Summary
I like to help businesses to move their customer relationships to a new, enhanced level. Typically, my clients have been successful at establishing themselves, but find their resources in terms of staff and processes are overstretched endangering future growth and sustainable customer loyalty.
Customer Service Delivery - Advice, Review and Training, Implementation
Customer Feedback Systems - Net Promoter Score Programmes, Focus groups, Social CRM
Employee Engagement - Feedback programmes, Vision Workshops, Training Needs Analysis, Recruitment
Process and Administration - Hands-on assistance, review of administrative systems and best practice
Expertise
Customer Service Delivery - Advice, Review and Training, Implementation
Customer Feedback Systems - Net Promoter Score Programmes, Focus groups, Social CRM
Employee Engagement - Feedback programmes, Vision Workshops, Training Needs Analysis, Recruitment
Process and Administration - Hands-on assistance, review of administrative systems and best practice
Experience
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Pro Emptore Business Support Services Ltd.
Director
- Current -
Eyes Abroad
Business Development Manager
2008 - 2008Assisted MD of a property development company to set up a separate arm of the business, offering environmental solutions to construction industry, specifically in South East Europe, UK and Ireland. Involved with the Green Building Trade in Montenegro and with local government. Company folded in December 2008 -
First Hosted Ltd
Consultant
2007 - 2008Worked on a consultancy basis with a small company, providing CRM solutions (NetSuite), specifically helping in a hands-on capacity ayt the back office level. -
X-Rite Ltd
PA to European MD
1988 - 2007I was fortunate to work for a high-tec US company with a reach into every sector where colour is important. I was involved in a multiplicity of projects across most functions (HR, Finance, Operations, Marketing and Administration), normally implementing new processes and/or managing people through change. -
Manchester Education Authority
Residential Social Worker
1984 - 1986Worked with boys from challenging backgrounds with behavioural problems. This involved training, awareness of sensitive issues and constant review processes. -
Berisfords Ltd
Factory Manager
1982 - 1983My role was to assist in setting up a JV between Berisfords and a French lighting manufacturer. It involved managing a team of factory workers, reviewing processes and delivering goods to strict deadlines and quality guidelines.
Clubs and Associations
Associate - CIPD
Associate - IEMA
Associate - IEMA
Interests and Hobbies
Languages, Art, Quizzes, Problem-Solving, Software, Writing, Walking,, Anything really... But not necessarily in that order!
