I support clients in updating and upgrading their software and Licences for all IBM & HCL products and Services as well as & Microsoft Products. Finding solutions to improve business performance and help to reduce costs ensuring software & products best fit company requirements.

Lead a team of administrators to process case files. To present claims and support clients in retrieving their funds back when products and services have caused damage or been mis-sold.

Following changes in SJA I was primarily hired to develop the Stockport National Customer Service center. With the implementation of a new phone system (Shoretel), recruitment of almost 30 staff and the development of office space complete with new computers and office furniture, the contact center has now completed its 1st year successfully generating income which is reinvested into the charitable output.Being directly responsible for a new team where Onsite Training was promoted and sold B2B I successfully trained and developed a team of ten staff to become responsible for all National Onsite training. The team complete bookings from the initial lead through to arranging the trainer to deliver the course on the chosen date. More recently the team have celebrated responding to 10,000 leads and achieving a 45% conversion rate.

Zuto previously known as Car loan 4 U (CL4U)Being responsible for a team of 40 staff under the Customer Service Department to answer calls within the service legal agreement and process the calls to meet customer needs whilst supporting relevant teams within the business. A demanding role and very busy environment made this role exciting and challenging.

Directly responsibly for supporting the team development as well as managing a large team to handle high call volumes. As an additional project I was involved in introducing a CRM system (Customer Relationship Manager) called Microsoft Dynamics into the workplace. I project managed the implementation of this software, leading a team into writing scripts for KEYFAX a piece of scripting software and introducing the team to the new system, writing my own training package and testing systems.