Experience

PurpleSpace

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

• Learning, Development and Engagement Manager

  • Sep 2022 - Present

• Networkology Learning and Content Manager (HSBC secondee)

  • Sep 2021 - Sep 2022

  Working with a creative, high-performing team to create culture change at large scale - supporting multi-national organisations to introduce fresh ideas to help employees with disabilities bring their authentic selves to work. - Leading the delivery of PurpleSpace Learning & Development programme - Designing monthly Peer Group Learning Sessions to support members build successful ERGs/networks - Building collateral for evidence-based guidance on disability ERG/network approaches… Show more Working with a creative, high-performing team to create culture change at large scale - supporting multi-national organisations to introduce fresh ideas to help employees with disabilities bring their authentic selves to work. - Leading the delivery of PurpleSpace Learning & Development programme - Designing monthly Peer Group Learning Sessions to support members build successful ERGs/networks - Building collateral for evidence-based guidance on disability ERG/network approaches to maximise global impact - Researching a range of maturity models that promote both behavioural and systematic change - Maintaining regular contact with core partners and global members to determine views and new ideas by how we deliver our know-how by digital means - Comms support, creating monthly member newsletters - Creating current and relevant content through monthly Insight Reports



Big Fish Little Fish

• United States
• Entertainment Providers
• 1 - 100 Employee

• Regional Manager

  • Oct 2015 - Present

  Responsibilities ● Running Big Fish Little Fish award winning multinational family music events for Big Fish Little Fish in Scotland ● Negotiating venues, securing festival appearances and booking high profile DJs, performers and building support teams for events across Scotland ● Promoting events and generating sales via social media, writing press releases, undertaking radio and television interviews, liaising with press for event coverage, working with other Regional Managers and… Show more Responsibilities ● Running Big Fish Little Fish award winning multinational family music events for Big Fish Little Fish in Scotland ● Negotiating venues, securing festival appearances and booking high profile DJs, performers and building support teams for events across Scotland ● Promoting events and generating sales via social media, writing press releases, undertaking radio and television interviews, liaising with press for event coverage, working with other Regional Managers and company director to deliver connected and fluid events. ● Operations Manager for each event - dealing with any technical and set up issues and finding means to resolve them - greeting customers, gaining feedback to continually help me review the delivery of events and encouraging social media reviews ● Sharing responsibility as Resident DJ for festival appearances and warm up slots ● Managing team of stewards and event staff to ensure the safe running of events in line with the business' Risk Assessments and Child Safeguarding Policy Successes ● Creating a successful new region of Big Fish Little Fish creating regular sell out events across the country - Linking with Pride Edinburgh to create an inclusive space for LGBTQ+ ‘Rainbow Families’ to celebrate Pride 4 years in a row. In turn, ensuring all of our events are recognised as safe spaces for Rainbow Families ● Successfully securing contracts with new venues and festival slots 5 years running ● Writing engaging content for mailing lists and social media, with over 5,000 subscribers in Scotland ● Producing content for a monthly radio show for Big Fish Little Fish Scotland on Groove City Radio ● Winning Hoop ‘Best Family Event’ award specifically for our Glasgow parties ● Big Fish Little Fish have won multiple awards at Family Arts Festival for 4 years running Show less Responsibilities ● Running Big Fish Little Fish award winning multinational family music events for Big Fish Little Fish in Scotland ● Negotiating venues, securing festival appearances and booking high profile DJs, performers and building support teams for events across Scotland ● Promoting events and generating sales via social media, writing press releases, undertaking radio and television interviews, liaising with press for event coverage, working with other Regional Managers and… Show more Responsibilities ● Running Big Fish Little Fish award winning multinational family music events for Big Fish Little Fish in Scotland ● Negotiating venues, securing festival appearances and booking high profile DJs, performers and building support teams for events across Scotland ● Promoting events and generating sales via social media, writing press releases, undertaking radio and television interviews, liaising with press for event coverage, working with other Regional Managers and company director to deliver connected and fluid events. ● Operations Manager for each event - dealing with any technical and set up issues and finding means to resolve them - greeting customers, gaining feedback to continually help me review the delivery of events and encouraging social media reviews ● Sharing responsibility as Resident DJ for festival appearances and warm up slots ● Managing team of stewards and event staff to ensure the safe running of events in line with the business' Risk Assessments and Child Safeguarding Policy Successes ● Creating a successful new region of Big Fish Little Fish creating regular sell out events across the country - Linking with Pride Edinburgh to create an inclusive space for LGBTQ+ ‘Rainbow Families’ to celebrate Pride 4 years in a row. In turn, ensuring all of our events are recognised as safe spaces for Rainbow Families ● Successfully securing contracts with new venues and festival slots 5 years running ● Writing engaging content for mailing lists and social media, with over 5,000 subscribers in Scotland ● Producing content for a monthly radio show for Big Fish Little Fish Scotland on Groove City Radio ● Winning Hoop ‘Best Family Event’ award specifically for our Glasgow parties ● Big Fish Little Fish have won multiple awards at Family Arts Festival for 4 years running Show less



