Bio

I believe that customer service, staff engagement and operational excellence are the very foundations on which successful businesses are built. People are the most important asset of any organisation and I have built my career on embedding a philosophy that is centred on people management & coaching cultures into the heart of corporate strategy. With more than two decades of experience in the leadership of large scale operations around the world, I have led the people agenda, and significant change & transformation projects, to deliver and exceed substantial billion-dollar revenue targets and control annual operating budgets in excess of >£30M. As Commercial Head at Eurostar I have built strategies that rationalise and leverage substantial savings, and reinvigorated world-class performance and coaching cultures that have significantly contributed to bottom line. Throughout my career with IHG, I pioneered many fruitful customer service, guest experience, voice channel, cost rationalisation, coaching, change management & employee engagement initiatives across the staff population in 9 international locations. Areas of Expertise: ☛ People Leadership: develop and mentor large international teams with an emphasis on empowering a coaching culture that results in exceptional performance across all areas of operational activity. ☛ Major Transformation and Change: rebuild and coach functional teams, critical operations and core business strategies from the ground up to improve contact strategy and boost revenues by $millions. ☛ Customer Service Quality: lead and drive the customer and quality agenda to embed continuous improvement across the global contact centre environment. ☛ Negotiation, Influence and Mediation: qualified ACAS mediator and negotiates comfortably at the most senior level. Email: simon.tyler1672@gmail.com