Experience

easyfundraising

• United Kingdom
• Fundraising
• 1 - 100 Employee

• Relationship fundraising/business community manager

  • Aug 2019 - Present

  Supporting businesses , charities and good causes to maximise fundraising through the easyfundraising platform Supporting businesses , charities and good causes to maximise fundraising through the easyfundraising platform



Optima Health (OH&W)

• United Kingdom
• Wellness and Fitness Services
• 400 - 500 Employee

• Account and Service Delivery Manager

  • Aug 2017 - May 2019

  Responsible for the account management of a number of contracts providing occupational health services across a range of industries including construction, utilities and public sector. Delivering KPIs and SLAs working in partnership with clients to keep their people well at work, both physically and mentally, thereby reducing absence and maximising productivity. Identifying trends and advising on preventative and supportive solutions utilising our network of clinicians, mental health, musculoskeletal and wellbeing experts. Delivering exceptional customer service working together with administration, planning and clinical operational managers, with the objective of retaining contracts and obtaining new business



Planned career break

• West Midlands

• Planned career break

  • Feb 2017 - Aug 2017



Intelligent Office UK

• United Kingdom
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Senior Account and Service Delivery Manager

  • May 2007 - Feb 2017

  Implementation, operational and account management of Intelligent Office support services including secretarial, document production, facilities, post room, reprographics, reception and hospitality for six different law firms (multi sited) at various times during this period Client responsibilities: account management of IO contracts for high worth clients working in partnership with key stakeholders to drive change, affect excellent client relationships and deliver organic growth. To identify process improvements and efficiencies to realise cost savings and improve productivity and deliver contractual SLAs and KPIs. People responsibilities: employee engagement; people management, leadership and coaching; performance management and training and development of staff at all levels



Scottish and Newcastle

• Food and Beverage Services
• 1 - 100 Employee

• Telesales Team Manager

  • Oct 2005 - Apr 2007

  Performance managing and coaching a team of seventeen outbound Telesales Advisors. Responsible for all aspects of people management, including objective setting and review, training needs analysis, and personal development. Working closely with senior Sales Directors to ensure successful delivery of their business objectives, including all product volume and distribution sales targets. Performance managing and coaching a team of seventeen outbound Telesales Advisors. Responsible for all aspects of people management, including objective setting and review, training needs analysis, and personal development. Working closely with senior Sales Directors to ensure successful delivery of their business objectives, including all product volume and distribution sales targets.



BT Group

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Employee Engagement and Change Manager

  • Jul 2001 - Oct 2005

  Provided consulting expertise to senior stakeholders to develop and implement employee engagement and change management strategies for major business initiatives and programmes resulting in the on-going improvement of employee satisfaction results and overall productivity.Worked alongside operational teams to carry out full training needs analysis. Delivery of tailored, dynamic and impactful training programmes, designed to change habits and improve behaviours.Led on the implementation of a talent management programme, identifying the leaders of the futureFacilitated cycle of service workshops, identifying ways to improve the customer experience

• Customer Service Transformation Manager

  • Aug 1998 - Jul 2001

  Leading and supporting on specific projects and initiatives relating to the delivery of major efficiency improvement programmes across the Customer Service organisation.

• Customer Service Team Manager, BT Residential Sales and Billing

  • Apr 1995 - Aug 1998

  Performance managing a team of twenty Customer Service Advisors, developing and coaching them to achieve agreed targets and objectives.

• Contact Centre advisor and Resource Management Scheduler

  • Nov 1989 - Apr 1995

  Dealing with inbound residential sales and billing enquiries. Scheduling contact centre resource rotas