Experience

Truebyte

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Head Of Operations

  • Oct 2021 - Present

  Responsible for the day to day operational running of the business, overseeing the smooth running of the company's remote Service Desk and directly line managing the Software Development, IT Infrastructure, Finance and HR departments. This role also functions as a member of the companies senior management team.The Head of Operations role provides Truebyte Tech with effective compliance management ensuring that Truebyte comply with IT, medical and general health & safety law. Also providing strategical input into new business and marketing campaigns, excellent client relationship management, maintaining a clear forum of communication whilst maximizing profitability and general maximization of internal team members performance vs target, ensuring a platform is provided for all employees to fulfil their potential.In addition to the role being also responsible for ensuring HR best practice, including quarterly performance reviews and general recruitment, the Head of Operations is also charged with ensuring that Truebyte invests in its people, building bespoke progression paths and career development plans for all members of the team, across multiple sites, ensuring that Truebyte remain progressive with a continual improvement ethos.

• Operations Manager

  • Sep 2020 - Oct 2021

  Leading the Management team within the day to day operation of the business, driving engagement, communication and development of the team. Also ensuring that the service desk and software development teams are ran effectively and efficiently, with a continual improvement ethos.Responsible for the management of all the companies Human Resources practices , including end to end management of the recruitment processes, internal policies and procedures, as well as defining a company training and development structure for all employees, overseeing the companies quarterly performance reviews and annual appraisal structure. In addition responsible for the companies compliance management, remaining in line with IT, medical and general Health & Safety law.As the Operations Manager, this role is also responsible for the finance team, enhancing profitability within the business, managing various budgets as allocated and maximise existing client and new business opportunities.



Rocket

• United Kingdom
• Marketing Services
• 1 - 100 Employee

• Head Of Operations

  • Feb 2018 - Sep 2020

  Ultimately responsible for the operational running and direction within the business, including the management of all operational departments, namely the Customer Support call centre, B2B sales floor, B2C sales floor, Quality Assurance and the internal mail house.In addition, responsible for driving the performance of all external sales centres, both in the UK and oversees, conducting weekly conference calls and quarterly/annual client visits. Combining internal and external sales, it is my duty to ensure sales processed are in line with the target set within the company budget.All the duties from the previous role of Operations Manager remain, including forecasting, company head count planning, KPI and SLA setting and enforcement, stock management and ensuring the company complaint handling procedure is adhered to, with both legal requirements and the customer experience in mind.

• Operations Manager

  • Jul 2016 - Jan 2018

  Responsible for the running of our customer service and external sales call centres, our internal mailing house, quality assurance department as well as training, with all managers from aforementioned areas of the business reporting into myself.Also responsible for driving sales performance across many external sales floors, both in the U.K. and overseas to achieve and surpass targets set, whilst ensuring all compliance and training needs are regularly provided to ensure correct and consistent communication is delivered.As the Operations Manager I am responsible for sales, call volume and staff requirement forecasting. Proactively ensuring that as a company we provide excellent service to clients and customers, whilst building all departments with morale in mind

• Customer Experience Manager

  • Jun 2015 - Jun 2016

  As the Customer Experience Manager the sole purpose of the role is to ensure the customer journey is fair, respectful and transparent within all verbal and written communication.Within the role I liaise with all department heads to ensure the company's ethos of 'quality comes first' is always at the forefront of all decisions and changes.Also responsible for managing the Quality Assurance and Membership Services departments.

• Quality Assurance Manager

  • May 2012 - May 2015

  Managing a Quality Assurance team in monitoring 8 sales floors and a customer service floor. Ensuring that all calls are conducted to the standard that is expected. Weekly conference call updates with all external call centers, aiding their development and improvement in terms of quality and sales numbers. Providing detailed analysis to all levels of the business on sales, quality performance and complaints, trend spotting and cross client reporting. Also personally reviewing all company complaints and deciding on if refunds are due on a case by case basis.In addition i am also required to train and feedback to all sales agents as well as manage my own teams attendance, ensure all investigations are conducted as required and conducting and chairing meetings with all call centre floor management. As well as ad-hoc mystery shopping.



Swinton Group

• United Kingdom
• Insurance
• 700 & Above Employee

• Sales Advisor

  • Oct 2011 - Dec 2011



Hastings Direct

• United Kingdom
• Insurance
• 700 & Above Employee

• Sales Agent

  • Feb 2010 - Oct 2011

  To hit and exceed all sales targets, including all ancillary add ons, such as legal cover, helmet and leather cover and breakdown cover.To conduct all calls to an FSA quality standard and in the manner which the company expects.As a senior member of the team i also trained, mentored, coached and help the development of the team, standing in for team leader in their absence To hit and exceed all sales targets, including all ancillary add ons, such as legal cover, helmet and leather cover and breakdown cover.To conduct all calls to an FSA quality standard and in the manner which the company expects.As a senior member of the team i also trained, mentored, coached and help the development of the team, standing in for team leader in their absence



London Trader Public House

• Bartender

  • Jan 2009 - Feb 2010