Experience

• 

  Premiere Kitchens and Premiere Furniture

  • Gloucester, United Kingdom

  • Head of Customer Operations

    • Feb 2017 - Present
    • Gloucester, United Kingdom

    • Managing and leading multi-disciplinary teams including the designers, credit control, surveying, customer service team, forecasting, order management and account management.• Continuously monitor, analyse and follow up on all service levels to ensure the Centre’s operational KPI’s are met and within the agreed cost frame• Inspire my teams to provide the highest level of customer service• Promote a ‘customer first’ culture throughout the company by putting the customer at the very heart of every decision.• Identifying, developing and supporting the implementation of performance improvement initiatives for the Contact Centre/customer contact processes.• Develop and drive delivery of strategy and rigour for frontline operational performance.• Creating new processes to streamline the business operations• Deliver improvements to achieve first contact resolution and reduced repeat contacts therefore optimising cost to serve• Engagement lead and responsible for relationship management of operational leadership teams and other stakeholders, driving collaborative improvement initiatives.• Drive change initiatives• Ensure operational alignment across journeys and identifies initiatives to improve customer experiences• Securing tenders

• 

  G4S

  • Uk

  • Contact Center Manager

    • Jan 2015 - Dec 2015
    • Uk

    • Assess and research G4S business requirements and devise project implementation plan to achieve strategic goals and KPIs. All achieved within first quarter. • Define recruitment profile, and align across company stakeholders.• Strategically define immediate and future requirements for CRM, telephony and web based systems.• Collate and define processes, standards and reporting requirements for business reports, measures, targets and SLA’s.• Benchmark and recommend all future KPi’s, SLA’s and customer service targets.• Recruit, train and motivate an initial team of 20 to handle inbound and outbound calls. • Analyse results and define and implement on going departmental strategy through an inclusive approach.• Define and implement plans for - Communication, Sales materials, telephony, a CSM system and processes all implemented in time and to budget. • Develop and implement a recruitment profile, logging standards, ways of working and behavioural standards. • Write and deliver training, inductions and a continuous development program.

• 

  Anheuser-Busch InBev

  • UK Operations Lead

    • May 2010 - Oct 2014

    Lead all Customer Service, Telesale's and Operational support Teams for all UK On-Trade customer base, across 2 UK sites. 180 - 100 FTEs including 13 - 9 direct reports. Coach, develop and lead a Team of Managers to increase sales and customer service through KPI and SLA achievement. Strategic planning and successfully implementing a number of change management projects. Utilising coaching & leadership tools including, Grow Model, DISC, Belbins, Myers Briggs. Vision setting.

  • Customer Service Controller

    • Mar 2007 - May 2010

    National Customer Service Controller responsible for 2 UK contact centres. Delivered project integration of NI,Scotland,IRE and Anhauser- Busch. Culminating in a move from 4 contact centres to 1, leading the implementation of change whilst preserving customer satisfaction and sales results.Exceptionally converse with HR & Employment law through change management restructures, processes and implementation. Skilled at coaching and the development of Team Leaders, inspiring and motivating teams to deliver consistently against targets & SLAs

• 

  Interbrew

  • Gloucester, United Kingdom

  • Contact Centre Manager

    • Mar 2004 - Mar 2007
    • Gloucester, United Kingdom

    Head of Customer service (E&W) On-Trade. Lead Telemarketing, New Business,Telesale's, Training, Customer service and Operational support Teams for all On-Trade UK customers. Circa 280-180 FTE's including 12 direct reports.

• 

  Whitbread

  • United Kingdom
  • Hospitality
  • 700 & Above Employee

  • Sales Manager (South West Region)

    • Jan 2001 - Mar 2004

    Responsible for Sales Targets including volume and new distribution targets. Achieved through developing the sales skills and performance of a team of Sales Executives. Selling into On-Trade customers and utilising a distributor route to market business model. Castlemaine XXXX highest new distribution 2003.

  • Account Manager

    • May 1998 - Dec 2000

    Territory management South West responsible for volume and distribution through independent free trade customers

  • Telesales Executive

    • Aug 1996 - May 1998

    Volume and distribution targets on regular customer orders.

• 

  Birds Eye Foods

  • Gloucester, United Kingdom

  • Telemarketing Executive

    • May 1995 - Aug 1996
    • Gloucester, United Kingdom

    Order Capture

• 

  Northcliffe Media

  • Swansea, United Kingdom

  • Sales Representative

    • Aug 1987 - Oct 1991
    • Swansea, United Kingdom

    Manage sales & distribution of Evening post through designated distributors in a defined geographic region.