Experience

FM Outsource

• United Kingdom
• Business Consulting and Services
• 1 - 100 Employee

• Chief Executive Officer

  • Feb 2018 - Present

  As CEO at FM Outsource, my goal is to lead the business safely through its growth now that we are leaving the start-up days behind. My focus is on creating strategic goals, setting a precedent for operational innovation and improvement, and steering our culture as the business continues it's impressive growth trajectory. Our internal strapline is 'Serving Happiness', and that was meant to be interpreted in more ways than one. It's not just a promise to clients, but a promise to the business itself. My team is authentic, a group of people that I know incredibly well, and trust. Whilst my role changes often, the pattern is one of stability. It is about knowing and understanding the people, our strengths and weaknesses, and guiding us in a direction that allows us to grow. I’m proud to be a female CEO in tech, and even more proud to be part of an organisation that is, essentially, about making people happy.

• Chief Operations Officer

  • Jul 2015 - Present

  FM Outsource specialises in customer service outsourcing, designed for retail. We offer a cost-per-conversation model that maximises cost-efficiency without sacrificing quality. This allows clients to only pay for the conversations we take. Our omnichannel customer contact software can integrate with a range of traditional and digital channels, including telephony, email, SMS, Twitter, Facebook, Instagram, webchat, TrustPilot, Amazon, and eBay. With the ability to offer 24/7/365 and multilingual services, we ensure that every conversation is answered. We focus our energy on delivering a better customer service by monitoring customer satisfaction with benchmarks like Net Brand Sentiment and Net Promoter Score.



Parcel2Go.com

• United Kingdom
• Freight and Package Transportation
• 1 - 100 Employee

• Head of Customer Services

  • May 2009 - Jun 2015