KM2 Solutions

As the SVP of Latam region I deliver the regional P&L with revenues in excess of $60m annually across three locations where we offer onsite and at home positions. We provide world class service to our U.S. clients across a number of verticals that include auto finance, home security, dental and medical services. 

My role, aside from the delivery of top notch client KPIs and SLAs, is to develop the leaders of the future across this rapidly expanding region. I believe in the principle of growing and nurturing your own talent and see the need to go external for new and middle managers as a failure of leadership to invest in what matter to today’s employees - personal growth, independence and an ability to improve their communities.  

Be a coach and mentor with your leadership team, not a micromanager.

Leadership is about developing future leaders.

Senior Vice President Latam Operations and Global Quality Improvement

CPM International

As a Board Member with full P&L and Operational accountability for accounts in excess of 1700 seats and over $50m annual revenues, I have lead complex sales and multi channel, multi lingual operations from the front. 

I have a passion for Coaching and Mentoring managers and leaders of the future to reach their full potential and my experience spans a diverse range of clients from disruptive global players like Airbnb and Dyson, to more established FMCG and technology giants such as Kellogs, Travelodge, Agilent and Intel.

Board Director and Executive Coach

West Thames College

On a short break from Industry I returned to work in the field of Tertiary Education and as of Head of a Teaching Unit, I created strong strategic partnerships with local and national employers to develop and deliver Bespoke Educational Programs, NVQs and Sector Based Work Academies in Contact Centre Operations, Customer Experience, Sales through Service, Hospitality and Construction industries.  

Leading a team of adult education lecturers we helped to integrate socially isolated people back into their communities through education and local employer partnerships. 

Leading a team of Business Skills Teachers and Work Place Assessors, we helped thousands of people to return from longterm unemployment to meaningful and rewarding work, whilst at the same time helping industry to save cost and augment their workforce with a too often over looked over talent pool.

During this time I studied at University of Westminster to obtain a Post Graduate Masters Level certificate in education.

Head of Employabilty Education Partnerships  - Employers and Stakeholders

As consultant VP Operations on assignment to American Customer Care I managed the turnaround of a multi million $ inbound, outbound and back office contract for a leading US direct to consumer wine brand. 

Delivered double digit profit growth by ramping up SLA delivery, redesigning the contact strategy and introducing a sales and CX culture that also delivered excellent quality.

Vice President Operations - consultant

Harrow College

I took a short break from Industry from August 2010 to travel for appx one year in Asia, and returned to work in the Tertiary Educational sector focused on helping new migrants to the UK to learn English and to work in partnership with Industry and Colleges to help long-term unemployed people return successfully and to integrate back in to the workplace. 

As part of my own Personal Development I studied at masters level to gain my Post Graduate Certificate in Education and trained to be a College Lecturer, a Tutor and a Workplace Learning and Development Assessor in Contact Centre Operations, Customer Experience, Sales & Marketing and Employability.

Business Lecturer and Tutor

International Masters Publishers

Hired in to manage the European network of 10 In-house Contact Centres, I was responsible for the delivery of Customer Experience  and Customer Journey across Western Europe (and Brazil) with budget responsibility exceeding €5m in Vendor spend.

Managed multiple tender projects from initial scope to final implementation of best in class Outsourced solutions across EMEA and South America offering CX, logistics support and both inbound and outbound sales and retention programs.

Embedded a Sales through Service culture by coaching and mentoring leaders to create  incremental sales revenue in excess of €7m annually.

VP Of Customer Experience  EMEA

The AA

Role extended from hands on management of mid sized call centre to eventually encompas responsibility for operationlisation of national sales strategy across contact centres (1500 heads), retail (150 stores) and field marketing (250 reps). Owned and developed sales training, scripting, multi channel communication and development of cross channel sales incentives program. Reported  directly to Board Member and Director of Sales.

Head of Sales Operations

Hertz Rent a Car

Insurance and Recovery Manager

Multi award winning Senior Vice President of Latam region, with a passion for coaching and mentoring the leaders of tomorrow.  

I am passionate about helping the Contact Centre industry grow and professionalize through Coaching and Mentoring, and like to connect with coaches across a variety of verticals.

My track record includes delivering world class change and leadership programs for both disruptive and traditional brands such as Airbnb, Dyson, Kelloggs, Intel, Direct Wines, Travelodge to name but a few.  


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