Led and designed programme to recruit and train 100 new Key Account Managers for a National Mail Provider. This initiative generated over £1m Incremental revenue per person, broadened and deepened customer relationships and introduced strategic account planning into the organisation.
Improve underperforming customer service team of 250 people in a national delivery company. Recruited new managemet team, defined operational processes and measures, created incentives that resulted in moving to second place from bottom of the league in under 18 months.
Developed and deployed tools that significantly improved the utiulisation and effectiveness of over 200 cyber and physical security consultants. Customer and product development iniatives were prioritised to accelerate innovation, especially for government and defence clients.