Experience

Henpicked: Menopause in the Workplace

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

• Head of Customer Operations

  • Jan 2023 - Present

  - Delivered inaugural company induction programme allowing new starters to hit the ground running- Led automation of processes using CRM, further streamlining processes, saving time and cost and increasing qualityService focused delivery of an ever improving customer experience whilst accommodating an increasingly diverse range of products and services.Integral member of the Senior Leadership Team, responsible for ensuring all operational activities and processes are aligned to meet current and future business needs and support MIWs mission to make every employer Menopause Friendly. Show less

• Operations Manager and Key Account Relationship Manager

  • Jul 2022 - Jan 2023

  - Documented all processes and procedures for the customer teams - Devised a company wide induction programme Responsible for recruiting, onboarding, overseeing, coordinating, supporting and developing the Customer Team, and ensuring quality standards of customer experience are continuously achieved.Supporting the continuous development of processes and developing new ways of working that enable greater efficiency and higher levels of customer service utilising technology enhancements.Carry out reporting, evaluation and analysis of team performance, and competitor analysis in line with business strategy and development. Show less

• Customer Relationship Manager

  • Mar 2022 - Jul 2022

  Expertly create and nurture long-term relationships with customers, working with them to create a long-term Menopause in the Workplace strategy and to provide Menopause CPD accredited training for employers, employees, line managers, HR and Occupational Health, through best practice toolkits, e-Learning, and webinars. Helping organisations work to towards Menopause Friendly Accreditation through our world first membership programme.



Partnered Learning & Development Ltd

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

• Associate Consultant

  • Aug 2021 - Present

  Consultancy, training design and delivery of bespoke learning solutions. We work with you by stepping into your world. We want to know what is really going on and we will be incessantly curious about truly understanding the beating heart of your business. Any solutions we recommend will come from the place of knowing what it’s like to be on the front line. Consultancy, training design and delivery of bespoke learning solutions. We work with you by stepping into your world. We want to know what is really going on and we will be incessantly curious about truly understanding the beating heart of your business. Any solutions we recommend will come from the place of knowing what it’s like to be on the front line.



TM Training and Consultancy Solutions Ltd

• United Kingdom
• Professional Training and Coaching

• Director

  • Jul 2021 - Present

  I can help you and your business grow and succeed by offering tailored training, coaching, mentoring and consultancy solutions. I can help you and your business grow and succeed by offering tailored training, coaching, mentoring and consultancy solutions.



Exemplia Group

• United Kingdom
• Human Resources Services
• 1 - 100 Employee

• Associate Consultant

  • Aug 2021 - Sep 2022

  Government Kickstart scheme Job Coach and Mentor, providing 1-1 coaching over a six month period, educating and supporting people to be successful in their placement. Ensuring each Participant follows their designated learning pathway and that their wellbeing needs are met. Government Kickstart scheme Job Coach and Mentor, providing 1-1 coaching over a six month period, educating and supporting people to be successful in their placement. Ensuring each Participant follows their designated learning pathway and that their wellbeing needs are met.



TSYS Managed Services EMEA

• United Kingdom
• Financial Services
• 300 - 400 Employee

• Contact Center Operations Manager

  • Nov 2019 - Aug 2021

  Working for the market leader for credit card processing in the U.K. Managing departmental operations for multi client outsourced customer services within the contact centre. Interacting with client leadership including issue resolution. Overseeing the efficiency/quality of monitoring call volumes ensuring Service Level Agreements are maintained. Plan, direct, supervise, and evaluate work flow. Conduct call pattern forecasting activities. Establishe procedures and scripts used by team members. Improve processes, procedures, and productivity based on statistics. Ensure that reporting is accurate and completed in a timely manner. Show less



Hastings Direct

• Leicester, United Kingdom

• Contact Centre Lead

  • Jan 2018 - Oct 2019

  A Leader of Leaders; Leading and developing a team of around 8 Team Leaders and 100 Customer Representatives in the Renewals Contact Centre to meet and exceed challenging targets through coaching negotiation and influencing skills. Striving to deliver honed sales skills and excellent customer service in order to retain Hastings Direct customers and in turn maximise the performance of the team and business. * Started in Customer Service department, recognised as top performer and transferred to Retentions department after 10 months. * Wellbeing Champion helping implement and support Wellbeing@HD and the ongoing programme through raising awareness of wellbeing activities across HD, promoting healthy lifestyles and positive mental health. Completed safeTALK Suicide Alertness workshop. * Planned and organised Team Leader offsite event at The Curve Theatre for 30+ Team Leaders, presenting results to date and facilitating break out activities. Arranged for Michael Caulfield of Sporting Edge to deliver a session on Building High Performing Teams. Show less



Opus Energy

• United Kingdom
• Utilities
• 200 - 300 Employee

• Collections Contact Centre Support Leader

  • May 2017 - Dec 2017

  To lead a large team of specialists providing analytical and administrative support to the Credit Control department by carrying out Credit Checks, co-ordinating the work of the Field Agents including the disconnection and Legal process and providing work to external Debt Recovery Agencies and reporting on results. Key achievements: • Devised Team New Starter training plan and delivered day one workshop To lead a large team of specialists providing analytical and administrative support to the Credit Control department by carrying out Credit Checks, co-ordinating the work of the Field Agents including the disconnection and Legal process and providing work to external Debt Recovery Agencies and reporting on results. Key achievements: • Devised Team New Starter training plan and delivered day one workshop



