Experience

Gobeyond Partners

• United Kingdom
• Business Consulting and Services
• 100 - 200 Employee

• Senior Consultant

  • Jan 2023 - Present

• Consultant

  • Aug 2021 - Jan 2023

  Working with a wide variety of clients across multiple industries including Finance, Heathcare and Retail among others. Our role is to help them understand the complex challenges they are facing and work collaboratively using our established methods and experiences in Operational Excellence, Business Development and Stakeholder Engagement to drive sustainable solutions



Webhelp

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Quality Manager

  • May 2019 - Aug 2021

  Coaching and leading a dedicated team of Quality Coaches and Calibrators in driving an enhanced operational performance and improving customer experience by ensuring alignment to the Quality Framework. Operating a '3 Lines of Defence' model to ensure governance and compliance. Also driving actionable insight and performance improvements within the Operation utilising DMAIC and Lean Six Sigma Methodologies to conduct root cause analysis and deliver solutions Coaching and leading a dedicated team of Quality Coaches and Calibrators in driving an enhanced operational performance and improving customer experience by ensuring alignment to the Quality Framework. Operating a '3 Lines of Defence' model to ensure governance and compliance. Also driving actionable insight and performance improvements within the Operation utilising DMAIC and Lean Six Sigma Methodologies to conduct root cause analysis and deliver solutions



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Operational Change Support

  • Jun 2017 - Apr 2019

  Change Specialist in Home BroadbandManaged operational delivery of new state of the art diagnostic tool, blending Agile IT Delivery within the governance and process driven environment of Customer Operations. Also responsbile for continuous delivery of Operational Efficiency and reduction in rejected and delayed order volumes, helping to drive down repeat contacts, cost and complaints while improving tNPS and Customer Experience.

• Team Leader

  • Jan 2015 - Jun 2017

  Team Leader in a start-up campaign for our new Home Phone and Broadband service. I have been at the cutting edge of the launch of the new project and have contributed to several elements of the operations start-up e.g. process mapping, document control, planning & scheduling, analysis and development.Coached and led teams in both customer facing and back-office functions in delivering excellent customer support as well as liaising with various support teams and partner functions



Webhelp

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Team Leader

  • Oct 2011 - Dec 2014

  Team Leader for high performing and multi faceted customer support teams working across both Consumer and Enterprise functions. Progressed through company programmes from Adviser to Deputy Team Leader before moving to Team Leaders, achieving ILM Level 2 for Leadership & People Management in the process Team Leader for high performing and multi faceted customer support teams working across both Consumer and Enterprise functions. Progressed through company programmes from Adviser to Deputy Team Leader before moving to Team Leaders, achieving ILM Level 2 for Leadership & People Management in the process