I have worked in the telecoms industry for the last 20 years, across mobile and fixed communications. During that time I have led teams in disciplines including revenue assurance, logistics, mergers and acquisitions, technical support, call centres, operations, product management and customer service.
As managing director, Customer Service, I am responsible for the delivery of all aspects of service for BT’s Consumer customers across telephone, broadband and tv.

In my previous role as director strategy, complaints and eServices, I was responsible for implementing social-media tools such as Twitter to help turn dissatisfied customers into BT advocates.

Before joining BT, I worked at Orange, Avaya, Lucent Technologies and started my career with a 10-year spell at Vodafone, including two years as a call centre advisor.