High-Impact Efficiency Gain

At Goldman Sachs, manual processes within trading desk operations were time-consuming and increased the risk of errors.

Skills:

Continuous Improvement Explaining Complexity Simply Business Optimisation
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Risk & Regulatory Transformation

At Barclays, the organization lacked a centralized way to identify and manage control gaps, which increased regulatory and operational risk.

Skills:

Stakeholder Engagement Operational Risk Management
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Wittmann PSI Penta — First ERP Installation in Turkey

Wittmann Group mandated the first-ever PSI Penta ERP installation in Turkey — a true greenfield with no local precedent, no reference group, and a workforce that had never operated on a unified enterprise system.

Skills:

ERP business change Business Change Management & Communication Stakeholder Engagement training BI ITIL Expert business and it operational processes infrastructure Consultancy
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United two clashing teams, implemented CRM and stabilised a stressed digital care function

At Lush, two separate departments with very different microcultures had been merged to form a new digital customer care team. On paper they were “one team”; in reality they were under-resourced, overrun with emails and calls, and still acting like two separate groups. They were working out of a shared Gmail inbox, with no proper...

Skills:

CRM Systems Leadership Coaching analytics Report Design Resource Management
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Rebuilt ISO 9001 from scratch and passed external & client audits

When I picked up ISO 9001, the accreditation had expired and, due to a falling-out with the previous ISO owner (a former employee), most of the ISO documentation had been wiped. We had existing key clients who required ISO 9001 and more key clients onboarding who also expected it. Processes were being followed loosely, but...

Skills:

ISO 9001:2015 Quality Management System consultancy
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Automated 60% of enquiries, hit 4.8 Trustpilot & unlocked ~£300k in shipping savings

At a global e-commerce retailer, the customer operation was heavily reliant on temporary staff during peak periods, which was expensive and slow due to time-to-competence. As a global brand with a large customer base in Germany, communication was also clunky – agents were manually copying and pasting into Google Translate to respond. The company had...

Skills:

3rd party delivery process Apparel analyst Customer Personalisation Customer Service Management customer experience strategy CRM Systems training
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