Experience

finova

• United Kingdom
• Software Development
• 200 - 300 Employee

• Key Account Manager

  • Mar 2023 - Present

  London, England, United Kingdom Responsible for a portfolio of key clients across the banking and financial services sector. Promoting finova's broad range of banking SaaS solutions and over seeing client development, project implementation and success. Clients include Aviva, Cambridge Building Society, Aldermore and West Bromwich Building Society.



Service Innovation Group UK

• United Kingdom
• Advertising Services
• 1 - 100 Employee

• Client Operations Director

  • Oct 2022 - Mar 2023

• Client Service Director

  • Jan 2018 - Oct 2022

  Watford, United Kingdom Accountable for the commercial and operational performance of key clients within the SIG client portfolio. Responsible for the development and growth of an international team covering EMEA and APAC for global clients. Increased strategic partnerships across EMEA and APAC from 4 to over 20. Primarily focused on our Financial client base within the card payment and payment solutions sector.



M3ST

• Telecommunications

• Sales and Operations Director/Founder

  • Jan 2012 - Nov 2017

  St Neots - Commercial Sales/Client Director of a wholesale telecom service provider; primarily responsible for managing and developing global accounts, introducing and executing internal and external strategic plans and implementing robust performance controls. - Working in partnership with a large portfolio of clients and successfully streamlining operations to maximise efficiencies, ROI and best practice. - Responsible for budgeting, P&L and expenditure for each account and pricing… Show more - Commercial Sales/Client Director of a wholesale telecom service provider; primarily responsible for managing and developing global accounts, introducing and executing internal and external strategic plans and implementing robust performance controls. - Working in partnership with a large portfolio of clients and successfully streamlining operations to maximise efficiencies, ROI and best practice. - Responsible for budgeting, P&L and expenditure for each account and pricing structures. - Maximising existing client business levels as well as identifying new opportunities; responsible for account pitches, presentations and on-going relations / service Show less



Data Locator Group Ltd (DLG)

• United Kingdom
• Advertising Services
• 1 - 100 Employee

• Head of Tele-Marketing

  • Aug 2010 - Jan 2012

  Watford, United Kingdom - Responsible for the delivery of Tele-Marketing Campaigns for multinational blue chip companies, such as Eon and British Gas - Managed a team of 100+ call centre agents and set / monitored quality benchmarks in-line with SLAs. - Identified and managed outsourcing partners; controlled full lifecycle of campaigns (writing scripts to delivery). - Successfully integrated campaigns into larger marketing activities involving direct mail and email, set price strategies with partners and… Show more - Responsible for the delivery of Tele-Marketing Campaigns for multinational blue chip companies, such as Eon and British Gas - Managed a team of 100+ call centre agents and set / monitored quality benchmarks in-line with SLAs. - Identified and managed outsourcing partners; controlled full lifecycle of campaigns (writing scripts to delivery). - Successfully integrated campaigns into larger marketing activities involving direct mail and email, set price strategies with partners and analysed data results (data churns, conversion rates, call handling times). - Ensured all regulations were adhered to including TPS, OFCOM and DPA. - Instrumental in the measurable increase of outsourced partners (4 to 20 – off and on shore) and significantly improved service and quality of data from affiliates. Show less



SNR Consulting Ltd

• Director

  • Mar 2009 - Mar 2011

  Management Consultant Company specialising in Call Centre and Tele-Marketing Industries.



Quantum Marketing

• United Kingdom
• Marketing Services
• 100 - 200 Employee

• Sales and Operations Manager

  • Mar 2009 - Jul 2010

  Primary responsibilities include client management and associated reporting whilst managing the scheduling and training of sales agents across differing sales propositions to call across UK, ASIA PAC and EMEA as well as advanced management of databases and data analysis. Managed a team of 8 Team Leaders who looked after up to 220 Tele-Marketing Consultants across the Sales Centre. •Managing Accounts/Telemarketing Projects from conception to completion across UK directed at the B2B… Show more Primary responsibilities include client management and associated reporting whilst managing the scheduling and training of sales agents across differing sales propositions to call across UK, ASIA PAC and EMEA as well as advanced management of databases and data analysis. Managed a team of 8 Team Leaders who looked after up to 220 Tele-Marketing Consultants across the Sales Centre. •Managing Accounts/Telemarketing Projects from conception to completion across UK directed at the B2B market. Managing inbound lead generation from direct marketing activities and converting into qualified leads. •Reporting – Internal and external reports based on in-depth analysis of results. •Identifying trends for clients to proactively set-up new marketing campaigns and increase revenue. •Delivering results and Quality Control of output to client. •Planning effective scheduling of people and programmes. •Liaising with clients to collaborate on marketing approach and consequently develop caller guide. • Performance management, PIP and team development. • Recruitment, training, appraisal and counselling of the team. • Advanced understanding of databases, project management and data analysis. Show less



Bank of America

• United States
• Banking
• 700 & Above Employee

• Sales and Operations Team Manager

  • Jan 2003 - Mar 2009

  Watford, England, United Kingdom Loans.co.uk was a Secured Finance Broker. Initially privatley owned and later part of Bank of America. Lead teams within Underwriting, Sales, Processing, and Client Retention and Complaint Department. Managed and set up complaints and customer service department to handle inbound calls relating to data protection breach and serice complaints including sales process and PPI enquiries. Responsible for overall performance of up to 25 people of varying roles. Including productivity… Show more Loans.co.uk was a Secured Finance Broker. Initially privatley owned and later part of Bank of America. Lead teams within Underwriting, Sales, Processing, and Client Retention and Complaint Department. Managed and set up complaints and customer service department to handle inbound calls relating to data protection breach and serice complaints including sales process and PPI enquiries. Responsible for overall performance of up to 25 people of varying roles. Including productivity, Financial regulation, compliance and customer service. Maintaining internal and external SLA’s Ensuring FSA and FISA Regulations were adhered to at all times. Monitoring customer calls to keep in line with compliance regulations. Set up the Retention department, tasked with converting declines into completed deals in quick and efficient turnaround times. Running department monthly incentives Resource Planning Ensuring ‘Best Fit’ and ‘TCF’ for customers at all stages of the process. Providing Management information at director level and also analysis on productivity and efficiency Show less



David Lloyd Leisure

• United Kingdom
• Wellness and Fitness Services
• 700 & Above Employee

• Supervisor, Duty Manager

  • Jan 1997 - 2003

  Watford, United Kingdom During my 6 years at David Lloyd leisure I held various positions from Bar supervisor, Lifeguard, and finally Duty Manager.