Our Team

Kieron Murphy

Kieron has 30+ years’ experience at all levels of the UK sales and marketing industry, covering management and leadership, face-to-face sales, contact centres, customer service, and tech support.  This gives him very practical skills in coming up with common-sense solutions, producing significant measurable improvements in results and morale.  Kieron has excellent interpersonal skills and believes passionately in the links between good people management, job satisfaction and enjoyment, and commercial success.

He brings the wealth of his experience in the creative industries into his work. His greatest strength lies in getting people to work to their best ability, by encouraging their individual humanity, intelligence, and creativity. Kieron works with the individuals to improve quality, achieve measurable results, implement lasting change, to build a winning team with a strong work ethic.

Elaina Smith

Elaina has over 20 years’ experience as a manager, leadership development consultant and executive coach.  She is best known for designing, implementing and embedding high impact, deeply personal development journeys for leaders and coaches.  Her love of learning and passion for continual personal growth, has led her to explore and develop her own capability, potency and capacity as a consultant.

It is important for Elaina to understand the outcomes of the work she does. Over the years she has developed tools and methodologies to enable the assessment of interventions and track how behaviour, performance and relationships are impacted over time. For her, there are few more rewarding moments in life than seeing the powerful ‘ripple effect’ of a successful intervention, and experiencing its legacy years later.  Elaina has recently completed a three-year Organisational Transaction Analysis programme exploring organisational systems, culture and change and is working towards a Diploma in Executive Coaching.

Bryan Walters

Bryan is a qualified Chartered Accountant by profession.  After selling his practice he joined what is now the Merchants Group and after a number of senior jobs in the Group took on the role of Group Commercial Director, which incorporated the role of Group FD as well as other responsibilities.  He led a highly complicated Partial Management and Employee Buy-Out involving some 150 staff followed by a trade sale two years later.

So far he has been involved in transactions totalling well over £100m. including one partial Management and Employee Buy-Out involving about 150 participating shareholders, which delivered a return to the lead investor of an IRR in the region of 70%.  Included in the deals he helped to manage was a Joint Venture with the China National Heavy Duty Truck Company – an organisation employing over 800,000 people – the outcome a few years later was a £5m profit for the UK investor.

He is also well versed in helping companies to prepare for either an investment or sale.

John Drury

John has worked for over 20 years in the contact centre and outsourcing sector.  This includes international experience in UK, Germany, Holland, France, South Africa and Ireland.

His core focus is to work with clients who are looking to use Ireland as a strategic hub to expand their business across Europe through Multilingual BPO specifically for telesales, telemarketing and customer service

John has extensive experience across the following sectors: Financial Services, General Insurance, Banking, Technology, Utilities, Retail, E-commerce, and Public Sector/Government.  His specialties include: Designing pan European lead generation campaigns; Implementing effective cross & up-selling campaigns for B2B and B2C; Designing, improving and running multilingual customer service operations; Managing high volume back office processing operations.  115

Stephen Shellabear

Stephen is an experienced L&D practitioner and has held interim director and senior management roles for major corporates here and overseas.

He is skilled in working with leadership teams and operations to define and implement board level change to increase customer experience across the organisation. His international experience includes Asia and the Far East delivering complex, multi stakeholder programmes and aligning BPO and service partner operations with US and UK customer operations. Programmes include: leadership and management skills, customer experience, core metrics improvement, competency framework development, frontline agent support, telephone sales, arrears collection, customer service, call and contact centres, help desks and quality management.

Ray Irwin

Ray handles all our technical training and consultancy, especially in the areas of IT and Telecoms.  He has extensive experience in Service Management roles in various major Telecoms organisations, delivering to very demanding customers in a stringent service level agreement and service credit driven environment.  Ray takes a very pragmatic approach to process design and management, keeping things as simple as possible but remaining effective.

He set up and led teams providing 1st and 2nd line Incident Management and Problem Management at the company that runs the mobile communications network used by Great Britain’s emergency services.  He was also involved in the company’s vital support role in the 2012 Olympics.  More recently Ray designed and delivered a training programme for the Technical Support function for a leading phone and broadband provider.

He has also done many voluntary projects, including most recently for the DFS Children in Need campaign, during which Ray developed and implemented a project plan aligned to the Marketing Plan, liaised with various departments and key stakeholders to agree processes and interaction points, and developed Management Information reports to track sales and stock levels.

Ray is ITIL V3 and Prince2 qualified.

John Phelan

John’s background is in education, spending over twenty years as a teacher, Senior Manager & Senior Leader in a wide variety of schools, in the UK and overseas.  He was accredited as an ‘outstanding’ teacher by Ofsted and he utilises these skills now as a highly engaging trainer.

John works with businesses and organisations to ensure clarity and effective alignment between Purpose, Goals and Strategy, and the processes which underpin and support these.  He has extensive experience working with individuals facing personal and /or professional challenges. He runs a successful private practice and conducts one-to-one sessions, working with individuals who are facing major personal challenges, problems and issues.

He is skilled in supporting directors, non-executive members and staff with expertise to strategically plan, communicate, motivate, influence, negotiate and lead to be successful, and be models of excellence.

John has the ability to inspire and motivate clients beyond what they considered possible, and at the same time, empowering them to do the same with their own colleagues and clients.

To find out more, call us on 01536 525100 or email us from our Contact Page.