Dynamic leader focused on maximising customer engagement and team performance. Implements training and mentoring programmes that elevate employee capabilities and operational efficiency. Drives improvements through collaboration and dedication to quality outcomes.
Overview
24
24
years of professional experience
Work History
World Class Supply Chain Mnager
Molson Coors Beverage Company
Tadcaster
03.2012 - 06.2026
Achieved service time and quality targets, enhancing overall customer satisfaction.
Engaged with customers to understand needs, tailoring service delivery for improved satisfaction.
Collaborated with team members to meet targets, contributing to overall team success.
Demonstrated consistent hard work and dedication to achieve results and improve operations.
Trained and mentored employees to maximise team performance.
Maximised customer engagement and satisfaction by delivering excellent customer service.
Promoted safe working environment by implementing regulatory standards, policies and guidelines.
Member of Leadership team involved in setting site strategy
Technical Brewer
Molson Coors Beverage Company
Tadcaster
05.2002 - 03.2012
Managed brewing process from raw materials selection to kegging, ensuring product quality at each stage.
Monitored equipment operation, adjusting parameters to maintain product quality and consistency.
Designed and optimised brewing schedules, aligning production capacity with targets to enhance workflow.
Education
Master of Science - Brewing and Distilling
Heriot-Watt University
Edinburgh
01-2022
Bachelor of Science - Biochemistry
Bangor University
Bangor
01-2021
Skills
Customer engagement
Health and Safety Compliance
Customer service excellence
Punctuality and reliability
Computer literacy
Process optimisation
Interests
Hill waking, Mountain Biking, Golf, and all things outdoors
<ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul> at Loggerhead Reciprocal Interinsurance Exchange<ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul> at Loggerhead Reciprocal Interinsurance Exchange