Experience

ENSEK

• United Kingdom
• Utilities
• 200 - 300 Employee

• Settlements Team Lead

  • May 2023 - Present



Capital One

• United States
• Financial Services
• 700 & Above Employee

• Quality Assurance Team Lead

  • Mar 2022 - Feb 2023

  Team Lead, of 12 direct reports, responsible for delivering and embedding QA structure revamp across multi-functional front-line areas of the business. The project was to take QA from a randomised way of quality testing into a more structured and targeted way so that customer facing areas could become more effective within their engagement. This included… • Multi-level lines of communication to ensure initial onboarding was successful. • Constant re-evaluating, in line with business needs to gain analytical insight. • Correlating relevant statistics and feeding these into the business. • Ensuring initial onboarding was maintained and embedded as the norm. • Providing support across all front-line areas to ensure optimum customer engagement. Show less



E.ON

• Germany
• Utilities
• 700 & Above Employee

• Customer Service Team Manager

  • Oct 2007 - Feb 2022

  Creating and maintaining a passionate customer service experience through group and one-to-one coaching and upskilling. Proven track record of taking teams from day one induction through to fully operational status in record time. Coaching experience within large scale groups of up to sixty people. I utilise my sports coaching and psychology degree to find out what makes people tick and find out how to get the best out of them. Creating and maintaining a passionate customer service experience through group and one-to-one coaching and upskilling. Proven track record of taking teams from day one induction through to fully operational status in record time. Coaching experience within large scale groups of up to sixty people. I utilise my sports coaching and psychology degree to find out what makes people tick and find out how to get the best out of them.



National Rail Enquiries

• United Kingdom
• Truck Transportation
• 1 - 100 Employee

• Duty Controller - Communications Centre

  • Jan 2004 - Oct 2007

  Creating live feed into the National Rail website and Contact Centre of real time operating issues to provide up to the minute customer information. Liaising with over thirty third party organisations in order to plan engineering schedules. Coaching within the contact centre environment to provide a positive customer experience Creating live feed into the National Rail website and Contact Centre of real time operating issues to provide up to the minute customer information. Liaising with over thirty third party organisations in order to plan engineering schedules. Coaching within the contact centre environment to provide a positive customer experience



Marriott Hotels

• United States
• Hospitality
• 700 & Above Employee

• Leisure Manager - Manager

  • May 1993 - Jan 2004

  Manager of various leisure clubs within the Marriott Hotel UK estate. Predominantly based in the Yorkshire area but travelled the country going into newly acquired hotels and bringing the leisure facilities up to Marriott standard. Duties included overseeing sales vs membership budget. Ensuring all health safety regulatory procedures were fully endorsed. Staff recruitment and training. Manager of various leisure clubs within the Marriott Hotel UK estate. Predominantly based in the Yorkshire area but travelled the country going into newly acquired hotels and bringing the leisure facilities up to Marriott standard. Duties included overseeing sales vs membership budget. Ensuring all health safety regulatory procedures were fully endorsed. Staff recruitment and training.