Experience

RNA Analytics Limited

• United Kingdom
• Software Development
• 1 - 100 Employee

• Operations Director

  • Aug 2019 - Present

  Reigate Responsible for the UK operations team, incorporating Finance, Legal, IT, Office Facilities and HR. Working alongside our team in Spain, and assisting the parent company offices in Japan, Taiwan and Korea.



Electric Farm

• United States
• Advertising Services
• 1 - 100 Employee

• Director

  • Nov 2011 - Present



ROCK Insurance Group

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Operations Director

  • Jun 2014 - Jul 2019

  Crawley • Running all aspects of the contact centre in the UK. • Establishing a new contact centre office in India. • Providing a high level of service to our customers and meeting company KPI’s and SLA’s for our partners. • Working with the technical team to redesign systems to improve the customer journey on our websites and streamline the contact centre processes. • Ensuring all my team were fully compliant and trained to meet FCA requirements. • Improving staff morale to deliver… Show more • Running all aspects of the contact centre in the UK. • Establishing a new contact centre office in India. • Providing a high level of service to our customers and meeting company KPI’s and SLA’s for our partners. • Working with the technical team to redesign systems to improve the customer journey on our websites and streamline the contact centre processes. • Ensuring all my team were fully compliant and trained to meet FCA requirements. • Improving staff morale to deliver low staff turnover. • Managing the departmental budget (over £1 million in the current year). • Responsible for all internal aspects of HR for the company. • Office and facilities management. • Deputising for both the Head of Compliance, and the Finance Director during long term sickness, and between appointments. Achievements  Set up a new contact centre in Hyderabad with 20 staff in under 6 months, including training managers in our processes and UK ways of working and training agents in systems, products and financial service compliance. Integrating the office with the telephony system to give customers the correct outcome. Managing the idea of a call centre in India with UK staff, and partners.  Reduced staff attrition in the contact centre from 30% to 19%. The UK average for contact centres is 26%.  Implemented documentation of all company processes which highlighted duplication of work and enabled the company to streamline.  Evaluated and introduced a new telephony system within a 6-month timeframe to enhance delivery of multimedia interactions such as emails, online chat, and SMS and to enable time on emails reduced from over 7 days to 48 hours. Improved call answering times and abandoned calls reduced from over 20% to under 6% on weekly average. Show less



JFA Systems

• Office and Development Manager - Fixed Term

  • Aug 2013 - Jun 2014

  Horley • Assisting the company founder with all aspects of the business. • Creating and running a B2B marketing campaign including managing major exhibitions at Excel. • Managing a team of Project Managers and System Developers to ensure projects were correctly specified to meet the needs of business customers and developed on time and to specification.



Holidaytaxis.com

• Customer Services & Product Delivery Manager

  • Nov 2011 - Aug 2013

  Brighton, United Kingdom • Analyse and improve the customer journey from booking through to delivery of service. • Managing a multilingual customer service contact centre. The team managed calls and emails in 8 different languages from customers and suppliers. • Managing the complaints team to deliver good outcomes for customers, and the company. Using complaints to deliver continuous improvements in service. Achievements  Improved the complaints handling process to reduce turnaround from 30 to less… Show more • Analyse and improve the customer journey from booking through to delivery of service. • Managing a multilingual customer service contact centre. The team managed calls and emails in 8 different languages from customers and suppliers. • Managing the complaints team to deliver good outcomes for customers, and the company. Using complaints to deliver continuous improvements in service. Achievements  Improved the complaints handling process to reduce turnaround from 30 to less than 10 days.  Reorganisation of the contact centre resulted in faster call handling Show less



Holidays 4 UK Ltd

• Managing Director

  • Jun 2003 - Aug 2011

  London and Brighton • Managing all aspects of running a specialist tour operator. • Commercial planning. • IT system management. • Product development. • Marketing. • Customer services. • All aspects of HR for UK and overseas staff. • Liaising on behalf of the company with regulatory bodies and major suppliers such as airlines and hotel chains. Achievements  From 2003 the company expanded their operation from carrying 10,000 holiday makers to Turkey, to over 300,000 in our last… Show more • Managing all aspects of running a specialist tour operator. • Commercial planning. • IT system management. • Product development. • Marketing. • Customer services. • All aspects of HR for UK and overseas staff. • Liaising on behalf of the company with regulatory bodies and major suppliers such as airlines and hotel chains. Achievements  From 2003 the company expanded their operation from carrying 10,000 holiday makers to Turkey, to over 300,000 in our last full year of trading. In this time the number of staff expanded from less than 10 to approx. 100.  In 2006 we were listed in the Sunday Times Fast Track 100 list.  During my tenure I arranged the relocation of the company from London to Brighton, and then a second move to larger premises. This involved all aspects of negotiating contracts for the premises and coordinating the move of IT systems and telephony so there was no downtime for the business during either relocation. Show less



Peak Assistance

• Managing Director

  • Nov 1999 - Sep 2004

  West Sussex • Created and managed a company providing an outsourcing facility for the travel industry. • Company offered marketing, accounting, customer relations and general administration services. • Full time staff of 3, with a portfolio of over 20 casual staff to work on projects as necessary.



Inspirations Holidays

• Director - IT and Customer Services

  • Jan 1997 - Jun 1999

  Horley

• IT Director

  • Jan 1996 - Dec 1996

  Horley

• Marketing Director

  • Oct 1991 - Dec 1995

  Horley Started the Inspirations Greek, Morocco and Kenya programmes. Planned the programmes, supervised the brochure production, priced the holidays. Control of the marketing budget for the above programmes. Ongoing development of the programmes depending on market information.



Sunmed/ Redwing/ Owners Abroad

• Various

  • Jan 1980 - Dec 1991

  Crawley