Passionate and highly motivated customer experience professional with over 15 years’ experience in a variety of sectors including retail, hospitality, food services and banking.
Specialist in developing measurement programmes that help to identify business opportunities and ultimately drive improvements in customer service. Leading a team of 12 head office colleagues and 300+ field based Assessors. Responsible for coordinating thousands of mystery shopper visits each month providing the highest levels of detail, quality and consistency in reporting to all levels of the business.
Experienced presenter and trainer with expertise in frontline engagement as well as store manager and contact centre coaching.