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I have 27 years experience in housing and 5 years providing English language services to businesses (e.g. Mars, Morgan Crucible, European Union) in Italy. Somewhere safe and secure to is as much a necessity as good healthcare and education to help households thrive.
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Professional Profile

Director of Customer Experience

have direct responsibility for our contact centres (1 central and 3 regional), leading on policies, strategies, customer experience offer, online self-service, live chat, social media enquiries, Customer Experience Team, CRM system, Digital Inclusion, Surveys and Central Admin. I'm proud to work with such a positive group of colleagues. I'm part of Optivo's Leadership Team and Customer Experience Committee. I'm a Board member at Inquilab (W. London Housing Association)

5 Jul 2010
Head of Service Improvement

My main project was to increase group service charge income by collecting management fees (which fully reflected the cost of management) and recovering all caretaking costs. In one year, this raised over £3M, a massive success.
I also designed policy and procedures for new products, edited L&Q's 'Homeowner' magazine and organised corporate events at signature venues such as The Tower of London walkways.

7 Apr 2008
Celtic Communications

Provided English Language lessons to companies (Mars, Morgan Crucible, European Union) and groups of private students arranged exams to First Certificate and Certificate of Proficiency validated by British Council. Arranged translations, interpreting and factory tours. Loved the life and made some great amici.

28 Sep 1992


London University, Goldsmiths College
BA (hons) English Literature
10 Jun 1983
Thames Valley University
PG Certificate in Housing & People Management
12 Jun 1998

More About Me

Barman at Butlins
The Daring Young Man on the Flying Trapeze
Cinema Paradiso
Inside Housing
Bob Dylan
Italian alps

Travel, playing guitar, gigs, vegan food, Glasgow Celtic supporter, member of House of St Barnabas charity-based members club. I love my job/sector so that's also one of my pastimes.