Experience

huunuu

• United Kingdom
• Professional Training and Coaching
• 1 - 100 Employee

• The Bosses Boss!

  • Jan 2013 - Present

  Co-Founder serial smiler and learner. Leading and learning everyday as we create and deliver experiential wellbeing training to build resilience for businesses & individuals. In the past 10 years we've talked and challenged ourselves and others to talk about life, death and legacy. Our journey has developed and our learning is extensive and along the way sadly we've had to deal with many of our own experiences as well as those close to us. Life can be tough, we know! But the… Show more Co-Founder serial smiler and learner. Leading and learning everyday as we create and deliver experiential wellbeing training to build resilience for businesses & individuals. In the past 10 years we've talked and challenged ourselves and others to talk about life, death and legacy. Our journey has developed and our learning is extensive and along the way sadly we've had to deal with many of our own experiences as well as those close to us. Life can be tough, we know! But the tools we create and deliver give teams and individuals a tangible learning experience that impacts EVERYONE! Show less Co-Founder serial smiler and learner. Leading and learning everyday as we create and deliver experiential wellbeing training to build resilience for businesses & individuals. In the past 10 years we've talked and challenged ourselves and others to talk about life, death and legacy. Our journey has developed and our learning is extensive and along the way sadly we've had to deal with many of our own experiences as well as those close to us. Life can be tough, we know! But the… Show more Co-Founder serial smiler and learner. Leading and learning everyday as we create and deliver experiential wellbeing training to build resilience for businesses & individuals. In the past 10 years we've talked and challenged ourselves and others to talk about life, death and legacy. Our journey has developed and our learning is extensive and along the way sadly we've had to deal with many of our own experiences as well as those close to us. Life can be tough, we know! But the tools we create and deliver give teams and individuals a tangible learning experience that impacts EVERYONE! Show less



CMCS Ltd

• United Kingdom
• Civil Engineering
• 1 - 100 Employee

• Managing Director

  • Jan 2009 - Sep 2020

  Management Consultancy and Interim Management - working in various locations, industry sectors and with different cultures. Providing insight into the actions that create transformational change and deliver a good experience the customer. Management Consultancy and Interim Management - working in various locations, industry sectors and with different cultures. Providing insight into the actions that create transformational change and deliver a good experience the customer.



N&R Limited

• United Kingdom
• IT Services and IT Consulting

• Naked and Restless Consultant

  • Jul 2012 - Nov 2019

  Living the values of being Naked and Restless through 1:1 Executive coaching, Leadership and Team Development focusing on Organisational Health. Living the values of being Naked and Restless through 1:1 Executive coaching, Leadership and Team Development focusing on Organisational Health.



Bramley Lakes Ltd

• Director

  • Jul 2012 - Apr 2019

  Visit www.bramleylakes.com Outdoor Centre providers of Leadership and Team Development Journeys and experiential learning programmes to improve leadership skills. Visit www.bramleylakes.com Outdoor Centre providers of Leadership and Team Development Journeys and experiential learning programmes to improve leadership skills.



Brent Council

• United Kingdom
• Government Administration
• 700 & Above Employee

• Interim Head of Customer Services

  • Feb 2012 - Apr 2012

  Interim Head of Service focusing on cultural change, people development and supporting the service through the current stage of transformation. Interim Head of Service focusing on cultural change, people development and supporting the service through the current stage of transformation.



Legal and General

• Ireland
• Retail

• Contact Transformation Business Architect

  • Mar 2011 - Sep 2011

  Industry expertise and advice to facilitate the transformation of the Customer contact experience, facilitating the design of the strategic operating model, management development and implementing the supporting components that have improved, developed and will sustain a positive 'customer' experience. Industry expertise and advice to facilitate the transformation of the Customer contact experience, facilitating the design of the strategic operating model, management development and implementing the supporting components that have improved, developed and will sustain a positive 'customer' experience.



Balfour Beatty Workplace

• Customer Services Business Solutions Architect

  • Jan 2011 - Jun 2011

  Customer services solutions lead for the bid team. Advice support and solutions design for key bid submissions to potential partners looking to outsource their services. Customer services solutions lead for the bid team. Advice support and solutions design for key bid submissions to potential partners looking to outsource their services.



