An accomplished and time served expert in high end retail. Key responsibility in the contact centre and customer experience (CX). Successfully using pragmatic commercial approaches to deliver insights, solutions and service in a rapidly changing omni channel environment.

Alignment of contact centre and CX strategy to support dynamic and fast paced corporate growth strategies.

Recognise the three key pillars of people / process and systems in rapidly changing service environments.

Familiar with growing teams, change management, ensuring processes are fit for purpose, requirements gathering and selection process of key technology suppliers. Implementation of SaaS, including development, delivery & maintenance of the key MI requirements of the circular VoC. Challenging the company via the CX team, to implement changes based upon the insights.

Speaker at Westminster insight (Transforming Contact Centres) and CX Retail, plenary keynote speaker (Creating your customer canopy) Why encompassing customer service with your CX will reflect a customer first culture.
Silver Winner of UKCCF awards 2019. Head of Customer Service / Director of the year.