Responsible for delivering exceptional client service (ECS) to clients by understanding their issues and challenges and leveraging the firm’s capabilities to address these.

Business Development Leader/Client Service Director. I drive revenue growth in Scotland, leading pursuit excellence and tender activity. As an accredited Miller Heiman sales coach I work with teams to improve and deepen their client interactions and to drive successful negotiations. I also act as Client Service Director on large accounts, ensuring operational excellence and achievement of KPI's.

Responsible for the identification, winning and delivery of performance improvement consulting projects in the private sector in Scotland. 

Worked with a variety of global clients in my role as a performance improvement consultant, including telcos, construction and government, predominantly focused on service optimisation, cost reduction and supply chain improvement. 

Headed a team tasked with attracting inward investment to Scotland and assisting overseas investors to grow and succeed. The role involved influencing C-Suite executives to consider Scotland as their destination of choice, and to identify appropriate programmes to allow existing investors to grow and flourish.

Rolled out a supply chain performance improvement programme to SME’s  Developed and implemented the Supply Chain Management Training Pathway – a UK first accredited by 3 professional bodies and delivered by 3 universities.

At a time of rapid acquisition, I was responsible for operational due diligence pre-acquisition and the transition of operations post acquisition, ensuring that there was negligible customer service impact For retained sites, I managed the ensuing process integration and production continuityBusiness Process Manager - Flextronics (Promotion) 1999 –2000Developed Supply Chain Processes and Procedures for UK & Ireland (4 sites) and subsequent incorporation into EMEAInitiated and developed the ‘Expect Excellence’ employee development and cultural model, focused on exemplary customer service and market leading KPI’sProgram Manager – Flextronics 1998 –1999Direct P&L responsibility for 3 multi-million pound accounts. The role involved business development, planning and scheduling, maintaining customer service KPI’s, developing Service Level Agreements and Customer Satisfaction IndexesLed 2 ERP implementations, process mapping and redesign