastically reduced costs and eliminated the need for weekly manual payments by the accounting team.

Thrived in the company, gaining rapid promotion from an administrative role into this management position which made full use of operations and facilities expertise. Delivered comprehensive business support, overseeing and delivering a highly successful office relocation project which encompassed maintaining full design, hardware and furniture sourcing control as well as providing full implementation control in relation to IT, telephony and internal systems. A position that involved dealing with changes in business requirements and legislation including the introduction of call recording in line with regulatory changes.

Excelled within previous theatre career, gaining key roles as a Freelance Stage Manager, Lighting Technician and Designer in London’s West End as well as in local productions and at the RSC in Stratford Upon Avon, experience included;• Stage Manager – Molly Sweeney at Bristol Old Vic Theatre• Assistant Stage Manager (Book Cover) – Phantom of the Opera at Her Majesty’s Theatre• Stage Manager/ Deputy Stage Manager/ Assistant Stage Manager – Popcorn Tour/ Popcorn Tour and West End/ Popcorn at Apollo Shaftsbury Ave• Stage Manager – Backpay (+ National Tour) Royal Court• Assistant Electrician – Royal Court Theatre• Console Operator – Grease