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About Me

A strategic, innovative professional with a strong record in facilitating and implementing IT change. Specialised in MS Dynamics CRM management, leading business change and resource management. Excellent analytical, interpersonal and change-management skills.

Comfortable relating to technical/non-technical management and staff at all levels. Recognised by senior management for conducting reviews of legacy working practices and seeing through the subsequent projects to successful completion. 

On a personal side I love the outdoors and have a passion for sports, primarily cycling, skiing, golf and rock climbing. Recently I completed a cycle from John O'Groats to Land's End and trekked Mt. Kilimanjaro for charity, both of which were hard work but thoroughly enjoyable.

Work experience


Customer Care Operational Support

The Automobile Association (The AA)

Responsible for guiding the direction of the CRM system, working closely with end users, driving system customisation, and light MS CRM development. Key tasks and responsibilities include:

  • Understanding the operational processes within the sales and finance departments, analysing requirements for new solutions and seeking out efficiencies.
  • Working with users across the organisation to gather functional and non-functional requirements and preparing comprehensive technical specifications.
  • Closely manage the relationship with software vendors and third party service providers to implement projects and resolve technical issues.
  • Deal with day-to-day issues raised by users and manage through to resolution.
  • Manage a range of projects involving stakeholders, business users, technical teams and third parties.
  • Understand the software solutions in depth to determine how they can be best used to support the company's processes.
  • Hosting regular stakeholder meetings to determine how business systems need to adapt to meet business changes; assess and manage priorities. 
  • Raising business cases to justify project spend through cost savings and/or revenue generation. 

Mission Control & Resource Manager

The Automobile Association (The AA)

Responsible for managing contact centre resource levels in line with forecasted demands to enhance contact centre performance. Key tasks and responsibilities included:

  • Delivery of accurate forecasting across all contact methods, ensuring optimal scheduling to meet SLA’s / KPI’s.
  • Working closely with the operational management team in delivering efficiency gains via effective use of workforce management and telephony technologies.
  • Providing effective management information, reports and insightful analysis to the senior management team.
  • Utilising historical data and forecasts fully to develop accurate headcount models that provided capacity modelling, service level forecasts and supported recruitment decisions.
  • Consistent review of technology and working processes.

MI Analyst/Project Manager

The Automobile Association (The AA)

Tasked with the initial development and maintenance of the AADriveTech management information reporting suite. Gained experience of working with data and databases using T-SQL & MS Report Builder 3.0. Duties included the analysis of data and the production of accurate, relevant and timely information reports.

Studied and put into practice Prince2 methodologies. Mentored by the PMO Manager and developed the skills to manage project teams, project plans, budgets and risks/issues. Managed the successful implementation of an online booking site and new customer journey, whilst developing an understanding of system design.


Client Services Advisor

The Automobile Association (The AA)

Responsible for the management and development of the BikeSafe-London scheme, enhanced current business relationships with Transport for London and The Met Police. Managed and trained a small team that promoted and sold BikeSafe-London Rider Skills Days to local authorities, corporations and the general public.

Feb 2009Sep 2009

Workshop Technician

Adidas-TaylorMade Golf

Worked within in a very close knit team, assembled and dispatched bespoke TaylorMade products to clients worldwide.

Oct 2008Feb 2009

Network Sales Advisor

Southern Communications

Generated new business opportunities for the Field Sales team, identified key prospects and developed a further understanding of the Telecommunications industry.

Jan 2008Jun 2008

Account Manager


Established new and developed existing accounts while building strategic relationships with decision makers. Identified and prioritised key accounts by measuring their profitability to the company. Negotiated competitive pricing solutions in an extremely cost driven industry and promoted new products.

Oct 2005Nov 2007

Senior Sales Advisor


Helped recruit and train sales staff. Supervised, motivated, and monitored team performance. Set targets, developed marketing strategies, identified new business opportunities and tailored packages around their specific needs. Responsible for the opening and closing of the store. Dealt with multiple I.T. systems as well as keeping up to date with new products and services in a continuously changing industry. Awarded sales advisor of the month 8 times consecutively.


Sep 2004Jun 2006

Queen Mary's College


A Levels in Maths Mechanics, Geography and Sports Science


MS Dynamics CRM Customisation and Reporting (80444 & 80445), eWFM – Work Force Management, Prince2 Project Management, Microsoft SQL & Report Builder 3.0, Avaya Telephony – ASA & CMS, Basic HTML & CSS, Microsoft Office Excel, Word, Visio, PowerPoint & Project.