GDST (The Girls' Day School Trust)

• United Kingdom
• Education Management
• 300 - 400 Employee

• Fitness Centre Manager

  • Sep 2014 - Apr 2017

  • Day to day responsibility for the management of the schools Community Sports Centre in accordance with the direction of the school. Managing the gym, fitness studio classes and instructors, swimming pool, squash courts, tennis courts and all sports centre staff • Successfully increased membership by 15% in 2016 by effective marketing to attract new members and retention strategies for existing members • Streamlined and improved efficiency through introduction of MI, processes and member incentives and challenges • Carried out Personal Training and Inductions providing exercise prescription and instruction; motivating clients by setting goals and providing feedback and accountability. Also educating clients in many other aspects of wellness, including general health and nutrition guidelines • Took classes as a Group Fitness Instructor, responsible for leading multiple group fitness classes that range in variety and levels Show less



The Open University

• United Kingdom
• Higher Education
• 700 & Above Employee

• Operational Manager for Director of IT

  • Sep 2015 - May 2016

  • Led IT Workstream in Student Recruitment Support Centre (SRSC) Programme to restructure the OU • Handpicked by the IT Director to work for him and within the IT Executive Team to provide operational support and co-ordination • Started as IT Portfolio Management Office (PMO) Support Officer • Organised Open Day stand, content and contributors • Led IT Workstream in Student Recruitment Support Centre (SRSC) Programme to restructure the OU • Handpicked by the IT Director to work for him and within the IT Executive Team to provide operational support and co-ordination • Started as IT Portfolio Management Office (PMO) Support Officer • Organised Open Day stand, content and contributors



Nationwide Building Society

• United Kingdom
• Financial Services
• 700 & Above Employee

• Senior Operations Manager, Specialised Support (Commercial Real Estate)

  • Sep 2012 - Oct 2013

  o Member of Senior Management Team within Specialised Support (CRE) responsible for employee engagement and enablement ensuring consistency across the business for 6 teams and >100 employees across 4 locationso Facilitated several "Sort-It" sessions within the business to improve work practices, with tangible cost savings and an increase in results o Project Manager for Onshoring and Building Insurance Product o Instrumental in the setting up of the Risk, Training and Controls Committee (RTCC) and RTC roleso Training needs analysis undertaken and in conjunction with risk requirements and change activity, designed, coordinated and prioritised the delivery of training solutions and a training matrixo Sourced and organised “Own Your Future” course to business going through restructure Show less

• Commercial Lending Manager

  • Oct 2006 - Sep 2012

  o Established new team responsible for the asset management of the Derbyshire's Commercial Portfolio. Deputy Project Lead to migrate the portfolio, recruit and train the team, and set up new processes and reporting methodso Project Lead for the successful delivery of a new commercial lending platform and business operating modelo Responsible for credit analysis, financial & risk modelling and relationship management in both the UK and European Property Market for quoted companies, key property investors and institutional fundso Instigated and organised Complaints system training for departmento Designed a delivered Events Diary system changes to the department o Written and presented sessions on Change to the departmental teams Show less

• Business Analyst

  • Jan 2006 - Oct 2006

  As a Core Business Developer within the Business Improvement Team, I effectively implemented product and process changes within the Nationwide Group. Working closely with many business areas providing analysis and design capability to support change initiatives using standard project and change management methodologies.

• Collections Manager

  • Jul 1999 - Jan 2006

  o Set up new Credit Card Collections team, from recruitment to training, documenting processes and enabling technology. Developed an effective self-sufficient multi skilled teamo Project Lead successfully delivering an Outbound Power Dialler and new Campaign Manager roleo Reputation for developing underperforming teams into highly competent unitso Deputy Project Lead of Admin Project, successfully centralising administration processes and increasing departmental collectionso Designed a delivered workshop for new starters on Credit Cardso Delivered Daily Interest and CAT standards to departmento Organised insolvency workshops Show less

• Claims Advisor, Household Insurance

  • Jun 1998 - Jul 1999

  • Carrying out all claims handling procedures efficiently, maximising the use of schemes while ensuring productivity targets achieved.o Devised New Starter training programme which was introduced across the department within my first six months



Lloyds Banking Group

• United Kingdom
• Financial Services
• 700 & Above Employee

• Branch Assistant, Cheltenham & Gloucester Building Society

  • 1997 - 1998

  • Customer engagement and providing excellent service. • Cashiering, account opening, lead generation, arrears collection, mortgage application processing. • Customer engagement and providing excellent service. • Cashiering, account opening, lead generation, arrears collection, mortgage application processing.



Monsoon Accessorize

• United Kingdom
• Retail
• 700 & Above Employee

• Junior Manager

  • 1993 - 1997

  • Customer engagement and providing excellent service. • Providing weekly sales training to team. • Cashing up, banking and completing management information to submit to head office. • Customer engagement and providing excellent service. • Providing weekly sales training to team. • Cashing up, banking and completing management information to submit to head office.