Experience

Aerial Direct

• United Kingdom
• Telecommunications
• 100 - 200 Employee

• Head of Compliance

  • Sep 2016 - Present

• Senior Manager Quality Assurance

  • Nov 2015 - Aug 2016

  Responsible for Quality Assurance and Compliance for all departments within Aerial Direct in addition to driving significant business change through implementation of customer service focussed campaigns.



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Retail Senior Manager

  • Dec 2014 - Oct 2015

  As a Senior Manager within Vodafone responsible for 1 of the Top 10 grossing sites from 535 across the UK, labelling it as an 'Elite' business. Success came in the shape of: • Instantly improving Compliance/Audit results from an unsustainable position to consistent compliant status from the outset of my tenure, positively impacting P&L. • Changing customer service culture across a large team, shifting Net Promoter Scores from consistently poor, to example setting performance. This led to becoming regional lead for customer service to support and shape performance/culture across +150 employees. • Built strong foundations, producing a winning team, which led to delivering No1 Regional/Divisional performance across all KPI's within 'elite status' stores. • Significant Business change was experienced through offering 'Fixed line and Broadband' solutions, which I ensured productivity was centralised and fed back through the correct departments to support the employee and customer journey, this led to our region being No1 during pre and post national rollout. As an experienced Manager I quickly became a support mechanism for my direct and indirect reports within Vodafone, ensuring attitude and behaviours were aligned to the businesses vision and values. Vodafone is an exciting business, and one I was proud to be a part of as I only have positive associations for the leadership team which I was fortunate to be operate with. My departure came from an exciting opportunity which was presented to me through prior successful business relationships. Show less



Phones 4u

• United Kingdom
• Executive Offices
• 300 - 400 Employee

• Area Manager

  • May 2013 - Oct 2014

  Accountable across multiple sites, amongst them is the highest achieving flagship store on the South Coast region, performing at the top 1% of the entire business across NPS & Revenue generation.My core driver is using my experience, skills and attributes to support, guide and develop my team members to the next level, to which I've been a catalyst in progressing successful managers during my tenure, which is a key motivation for me.I must forward plan, be time effective, manage the teams using different methods and strategies as remote management is naturally part of my day to day.Standard responsibilities include building, maintaining 1st class teams and a great environment for the customer, whilst exceeding targets and KPI's, maximising sales and profitability in a compliant way whilst delivering exceptional customer service standards.In addition to ensuring consistent delivery of the retail model across the sites I also deputise and support my Associate Regional Director with a number of core initiatives for the business.Due to private equity firm BC Partners appointing administrators PwC to Phones 4u Ltd I supported store closures across the estate and retained employees as a voted employee representative. Show less

• Senior Retail Store Manager - Flagship

  • May 2011 - Apr 2013

  My responsibilities are to build and maintain a 1st class team and a great environment for the customer, whilst exceeding targets and KPI's, maximising sales and profitability in a compliant way whilst delivering exceptional customer service standards.Being a senior Store manager, in addition to ensuring consistent delivery of the retail model within a flagship store I also deputise and support my Associate Regional Director with a number of core initiatives for the business.

• Senior Retail Store Manager

  • May 2008 - Apr 2011

  As above. Promoted to Flagship store

• Retail Store Manager

  • Jun 2007 - Apr 2008

  I quickly led Bognor Regis to be the No1 store in the south division for sales performance during my tenure, leading to promotion.

• Deputy Manager

  • Jul 2005 - May 2007

• Sales Consultant

  • Jul 2003 - Jun 2005



Virgin Media

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Regional Virgin Media Ambassador

  • Jan 2014 - Sep 2014

  Appointed as a 'Virgin Media' ambassador within Phones 4u supporting 44 stores and 280 employees which involves building relationships, communicating, coaching and shaping performance to achieve growth in this sector. Reporting to Virgin Media National Account Executive. Appointed as a 'Virgin Media' ambassador within Phones 4u supporting 44 stores and 280 employees which involves building relationships, communicating, coaching and shaping performance to achieve growth in this sector. Reporting to Virgin Media National Account Executive.



Sport & Ski

• Portsmouth, United Kingdom

• Part-time Sales Supervisor

  • Jan 2000 - Jun 2003