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Work Background
bet365Business Systems Applications Manager
Mar. 2023Stoke-on-Trent, England, United Kingdom
bet365Business Systems Application Team Leader
Dec. 2021 - Mar. 2023Stoke-on-Trent, England, United KingdomBusiness Systems Solutions is a new fuction set up to support the various products and services used across the busines to support the continued growth of the company. I lead a team of Application Engineers to provide technical support, as well as manage a portfolio of 3rd party and internal applications. Working with business users, internal teams and external vendors to ensure we provide the best possible solution to the business, whilst having a through understanding of multiple technologies and systems,
bet365Regional IT Support Team Leader
Sep. 2020 - Dec. 2021Stoke-on-Trent, England, United KingdomFollowing a successful proposal to up-skill and grow the Service Support team, my role changed to take responsibility for a team based in our Manchester site, alongside our Stoke location. The team has taken on responsibility for additional tools and services utilized across the business. The team has also grown from 7 to 28 in this time, including introducing new roles such as Seniors, Juniors and Specialists. A dedicated nights team was also introduced. As part of the transition into IT Support, I have coordinated training between 2nd and 3rd line teams as part of our “Shift Left” project to grow knowledge and improve resolution rates across engineers, which then in turn frees up time in the 3rd line teams for bigger projects and more in depth investigations. I successfully introduced a life cycle program for the company’s mobile devices, including an initial replacement of ¼ of all user’s devices during a 6-month period (approx. 350 devices). Additionally I managed an external initiative to grow knowledge via a providers learning platform across our technology area; the platform saw a 25% increase in usage during the initiative.
bet365Service Support Team Leader
May. 2019 - Sep. 2020Stoke-on-Trent, United KingdomIn my role as Service Support Leader it was my responsibility to oversee both the provision of 2nd line internal customer service and resolution of IT related issues that bet365 employees encounter as part of their employment, alongside supporting Senior stakeholders and the company owners IT needs. Additionally I took responsibility for the companies domain portfolio management, along with our mobile phone account across the UK. I worked alongside both 1st and 3rd line teams to ensure teams work as effectively together as possible.
bet365Service Desk Team Leader
Jan. 2017 - May. 2019Stoke-on-Trent, United KingdomAs Service Desk Team Leader it was my responsibility to oversee the provision of 1st line internal customer service and resolution of IT related issues that bet365 employees encounter as part of their employment. I wasresponsible for generating reports and statistical information for management and also call monitoring, whereby quality and accuracy is measured using specific criteria and metrics, with the aim of providing effective coaching and feedback.
RFG Logistics ManagementOperations Manager
Jul. 2016 - Jan. 2017Stoke-on-Trent, United KingdomRFG Logistics Management is an integral part of the supply chain component, working to meet customer demands through the planning, control and implementation of staff across the UK. We currently work with the UK's number one, two man home delivery specialist. As part of my role as Operations Manager, I am responsible for both the establishment and day to day management of teams within client locations, the effective proactive management and coordination with our client, alongside leading and motivating the logistics teams within a time-sensitive and demanding environment. I am also responsible for the management of data collection to update operations metrics on a daily basis. Additionally, part of my role is to drive continuous improvement and enhance customer experience.
SciensusCustomer & Patient Services Team Leader
Jun. 2014 - Jul. 2016Burton Upon TrentTo contribute to the growth and success of the Company, by effective management of the Customer Service Co-ordinators to ensure the provision of a high quality, reliable and responsive service in line with patient needs and business objectives. To manage the daily functional operation of the Customer Care Team and their workloads. To establish and lead a motivated and skilled workforce to deliver world class customer service through a detailed understanding of business processes and therapy understanding. To drive and develop continuous improvement with the aim to developing motivated, professional multi-skilled agents.
To manage and deliver a consistent quality operation, using a methodical and structured approach.
iTradeNetwork, Inc.Implementation Team Leader
Aug. 2011 - Jun. 2014SolihullEstablished the team, delivering processes to support customers both internal and external. I lead the team in delivering new Multiple Operator Portals for our clients, as well as supporting the implementation of new suppliers to the platform. Additionally, the team are responsible for supporting operational issues raised by clients and managing these through to a successful resolution.
iTradeNetwork, Inc.Telemarketing Executive
Apr. 2008 - Aug. 2011Solihull, West Midlands, United Kingdom
iTradeNetwork, Inc.Customer Relationship Co-Ordinator
May. 2007 - Apr. 2008Solihull, West Midlands, United Kingdom
Vodafone UKAccount Management
Sep. 2005 - May. 2007Stoke-on-Trent, United Kingdom
SubwayAssistant Store Manager
Aug. 2004 - Aug. 2005Staffordshire
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