A quality focused manager of customer related projects who believes that effective communication is the key to organisational success.
I lead and motivate teams and improve processes to achieve desired results.
Managing major support contracts to meet SLAs and ensure customer satisfaction.
Communicating at all levels face to face / by phone / in meetings / e-mail and in report form.
Analysing processes, identifying improvements and drafting effective documentation
Initiating meetings with stakeholders to focus on good and eliminate bad practices.
Monitoring internal and sub-contracted services, ensuring agreed standards were met.
Setting up procedures to monitor and report on performance.
Maximising revenue and controlling departmental costs to ensure target margins are achieved
Experienced user of MS Excel, Word, Outlook Project & Access
Holder of current Enhanced CRB; SC level security completed within last 5 years.
EAGLES NEST JUN 2004 – DATE COMPANY SECRETARY
ERICSSON JAN 2006 – JUL 2009 SERVICE DELIVERY MANAGER
MARCONI COMMS APR 2000 – JAN 2006 CUSTOMER SUPPORT MANAGER
CABLE & WIRELESS JAN 1998 – APR 2000 SERVICE DELIVERY MANAGER
AVC (EUROPE) NOV 1996 – DEC 1997 PROJECT MANAGER
OHMEDA OCT 1994 – OCT 1996 REGIONAL SERVICE MANAGER
UNIVERSITY OF SALFORD
Postgraduate Diploma in Quality Management (MSc course).
Modules completed successfully:
Principles of Quality Management; Quality Management in the Healthcare Sector;
Service Quality; Business Process Redesign;
Service Marketing; Continuous Improvement.
THE OPEN UNIVERSITY
BA degree in Systems Theory and Computing.