I started this company offering interim management and consultancy following redundancy from Siemens Business Services. i2i provides delivery of Change Implementation and Business Improvement projects to global to medium sized companies in both the private and public sectors.

Siemens Business Services acquired BBC Technology in October 2004. My previous role as Head of Customer Satisfaction has been expanded and includes the following responsibilities:
• Creation of a global Customer Satisfaction Framework for Siemens Business Services focusing on the use of online databases to run, archive and report on all aspects of customer satisfaction. Networking and communications to key business stakeholders to strengthen customer care culture.
• Identification and launch of leading practices for project satisfaction, overall customer satisfaction, balanced scorecard creation and reporting and accreditation from British and European bodies.
• Responsible for Business Improvement frameworks (LEAN, 6 Sigma) to support the company’s Continuous Improvement policy.
• Responsible for EFQM reporting and improvement initiatives.
• Leads a team of 9 and a virtual team of 20 to develop, sell and deliver business improvement solutions.

• Customer Satisfaction framework – strategies and 5 year plans, networking and change management to support and strengthen customer care culture throughout organisation.
• Business Improvement
• Responsible for personal budget of £500K and team budget of £1.5M.

• Supported a major London-based university to launch and implement a CRM programme. The client was a major examinations board in the UK. Created Communications Plan to embed culture in business stakeholders.

• Supported the launch of gaming services for large UK multimedia company
• Delivered complex solutions for customer care operations (>10,000 staff) for a very large UK multimedia company undergoing post merger integration
• Knowledge Management of benchmarks and leading practices
• Led large teams and was responsible for budgets up to £2M
• Performed due diligence and revenue assurance on several European telecommunications companies as a result of acquisitions
• Designed and implemented complex billing processes for large European telecommunications company following implementation of billing platform across 15 countries using virtual team management
• Performed call centre and customer contact centre reviews for several companies, including utilities, insurance and financial services organisations
• Designed and delivered courses on telecommunications and CRM for Ernst & Young Europe.

• Responsible for European multilingual/multitasking call centres
• Wide operational experience – recruitment, training, day to day management to call centre strategy
• Experienced in relocating centres and selection of sites across Europe
• Experienced in interfacing between business users and IT support to achieve business objectives

• Managed the preparation and delivery of all special orders to the Royal Family, pop stars and other VIPs
• Provided multilingual support when required.

• Volunteer advisor on immigration, legal and consumer issues with Pitsmoor Citizen Advice Bureau
• Freelance interpreter with Sheffield City Council.

Responsible for recruitment, and training, jointly responsible for financial control
• Managed buying and stock control, also decided strategy of stock