Growth Crew Ltd

Running a strategic leadership consultancy dedicated to empowering organisations through transformative leadership principles.

> Launched a leadership mentoring consultancy and coached 93 individual leaders over 3 years, achieving a 25% average increase in confidence and leadership ability (based on pre/post program surveys) and a 100% customer satisfaction score.
> Built and delivered bespoke 90-day development programs, leadership assessments, and strategic coaching sessions for emerging and senior leaders across various industries.
> Led all aspects of business operations, including content creation, lead generation, program design, and long-term client engagement.
> Featured as a guest on 20+ leadership and CX podcasts, delivered keynote talks at major contact centre and CX events in London, facilitated multiple paid and free masterclasses and webinars, and hosted a LinkedIn Live leadership series to expand brand reach and community engagement.

Founder

Two Three Bird

Led the rapid expansion of service and sales operations in a dynamic insuretech startup across multiple international markets.

> Built the CX function from scratch at a fast-scaling startup, growing the team from 5 to 25 in 18 months. Created service, sales, and retention frameworks, including SOPs, scripts, win-back strategies, and QA processes to drive performance and consistency.
> Hired and developed agents with no prior sales experience, enabling them to consistently deliver 40+ individual monthly sales each in a regulated UK insurance environment.
> Established clear performance metrics across all channels, including sub-24hr claims resolution targets and consistently high response times for calls, chat, and email.
> Introduced CSAT and NPS tracking, with CSAT scores averaging over 90%. Used feedback loops to improve onboarding and reduce drop-offs.
> Identified gaps in the onboarding process that, once optimised, boosted quote completion, improved customer understanding, and increased conversion, sales, and lifetime value.

Head of Global Customer Operations

Unique Vacations, Ltd.

Managed operations for a globally renowned luxury travel brand, leading a 150+-person team based in the Caribbean.

> Managed operations for a globally renowned luxury travel brand, leading a 150+ person multi-channel contact centre based in the Caribbean.
> Oversaw a team responsible for an average of $700k in gross monthly sales, consistently meeting or exceeding revenue targets.
> Redesigned the sales incentive tiering system to improve agent productivity, performance, and engagement while reducing absenteeism.
> Managed resource planning and forecasting over a  24/7 shift allocation to optimise efficiency and maintain high service levels.
> Developed and delivered a leadership training program to upskill local talent, reducing reliance on overseas hires and ensuring long-term leadership sustainability.
> Launched a first-of-its-kind employee engagement and gamification strategy, driving cross-island collaboration, shared ownership of targets, and a stronger team culture through friendly competition and knowledge-sharing.

Customer Experience Manager

Progressive leadership journey from sales agent to operations manager within two years.

> Led a 150+ inbound and outbound contact centre operation spanning sales, customer care, and helpdesk teams. Responsible for selling both international and local holidays in a highly competitive but declining industry, managing a $4.3M annual target.
> Oversaw service delivery to a closed member base of 100,000, handling 120,000+ inbound calls and 500,000 outbound calls per year.
> Designed and implemented a data-driven customer engagement strategy, securing executive buy-in and achieving 17 consecutive months of revenue targets while boosting customer satisfaction and retention.
> Created a collaborative, empowered culture that increased employee engagement scores by 20% (Great Places to Work survey) and significantly improved key performance metrics.
> Implemented coaching programs, leadership development frameworks, and operational improvements that drove performance and reduced attrition.
> Developed and led a ‘Voice of the Agent’ initiative, resulting in critical customer and employee experience improvements and encouraging innovation and creativity across the team.

Sales Operations Manager

I applied to become the Senior Team Leader and was delighted to be offered the position after quite a strenuous panel interview and presentation process. 

The other candidates were super strong and to be honest, any of them would have done an amazing job. 

Luckily for me, becoming the boss to my buddies, was made easier by the experience and guidance I received from my Director and now mentor, even almost 20 years later.  

