Curriculum Vitae / Résumé
I am a Self-Employed Operations Director / Consultant that is comfortable operating at the highest levels in large multinational organisations, as well as in small entrepreneurial businesses. My focus is on helping companies formulate and implement their operational strategy. My clients often do not have the leadership in place to implement that strategy right away. In these situations, I operate as the interim leadership to get the strategy underway immediately. Thereafter, I help recruit the correct leadership and step away from the project once the leadership is hired and a transition plan is prepared.
My twenty-seven years of international operations experience has been primarily in the E-commerce, Technology, Media, and Telecom sectors. I have worked across Europe, the Middle East, South America, and the USA. I’ve worked sixteen years in start-up operational leadership and strategy formulation with organisations such as Spotify, Skype, last.fm, lastminute.com, Amazon.com, Belkin, the ACCA, Alghanim Industries, Vodafone, the RAC, Aviva, Dunn & Bradstreet, and IBM.
I am also an independent scholar with a focus on the cultural history of honor in warfare from 1755-1815.
I hold PhD and Masters degrees from King’s College London and a Bachelor’s degree from the University of Tampa, Florida.
Confidential Client – Energy Industry – Patented Product
2015-2016 – Princeton, NJ, Boulder, CO & Houston, TX
Operations Director – Helped this business raise venture capital and launch the North American operations featuring a patented product that challenges an established business in the energy information industry. Work included pitching to potential investors, patent reviews, field deployment design, and operational, legal, and financial planning.
2014 – NYC, Stockholm, Cambridge, Bogotá
Interim Outsourcing Leader – Helped this music streaming pioneer prepare a strategic plan for evaluating, selecting and initiating operations with world-wide partners. Implemented plan until permanent leadership could be recruited. Involved in all areas of implementation and integration, including technical preparation and testing, reporting standards and protocols, quality assurance, operational processes, legal contracting, and transition management.
2013 – London, United Kingdom
Strategy Analysis and Programme Design. I helped this FTSE 100 company with a strategic needs analysis, then helped them design the programme to implement the recommendations. Ongoing advisory capacity during roll-out of operational and technical components.
2011 – 2012 – Playa Vista, California
Service Strategy analysis, design, and implementation. Presented a new self-service and premium service strategy proposal to the Executive team of this prominent technology company. Obtained approval, started, led and transitioned the program to a permanent team for ongoing operations.
2011 – Kuwait / GCC / MENA
Operations Director / Consultant to a major GCC retailer. Set up an e-commerce operations from scratch. Led strategic review that led to the instigation of the project. Led project from inception.
Skype / ebay
2009 – 2010 – Estonia / Luxembourg / London
Led several operational projects/programs for Skype. I led projects/programs on Customer segmentation, Customer Messaging, and New product deployment for Skype. I worked for ebay on the Skype IPO preparation (pre- Silver Lake sale).
2010 – London / Glasgow
Worked for the Finance Director of this worldwide Accounting accreditation provider to provide strategic advice on how to consolidate, improve and implement its customer service, sales and delivery model.
Ongoing advisory capacity.
2006-2009 – London
Operations Director – Worked with the Israeli Founder of the business to develop funding, marketing, and operational plans for this successful niche travel service.
2006 – 2007 – London, United Kingdom
Helped the CEO, CFO, & COO of this music social networking business grow their customer service, e-commerce, and payments capabilities.
2006 – 2007 – London / Dubai
Operations Director – Worked with the Lebanese Founder of the business to develop the business plan, design and deliver the website, build the logistics infrastructure and establish world-wide delivery capability.
2004 – 2005 – London, Manchester, Rotterdam
I was a Managing Consultant working in the telecommunications, retail, automotive and financial services sectors. Led major projects at Dunn & Bradstreet (D&B), Aviva, the RAC, and Vodafone.
N Brown PLC / JD Williams
Head of Customer Services
2002 – 2004 – Manchester, United Kingdom
Managed a 1,300 member customer sales and service team for a FTSE 250 catalogue retailer that was making the transition to becoming an internet retailer. Provided full spectrum customer support for other companies as well, such as Toys”R”Us, River Island and Early Learning Centre.
Head of Global Operations / Retail Operations Director
2001 – 2002 – London / Paris / Munich / Capetown
Led the customer service, supply chain, business intelligence, and programme management office teams for this pioneering online travel agent.
Head of UK Customer Services
1999 – 2001 – London / The Hague
First managed the expansion of the distribution centre network in the United Kingdom. Later, led the UK customer services centres in England and The Hague. Member of the Amazon.co.uk executive management team.
Regional Operations Manager
1998 – 1999 – London, United Kingdom
Led the West London operations team of dispatchers and patrols.
Friends Provident (now FriendsLife)
1997 – 1998 – Salisbury, United Kingdom
Led the new product team in the new business processing area.
Registered Financial Representative
1994 – 1996 – London / Glasgow
Provided financial services advice and products to individuals and businesses. FSA Financial Planning Certificate 1, 2, and 3 qualified in the UK and NASD Series 7 and 63 qualified in the USA.
Captain, Company Commander, 100th Division.
Lieutenant, Platoon Leader and Executive Officer in a forward deployed Cavalry Troop of the 2nd Armored Cavalry Regiment.