Experience

Ecotricity

• United Kingdom
• Utilities
• 300 - 400 Employee

• Strategic CX Manager

  • Dec 2023 - Present



Novuna Vehicle Solutions

• United Kingdom
• Financial Services
• 200 - 300 Employee

• CX Optimisation Manager

  • Feb 2022 - Aug 2023

  Newbury, England, United Kingdom Sustaining a continuous improvement culture through identifying, documenting and implementing process improvements across Customer Experience (CX) teams, leading to more efficient methods of delivering our customer commitments, both internally and externally, resulting in increased Customer Satisfaction. Continuation of job role from November 2021 - Company name change.



Hitachi Capital (UK) PLC

• CX Optimisation Manager

  • Nov 2021 - Feb 2022



Novuna Vehicle Solutions

• United Kingdom
• Financial Services
• 200 - 300 Employee

• Corporate Customer Service Manager

  • Jul 2017 - Oct 2021

  Newbury, Berkshire, United Kingdom Responsible for over seeing our Corporate Customer Teams, our dedicated Daily Rentals team, Customer Payroll Team, Customer Fleet Managers, Orders and Renewals, all at varying times throughout this roll, ensuring high quality work was attained and strategically drive the teams forward to deliver a seamless Customer journey.

• Customer Service Team Leader

  • Mar 2016 - Jun 2017

  Newbury, Berkshire, United Kingdom Managing a team of 12 Customer Service Co-Ordinators in the Value Partner team. Each Co-ordinator had their own portfolio of customers, with a mixed product base. Delivery of excellent Customer Service was the core focus of the team, through building direct relationships with customers. I built the team up from 5 to 12 in a period of 5 months, after presenting a business case to my Senior Leadership Team member, regarding the additional headcount requirement. This enabled the single… Show more Managing a team of 12 Customer Service Co-Ordinators in the Value Partner team. Each Co-ordinator had their own portfolio of customers, with a mixed product base. Delivery of excellent Customer Service was the core focus of the team, through building direct relationships with customers. I built the team up from 5 to 12 in a period of 5 months, after presenting a business case to my Senior Leadership Team member, regarding the additional headcount requirement. This enabled the single points of dependency to be dissolved and a cross functional team created.



Curtains and Soft Furnishings

• Proprietor

  • Jul 2015 - Mar 2016

  Offering a personal and bespoke service for made to measure curtains, alterations and soft furnishings: cushions, tie backs, storage boxes, bean bag covers etc. If there is something you would like made, just ask!



The Guelder Rose

• Florist

  • Jun 2015 - Mar 2016

  Royal Wootton Bassett



Arval BNP Paribas Group

• France
• Financial Services
• 700 & Above Employee

• Sales Transition Manager

  • Sep 2014 - May 2015

• Team Manager

  • Jun 2013 - Sep 2014

• Team Leader (Secondment)

  • May 2011 - May 2013

• Sales Executive

  • Jul 2006 - May 2011

• Vehicle Purchasing Advisor

  • Sep 2004 - Jul 2006



Thames Water

• United Kingdom
• Utilities
• 700 & Above Employee

• Arrears and Collections Agent

  • Oct 1999 - Sep 2004

• Correspondent agent - Free Metering Project

  • Aug 1997 - Oct 1999

• Account Management Agent

  • Jul 1996 - Aug 1997

• Adminstration assistant

  • Jul 1994 - Jul 1996