Cornwall Council

• United Kingdom
• Government Administration
• 700 & Above Employee

• Interim Head of Customer Services

  • Jan 2009 - Nov 2010

  Accountable for the transition and transformation of Cornwall Council customer contact, by bringing together 7 organisations and creating a single Customer Care service, for the largest Unitary Council in the UK. Responsible for the strategic development and the multi sited operational delivery of 23 One Stop Shops, a mobile service and 4 Contact Centres. Part of the initial core team of 4 developing a model for the delivery of a large scale shared services venture at Cornwall Council. CC… Show more Accountable for the transition and transformation of Cornwall Council customer contact, by bringing together 7 organisations and creating a single Customer Care service, for the largest Unitary Council in the UK. Responsible for the strategic development and the multi sited operational delivery of 23 One Stop Shops, a mobile service and 4 Contact Centres. Part of the initial core team of 4 developing a model for the delivery of a large scale shared services venture at Cornwall Council. CC is one of the largest unitary authorities in the country with 25,000 staff, 123 Elected Members. Show less Accountable for the transition and transformation of Cornwall Council customer contact, by bringing together 7 organisations and creating a single Customer Care service, for the largest Unitary Council in the UK. Responsible for the strategic development and the multi sited operational delivery of 23 One Stop Shops, a mobile service and 4 Contact Centres. Part of the initial core team of 4 developing a model for the delivery of a large scale shared services venture at Cornwall Council. CC… Show more Accountable for the transition and transformation of Cornwall Council customer contact, by bringing together 7 organisations and creating a single Customer Care service, for the largest Unitary Council in the UK. Responsible for the strategic development and the multi sited operational delivery of 23 One Stop Shops, a mobile service and 4 Contact Centres. Part of the initial core team of 4 developing a model for the delivery of a large scale shared services venture at Cornwall Council. CC is one of the largest unitary authorities in the country with 25,000 staff, 123 Elected Members. Show less



Great Yarmouth Borough Council

• United Kingdom
• Government Administration
• 100 - 200 Employee

• Head of Customer Services

  • Oct 2005 - Dec 2008

  A Chief Officer role with a broad remit of Corporate Services with responsibility for achieving the transformational government agenda, with accountability for: Corporate Contact Centre for all major departments ICT services provision of support and development General Administration, Post and Scanning, facilities management , Health and safety Programme Office, Corporate Improvement and development Media, Press, Communications and Diversity A Chief Officer role with a broad remit of Corporate Services with responsibility for achieving the transformational government agenda, with accountability for: Corporate Contact Centre for all major departments ICT services provision of support and development General Administration, Post and Scanning, facilities management , Health and safety Programme Office, Corporate Improvement and development Media, Press, Communications and Diversity



Norfolk County Council

• United Kingdom
• Government Administration
• 700 & Above Employee

• Head of Customer Services Program

  • Dec 2002 - Oct 2005

  A Chief Officer role with responsibility for introducing, developing and delivering a green field Customer Services function into Norfolk County Council and their partners. Which included the Programme management and set up of a 60 seat Multi skilled Contact Centre. Challenge the service delivery channels and identify improvements and savings Corporate representation for the Customer and front office on ICT Projects and implementation A Chief Officer role with responsibility for introducing, developing and delivering a green field Customer Services function into Norfolk County Council and their partners. Which included the Programme management and set up of a 60 seat Multi skilled Contact Centre. Challenge the service delivery channels and identify improvements and savings Corporate representation for the Customer and front office on ICT Projects and implementation



AMP Financial Services

• Australia
• Investment Management

• Contact Centre Manager

  • Oct 2000 - Jul 2002

  Project and operational management of a Contact Centre set-up supporting the first public web enabled sharedealing site. Multi sited Peterborough, London, Cardiff, Bristol, Tunbridge Wells Sept 01 – July 02 short-term role to identify multiple retention strategies across brands. Project and operational management of a Contact Centre set-up supporting the first public web enabled sharedealing site. Multi sited Peterborough, London, Cardiff, Bristol, Tunbridge Wells Sept 01 – July 02 short-term role to identify multiple retention strategies across brands.



Virgin Direct

• United States
• Wholesale
• 1 - 100 Employee

• Customer Services Manager

  • Aug 1996 - Oct 2000

  Day to day management of award winning Call Centre winning Diamond SR Tele Performance for 3 consecutive years at international level. Reduction of head count and consolidation of Call Centres. During my time with Virgin I had the opportunity to develop and improve my skills and gain valuable experience across a highly successful brand. The organisation grew from 50+ people to 3 organisations employing over 1000 people. Some of my key achievements during my 5 years at Virgin Joint… Show more Day to day management of award winning Call Centre winning Diamond SR Tele Performance for 3 consecutive years at international level. Reduction of head count and consolidation of Call Centres. During my time with Virgin I had the opportunity to develop and improve my skills and gain valuable experience across a highly successful brand. The organisation grew from 50+ people to 3 organisations employing over 1000 people. Some of my key achievements during my 5 years at Virgin Joint responsibility for the annual party at Richard Branson’s house for 55,000 guests over 5 days for a few years. Increase of Pep sales through alternative routes to market.

• Call Centre Manager

  • 1999 - 2000

  Name change to Virgin Money