I learnt very quickly, that if you value people, if you share the game plan with them and value their contributions, if you use belonging cues in everything you do, and you work hard on establishing solid foundations between yourself and your team. 

The team members, will find joy in what they do, be more satisfied with their role and for that reason enjoy it more. They will look forward to work and naturally excel at it too, it's a no brainer really. 

And as a leader, this costs you nothing, when people know there is a leader out there who values them, trusts them and sees in them something they want to nurture and develop, they will give that extra. 

Doing the basics as leader's right, sets the tone for everything else. 

> I was curious about my team leaders, showing an interest and getting to know them, gaining insights on how I could develop and challenge them. 
> Gaining insights on how I can drive that motivation within them, the intrinsic motivation. 
> Meeting regularly and giving feedback, telling the truth 
> Allow team members to be themselves. 
> Involving team members in decision making, getting their buy-in and building trust
> Actively asking for feedback, making sure I am supporting them as best I can. 

These are a few of the things I did to build an environment where in the end we all thrive.

Senior Team Leader

I started my leadership journey relatively early into my career. I was very fortunate to be recognized early on after gaining a reputation as I strong performer on the phones while also displaying some leadership qualities. 

During my time as Sales Team Leader, I successfully managed sales and customer service teams, driving performance and revenue to achieve personal, team and company goals. 

Additionally, I developed and implemented processes including a sales sheet to ensure that all clients were contacted appropriately and enabled a more strategic approach. 

I drove customer service standards, coached and mentored sales consultants to deliver great customer service focusing on member satisfaction and retention. 

I also proactively drove motivation across the teams, encouraged self-belief and development and utilised motivation tools specific to individuals and teams. 

My team was a specialist team within the company, and my proudest moment was being able to create an environment where every individual felt they were part of something bigger than themselves, they felt valued and had the autonomy to try things and be themselves. 

As a result, we broke records as a team, surpassing the previous standards of what was thought possible.

Sales Team Lead

Nobody puts their hand up in school and says "I want to work in a contact centre one day", yet so many of us end up in one. I sure did, I saw it as a stepping stone to my "real career" and it was a job that required you to have no experience whatsoever. 

What happened next, I ended up spending 17 years in contact centres around the world. 

I absolutely used and abused the time as an agent to learn as much as possible, I became comfortable with the uncomfortable and acquired a whole bunch of skills I have used everyday since. 

> How to listen
> How to decipher what a customer really wants>
> I learnt how to be resilient and how to adapt. 
> I learnt how to sell by building relationships with customers in a very short time so that they trusted me. 
> I learnt how to deal with sales pressure and targets. 
> And how to control the controllables. 

I could not control that someone would answer the phone, I could not control what the next campaign would be, I could not control what my target would be, but what I could control, was how amazing I was going to be when a customer answered their phone and how I was going to blow them away with my service delivery, sale or no sale, my aim was to make their day a little bit more special. 

So in a nutshell, I learnt bucket loads being on the phones and that experience shaped me into the leader I became and who I am today.

Customer Care / Multi-skilled Sales Guide/Agent

I help leaders in sales fix their people problems in 90 days or less using influential leadership strategies without reinventing the wheel

I build empowered teams that care, perform, and stay.

Over the last 17 years, I’ve led customer service operations across startups and global brands, managing teams of up to 150+ both on-site and remotely. Whether it was scaling a CX team from scratch, coaching 93 leaders with a 25% average boost in confidence and ability, or turning customer drop-off insights into multi-month revenue streaks, I’ve seen what happens when people feel valued and understand their purpose.

My leadership style is grounded in empathy, trust, and co-creation. The result? Engaged teams, loyal and very happy customers, and consistently strong performances.

I'm currently exploring new opportunities to lead teams where inclusion, performance, and customer experience go hand in hand.

Let’s connect, I’m always up for a conversation about great service and leadership, building winning cultures, or the Springbok rugby team.

Taplio

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