10 years of leadership experience gained within the service industry (including financial services) have served Debbie well and provided plenty of examples and anecdotes to draw upon during the leadership and management skills programmes she has developed and delivered. She has led challenging teams through cultural change, both as their leader and as an independent facilitator. Debbie’s skills as a facilitator, combined with her supportive yet challenging style, create an environment where fears and concerns regarding change can be aired and discussed, leading to increased commitment to change, improved decision making, more effective implementation and increased organisational learning. Debbie’s passion for excellence in customer service has led to the design and delivery of a number of events across a range of industries and sectors, which focused on improving the customer experience. Employees have become more motivated and have enjoyed higher levels of job satisfaction which has resulted in increased customer satisfaction ratings and often an increase in market share.