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Escalated Complaints Advocate

  • Apr 2020 - Sep 2021

  Responsibilities • Compiling case assessments for Financial Ombudsman Service • Ensuring correct procedures have been followed and that the response provided has been appropriate • Providing a detailed, clear timeline of events along with guidance for what we should have done to correct problems and offering solutions to rectify at the escalated level • Liaising with product managers and support teams to ensure issues are escalated to minimise reputational… Show more Responsibilities • Compiling case assessments for Financial Ombudsman Service • Ensuring correct procedures have been followed and that the response provided has been appropriate • Providing a detailed, clear timeline of events along with guidance for what we should have done to correct problems and offering solutions to rectify at the escalated level • Liaising with product managers and support teams to ensure issues are escalated to minimise reputational impact Successes • Consistently exceeding departmental productivity targets • Twice nominated for HSBC's prestigious Extraordinary People Awards for handling of vulnerable customer cases • Raised over £7,000 for charities including SANDs, Women v Cancer and SAMH creating music events for the public, but also to encourage social involvement for HSBC staff • Subject Matter Expert is complaint solutions for vulnerable and disabled customers

• Assistant Customer Experience Manager

  • Dec 2018 - Apr 2020

  Responsibilities • Managing multiple key projects at a time • Connecting with stakeholders across the business to support implementation of FIV projects and processes • Confidently proposing changes and obtain positive support from key stakeholders • Creating and maintaining milestone plans of projects, escalating any RAG status Successes • Selected for the Executive-endorsed secondment due to proven commitments to dealing with vulnerable customers • Content Editor of… Show more Responsibilities • Managing multiple key projects at a time • Connecting with stakeholders across the business to support implementation of FIV projects and processes • Confidently proposing changes and obtain positive support from key stakeholders • Creating and maintaining milestone plans of projects, escalating any RAG status Successes • Selected for the Executive-endorsed secondment due to proven commitments to dealing with vulnerable customers • Content Editor of Accessibility pages of public website to make it more human and approachable for customers facing difficult circumstances • Led staff of a senior grade through delivery of new implementation tool to allow frontline to identify vulnerable customers, creating new procedures and training materials for frontline users • Maintained the Financial Inclusion and Vulnerability Team SharePoint, editing and proposing changes • Identified key opportunity for HSBC to be an industry leader in initiating the Sunflower Lanyard Scheme. Secured funding, network support, created procedures, training guides and built solid relationship with scheme operators. • Guiding and supporting frontline staff with enquiries through specialist team inbox to ensure they were supported in giving vulnerable customers the right assistance.

• Complaints Assessor

  • May 2003 - Dec 2018

  Investigating complex card complaint cases within regulatory timescales Providing satisfactory resolution to complaints, taking into consideration the impact the situation has caused the customer on an individual basis Responding to the customer with a high degree of accuracy, empathy and clarity in both verbal and written communication Liaising with product managers and support teams to ensure issues are escalated to minimise reputational impact