Experience

Navenio

• United Kingdom
• Software Development
• 1 - 100 Employee

• Senior Change Management Consultant

  • Jul 2019 - Present

• Implementation Lead

  • Feb 2018 - Present

  Navenio has developed infrastructure-free, highly scalable, accurate and robust indoor location solutions - built on award-winning and world leading research from the University of Oxford - that utilise existing smartphone devices to localise people within a broad range of contexts and markets.The Navenio solution provides a dramatic improvement on other indoor localisation technologies, having the ability to locate people without the need for implementing, managing or surveying any new building hardware such as beacons or wi-fi.As a result, Navenio can deliver highly scalable and frictionless indoor location solutions for everyone, everywhere.Our consistent accuracy, to within just a few metres, enables support of a wide variety of use cases for businesses, consumers and employees.We are working with a variety of customers, in healthcare and retail, as well as global companies with full scale app coverage, looking to improve customer personalisation and ad targeting. All made possible by Navenio's rapidly scalable, infrastructure-free solutions. Show less

• Implementation Support Coordinator

  • Feb 2017 - Feb 2018



Hospedia Ltd

• United Kingdom
• Hospitals and Health Care
• 1 - 100 Employee

• Client Liaison Coordinator

  • Apr 2015 - Feb 2017

  Improving awareness and utilisation of services through a range of on-screen and site based initiatives. • Manage the sign-up and mobilisation of hospital volunteers, along with a ‘taster’ voucher scheme, to help and encourage patients to use the bedside entertainment system. To date we have mobilised 70 groups, comprising approx 350 volunteers.• The management of our on-screen adverts, promoting key events, along with our special offers and services across our 67,000+ bedside terminals• The creation and management of our on-screen surveys to gather feedback from users on our services and their hospital stay, and the subsequent collation of that data to inform the service roadmap etc.• Manage the raft of on demand content (movies and audio book titles) available on our systems, coordinating new titles on a monthly basis with providers such as Filmbank, UIP and Spoken Ink.• Regular site visits across our UK estate to support the rollout of new services, check customer experience and interact with hospital staff.• Regular email communications to our client base, to keep them informed of special offers and new services.• Part of a small team developing the marketing for and the deployment of the new Hospedia mobile app - allowing friends and relatives to manage a patient’s bedside entertainment account remotely. Show less

• Call Centre Performance and Projects Manager

  • Oct 2013 - Mar 2015

  Improving performance and customer service across the call centre team. • Profiling of call centre staff to determine high performance attributes and using that data to improve hiring criteria, staff productivity and retention.• Collation and management of a raft of KPI’s and associated processes to manage the performance of 150+ staff, including hands-on coaching sessions.• The creation and management of ‘live data’ driven incentive schemes to motivate staff, increase yield per customer and improve customer service levels.• The creation and coordination of internal communications to ensure the team were kept fully informed on best practice, business changes, rollouts, new services etc. Show less

• Marketing Communications and Telesales Coordinator

  • Jan 2012 - Sep 2013

  Driving greater awareness and sales of our services across both our B2B and B2C customer base. • The creation and management of monthly email communications to promote awareness of our services to our 3000+ B2B contacts across 150+ NHS hospitals• The management of our on-screen adverts, promoting key events, along with our special offers and services across our 67,000+ bedside terminals• Part of a small team that created an online advertising portal, enabling local businesses to advertise to patients during their stay in hospital via the bedside entertainment system• Built and managed a portfolio of taxi accounts, enabling patients and visitors to book a taxi either via the bedside entertainment system or public area payphones. Closing 30+ deals within a 14 month timeframe.• Brought 50+ hospital sites to trial to demonstrate the power and insight of our survey system, providing a fascinating insight into patient nutrition and fluid intake during a stay in hospital and demonstrating a need for our other hospital services (meal ordering, patient information, clinical workflow etc)• Responsible for the ‘over the phone’ sign-up to services or the booking of appointments for our field sales team, as appropriate to the product.• Also acted as the call centre coordinator for the development of the Hospedia white label software being built to address the needs of the domestic and international healthcare markets. Show less

• Call Centre Team Leader

  • Dec 2009 - Dec 2011

  Day to day line management of a team of 30 call centre operators, working in the 24/7 Hospedia call centre in Dumfries. • The call centre was taking around 13k calls per day – a mixture of sales, customer service and fault related calls.• Responsibilities included coaching, compliance monitoring, HR and performance management.