I joined Virgin Atlantic when it was still a start-up - more years ago than I would care to admit. I went on to lead the airport services function globally and then I was promoted to Customer Services Director where I took on additional responsibilities for cabin crew, catering and customer service training worldwide.
I have also always been interested in psychology and how people behave in organisations, so in 2003 I studied the psychology of leadership, change and coaching with the CIPD. At the same time, the Board asked me to lead a programme to re-engage all 7,500 staff in the Virgin customer experience following the impact of 9/11. That’s when I turned to TMI for advice and support. After a hugely successful programme and loving the work with TMI, I decided to get experience in other cultures and sectors before focussing on coaching and development full-time.
I believe my sweet-spot though is coaching leaders and teams through significant change and to develop high-performing, customer-focussed teams and organisations.
What I do at TMI
Having worked my way up the ranks in customer services/operations and service development, I can work at all levels within organisations. I believe my sweet-spot though is coaching leaders and teams through significant change and to develop high-performing, customer-focussed teams and organisations. I am currently coaching a number of executives in a business that is going through a challenging time which includes a range of ambitious targets and one of the most extensive change programmes ever.
What do I bring to Clients
My coaching philosophy is grounded in leadership, team development and organisational change theories. I help clients gain more self-awareness with an insightful and challenging style, whilst remaining pragmatic and empathetic. I take a positive approach with clients in developing motivating goals, focussing on what works, looking at success and how to achieve it whilst leveraging strengths.
When I'm not working
As a life-long learner, I continue to study and recently obtained a post-graduate diploma in Coaching and Development. When I am not studying I am practicing yoga, swimming, skiing or scuba-diving with my family.