Global Customer Service Manager
Principle Service Coordinator
Currently the General Manager at Stockport and District Mind, previously managing several projects which gained national recognition in health and social care. Creating a sustainable organisation with a strong local brand within mental health.
Global Service Manager at Teradyne responsible for +$10M budget. Established a global support network, including technical operations for in-house and out-sourced call centres, repair centres and distribution centres across Europe, Japan, China, Australia, South America, India, Africa, North America and Canada.
Self-Employed for over 10 years offering repairs and sales of domestic appliances across the North West, establishing a leading organisation within the industry.
My Qualifications and Training
Use core management techniques to drive better results, Develop your ability to lead, motivate and inspire, Provide strategic leadership as well as day-to-day management, Benchmark your managerial skills, Raise your profile in your organisation.
This qualification covers the below subject matter;
Electrical Principles, Mathematics, Electronics, Digital Technologies, General & communication studies, Industrial Electronics, Digital Techniques and Microprocessor Systems.
Covering electronic systems, assignments and practical diagnostic testing.
A manager - employee communication vehicle for goal alignment, performance assessment, employee development and overall performance improvement.
The course concentrates on basic concepts of counselling such as: Developing listening skills, showing understanding, summarising and reflecting, non-verbal behaviour and self - awareness. I found this education valuable as part of my management portfolio.
A course on Cognos business software to author, share, and use reports that draw on data from all enterprise sources for better business decisions. Use reports, analysis, dashboards and scorecards to monitor business performance, analyze trends and measure results. A service-oriented architecture (SOA) makes it easy to deploy and manage.
Containing various personality, behavioural, aptitude and ability tests to analyse people’s behavioural style at work, identify their strengths and limitations and help measure their mental agility. The course has many applications including recruitment and retention, personal and organisational development, succession planning, coaching, team building, career planning and appraisal.
Fully mastered the advanced features of Excel, particularly using VBA and advanced formulas & functions, as well as the more advanced pivot table, lookup table, and charting features. Data analysis is featured heavily in this session, with a view to Excel as an Analysis tool connected to external databases, thereby overcoming storage limitations of excel sheets.
A course covering business operations, marketing, P&L management, financial forecasting and business planning.
Covering the SAP functionality for Service covering: organization, functionality, product components, reporting, sales functions, service functions, etc.
Fully mastered the advanced features of Access including table relationships, modal dialogue boxes, VBA coding, reporting, etc.
Performance program designed to help people realize their potential - increasing motivation for positive behavioral change. Advance programs act as the missing link in terms of employee engagement when stand-alone training based on skills and knowledge isn't enough.
I have a keen interest in people and the world around us and am a fully qualified Reiki practitioner. I studied the Dr. Mikao Usui Reiki and find it encourages and supports positive personal choices and growth.
Stockport Council course to raise awareness when working with children.
BTEC Level 3 - Course content includes; Teaching in your specialist area, Planning and planning skills, Inclusive learning, Assessment, Presentation and Delivery.
Course on improving interactions with clients / service users, enabling improvement of all processes, procedures and relationships.
10 Solutions for 21st Century Healthcare; One of the projects I managed for Stockport and District Mind gains national recognition by the Innovation Unit as being one of the top 10 solutions in health and social care.
This was a pilot which was built from concept into a recognised model, now implemented across the borough.
Published by The Innovation Unit.
Authoring of an InfoGraphic which demonstrates the successes of the Prevention and Personalisation project that I managed. Built from data captured over the 3 years and incorporated into a report used to demonstrate key deliverables.
This project initiall focussed on mental health and is now used across the borough on a new innitiative on prevention of ill health
Changing the relationships at the heart of health is the third in a series of six publications that draw on the experience of teams who took part in People Powered Health, a project led by Nesta and Innovation Unit from 2010-2012.
Published by NESTA, with articles from myself outlining the work from the project I managed in Stockport
10 ideas for the 21st Century; These are examples of services across the world that bring ideas to life. The Prevention and Personalisation Service I implemented was the first in the list of the most exciting 10 ideas for 21st Century Health publication, later to be included in the top 10 Solutions for 21st Century Healthcare.
Published by The Innovation Unit.