Fireworx

Head of Client Services

The Social Game

Co-Founder

South Coast Social Ltd

Team Manager

Event Crowd

Lecturer

HSBC

• Knowledge of Retail Banking/Wealth and Premier proposition/products and systems to support coaches achieve strategic operating goals, both regionally and nationally.
• Good in-house knowledge of HSBC systems 
• Achieved outstanding feedback from 2015 satisfaction survey with a 100% score from Coachees and stakeholders.
• Communicating with a wide variety of audiences to ensure complex information is articulated in a meaningful way, both verbally and written
• Created both individually and as part of a team, bespoke training material on new system launches and Insurance protection products for use across the network to drive activity uplift.
• Chosen to represent the Centre of Excellence and present to HSBC’s CEO and COO on the value of the Centre.
• Face to face training delivered on new ‘Global Standards’ program to colleagues across the business including the Wealth Executive Committee.
• Designed and delivered workshop days for Sales Techniques rolled out nationally.
• Completed weekly newsletter and developed other forums for the collation and sharing of best practices from across the business to enhance protection performance.
• Working in partnership with line managers in the identification and establishment of training programs to address their team’s individual training needs and learning styles.
• Managed a refresh of an aspect of the ‘Operating Rhythm’ within a working group, designed for national roll out.
• Demonstrated a measured uplift in teams performance against business objectives after coaching

Regional Wealth Coach

McCarthy & Stone

Achievements:
•	Established a robust yet flexible call overflow facility with an outsourced call handling partner

Responsibilities:
•	Managing a team of Customer Enquiry Administrators, working with the Marketing team to improve operational efficiency and positively influence the customer experience.
•	Assist in the development of systems and processes to improve operational performance
•	Implement and monitor service processes and make improvements where necessary
•	Carry out regular coaching and training to staff to maintain high levels of performance

Team Leader

Barclays Wealth / Barclays Capital

•Understand the annual Business Plan, appropriate KPI’s and SLA’s and translate and implement strategy as necessary
•Support the client with strategic input into Business Plans and forward planning, ensuring operational needs are represented and understood.
•Influence and agree with business management representatives, appropriate services framework, service level agreements, service delivery and resourcing models and performance review and measurement systems
•Influence and support all aspects of the services provided to the client, ensuring the Company’s reputation for service is enhanced with Client and Customer service to the highest standard
•Working with teams to develop and manage budgets and ensure services are managed to budget and headcount
•Coaching and development of staff, to ensure they are fully supported and able to deliver
•Supported the Senior Facilities Manager with the relocation of over 2000 staff across the Canary Wharf campus, working with many different vendors and internal clients, ensuring the deadline and budget for the project was met.
•In addition supporting with the day to day facilities management of 1 million sq ft of space across Canary Wharf, prioritising and managing workloads to meet targets and SLAs.
•Provided clients with a bespoke, outstanding Front of House service befitting one of Europe’s largest Wealth Management businesses across a range of regional sites
•Managing vendors to ensure excellent services were delivered to the campus, continually driving improved SLAs and monitoring the KPIs
•Excellent communication skills with colleagues, ensuring the successful delivery of office closures and new office mobilisations
•Establishing, maintaining and promoting excellent relationships with vendors and clients alike.

Assistant Regional Manager UK & OSI Service Delivery

Barclays Wealth / Barclays CapitalCorporate Real Estate Services - UK

Line management of a team across the UK and Off Shore Islands
Assist the Regional Manager in leading the Front of House teams, to provide a first class, bespoke service befitting one of Europe’s largest Wealth Management businesses across a range of regional sites
Various adhoc projects including supporting the Canary Wharf Senior Facilities Manager with the relocation of over 2000 staff across the campus. In addition supporting with the day to day facilities management of 1 million sq ft of space across Canary Wharf
Managing regional facility budgets and invoices
Provide support, accountability and ownership to ensure services are appropriately delivered across all sites
Managing successful delivery of office closures and new office mobilisations across the UK 
Establishing, maintaining and promoting strong relationships with suppliers and vendors. Monitoring SLAs, identifying when these are not being sustained and beginning early remediation 
Provide service leadership and set standards of conduct and behaviour 
Coaching and development of staff, to ensure they are fully supported and able to deliver

Assistant Regional Manager UK & OSI

Kate Foley Recruitment

Managing accounts, ensuring clients specifications were met fully and in given timescales
Identify and provide new opportunities to existing clients to maximise income potential  
Devised effective advertising for new applicants, screen and interview all applicants, face to face and over the telephone
Negotiating terms of business, fees and rebate periods with new and prospective clients 
Effectively devised and managed local recruitment campaigns to ensure the supply of suitable permanent and temporary staff
Ensuring compliance with all company policies, procedures and legal requirements, health and safety and employment legislation was met

Recruitment Consultant / Service Consultant

Recruitment Consultant

SOS Recruitment

Complete administration support and diary management of two senior consultants
Identified suitable candidates for compatibility with client requirements
Devised advertising vacancies on job boards and local media and sourced for suitable candidates on various search engines

Recruitment Administrator / Recruitment Co-ordinator

I'm passionate about driving results and fostering meaningful relationships in the ever-evolving world of marketing. As the Head of Client Services at Fireworx, I thrive on creating strategic partnerships that not only meet but exceed our client's goals. 

In today's fast-paced digital landscape, I believe in the power of adaptability. Navigating the ever-changing algorithms, trends, and consumer behaviours, I've honed a skillset that embraces change and transforms challenges into opportunities. By keeping a keen eye on emerging technologies and industry shifts, I ensure that our clients stay ahead of the curve.

I’m also a qualified Coach and certified social media trainer so feel free to contact me with any questions about your social media.

Whether you're a fellow marketing enthusiast, a potential collaborator, or someone interested in discussing the latest industry trends, I'm here to engage, learn and connect.

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