Experience

Premier Vet Alliance

• United Kingdom
• Veterinary Services
• 1 - 100 Employee

• Head Of Customer Experience

  • Oct 2020 - Present

• Global Head of Training

  • Sep 2015 - Sep 2020

  - By 2017, operating in upwards of 500 sites, in 7 worldwide territories: developed a global training strategy to align reporting and pricing systems and streamline training suites for Trainers.- Transformed a per-country Health Care Plan (Product) model into a single global identity.- Introduced virtual meetings to reduce travel costs and improve working efficiency.- Implemented a blended learning strategy, to allow a managed increase in accounts per Trainer, improved training impact at ROB & ROI levels.- Developed new training models to fit different learning styles and hosted coaching workshops for Trainers and clients.- Introduced webinars and hosted to multiple countries – with internal training on the new format – to improve levels of contact with clients, in-turn increasing awareness of the Company, leading to an increase in sales.- Introduced e-Learning software, training staff in the use of ‘Author’ and ‘Learning Management System’ (LMS), allowing for more focused and direct training, microlearning, face to face training support and a training library.- Helped create performance reporting for both Trainers and their clients.

• Senior Practice Support Manager / Trainer

  • Sep 2010 - Sep 2015

  - Produced a saleable, mass-market, customisable, Health Care Plan (Product), from an existing successful small-scale service provision, complete with cost analysis and projections, performance benchmarks and training programme.- Rolled out the Product to 200+ veterinary practices across the UK, tailoring client Practice Management Systems (PMS) for compatibility with the Product’s operational requirements.- Trained and coached new Trainers in the creation and customisation of the Product, its implementation and their training of clients, advising marketing and sales strategies accordingly.- Produced all course and support training material.- Adapted original Product model for the global market and assisted development of new products and services since.- Working with practices to grow and develop their adaptation of the Product, to positively influence client buying habits: as an example, through these initiatives in an on-plan vs. off-plan scenario, over a 1-year period, considering like-for-like pets, the purchase of ‘Wormers’ increased by 231%.



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• United States
• Restaurants
• 1 - 100 Employee

• Portrait and Wedding Photographer

  • Sep 2006 - 2013

  - Freelance Photographer, studio and location-based working. - Freelance Photographer, studio and location-based working.



Pixifoto

• United Kingdom
• Individual and Family Services

• Field Manager

  • Sep 2007 - Apr 2009

  - Direct management of 26 members of staff.- Worked to maximise profitability, through site visits and in-store promotion, scheduling and staff grading.- Developed the business into new site opportunities.- Worked to further improve sales and photography strategies to control costs and maximise sitting revenue.- Scheduled mobile studios into over 250 store locations, in the southwest of England.- Ensured compliance of operating processes and protocols at 3rd-party sites.

• Area Trainer

  • Oct 2003 - Sep 2007

  - Implemented new directions in photography and sales: introducing contemporary photography to compliment traditional methods, changing the way and order photos are taken, resulting in a 100% sales growth over a 6-month period.- Introduced a new sales process that achieved a drop in ‘no-sales’, by 50% in a 12-month period.- Produced, organised and implemented training days and workshops for up to 40 people, across the UK and ROI.- Responsible for the sales targets and development of 26 members of staff, operating across 40 sites weekly.- Training Trainers and Junior Managers in photography, sales, customer service and time management.- Training new Photographers in portrait photography, with a view to maximising revenue from sittings.- Designed training material.

• photographer, sales and mentor

  • Feb 2000 - Feb 2003

  Photographing and selling images mainly of babies aged 0-6 years. I was also responsible for mentoring and training new photographers into the business, with the focus on consistency, quality, and revenue. Photographing and selling images mainly of babies aged 0-6 years. I was also responsible for mentoring and training new photographers into the business, with the focus on consistency, quality, and revenue.



Waitrose & Partners

• United Kingdom
• Retail
• 700 & Above Employee

• Sales Assistant

  • 1995 - 2000