I was lucky to begin my career with British Airways, growing up in a company at the forefront of innovation, performance management and customer service. This background set me on the road to a happy career in the leisure and IT industries. As well as many years as a leader and people manager, I have direct operational experience in sales, marketing, contact centres, HR, project management and IT. My last ‘proper’ job was Head of Customer Service Training with Virgin Atlantic Airways. There I was responsible for cabin crew, airports and customer service training and, as a member of Virgin’s Strategic Development Group, a number of cross-group culture change projects.
My approach is to energise and engage people in wanting to deliver great service, and to work with managers to lead the service initiative – it lives or dies with them.
What I do at TMI
As a consultant, I work with a large number of private and public sector organisations, helping transform their processes and people; these include Chiltern Railways, Aer Lingus, Malaysia Airlines, Air Malta, Eurostar, Sainsbury’s and The Dorchester.
I work with senior teams, middle managers, supervisors and front-line employees – one of my specialist areas is working with dysfunctional teams. Another area of course is service - my approach is to energise and engage people in wanting to deliver great service, and to work with managers to lead the service initiative – it lives or dies with them.
I also have a wealth of experience in the assessment, selection and development of people. I am a qualified psychometrician and use tools such as MBTI, OPQ, 16PF, Firo B and the Hay Emotional Competence Inventory in my work with individuals and teams.
What do I bring to Clients
As I divide my career between corporate management and consultancy I have a very practical, real-world approach to projects, delivering high impact and relevant programmes. If you haven’t fired someone, can you really talk credibly about managing performance? I adapt quickly to different corporate cultures and client feedback is that I become part of the business very quickly… saying goodbye at the end of projects is hard to do. I’m also a great trainer – read my reviews!
When I'm not working
I am mainly sleeping. When you expend a lot of energy training you do need significant recovery time. Ideally, after waking up, I’ll be practising my Italian in a bar in Assisi, drinking cappuccino, and working through the Booker shortlist – or possibly the Richard & Judy version.