Operations Manager

• Apr 2023 - Present

Project Manager - Digital

• Feb 2021 - Apr 2023

An exciting new ERDF funded project branding as uxplore, supporting SME's in Coventry & Warwickshire to realise the potential of digital connectivity including broadband, 4G and 5G networks. There are several support streams including cohort based collaborative based learning, grants for development of new products and our Digital Connectivity Demonstrator - a physical test area. An exciting new ERDF funded project branding as uxplore, supporting SME's in Coventry & Warwickshire to realise the potential of digital connectivity including broadband, 4G and 5G networks. There are several support streams including cohort based collaborative based learning, grants for development of new products and our Digital Connectivity Demonstrator - a physical test area.

Business Delivery Manager

• Apr 2020 - Feb 2021

Delivering the ERDF Proof of Concept grant fund project. The project provides grants of between £1,400 and £10,000 to SME's in the Coventry & Warwickshire and Greater Birmingham & Solihull area. The grants are a 40% contribution to external expenditure relating to IP due diligence, market research/analysis/assessment, business plans and prototype development or other proof of concept feasibility activity. Delivering the ERDF Proof of Concept grant fund project. The project provides grants of between £1,400 and £10,000 to SME's in the Coventry & Warwickshire and Greater Birmingham & Solihull area. The grants are a 40% contribution to external expenditure relating to IP due diligence, market research/analysis/assessment, business plans and prototype development or other proof of concept feasibility activity.

EEC Employability and Placements Manager

• Nov 2019 - Mar 2020

Working with the EEC Futures team to set up the placements programme for Masters students. The University is a complex organisation and I work across departments to agree the process. I advise students, one-to-one, in groups and via workshops. I also engage with employers to create placement opportunities. Working with the EEC Futures team to set up the placements programme for Masters students. The University is a complex organisation and I work across departments to agree the process. I advise students, one-to-one, in groups and via workshops. I also engage with employers to create placement opportunities.

Temporary Admin Co-ordinator

• Jan 2019 - Nov 2019

Temporary role initially in the Divisional Support Office of Warwick Medical School and from April onwards in the Careers centre at Warwick Business School. Responsibilities include dealing with face-to-face, email and telephone enquiries from students, facilitating seminars, travel arrangements for staff, supporting recruitment and the WBS Global Mentoring and Alumni programme Temporary role initially in the Divisional Support Office of Warwick Medical School and from April onwards in the Careers centre at Warwick Business School. Responsibilities include dealing with face-to-face, email and telephone enquiries from students, facilitating seminars, travel arrangements for staff, supporting recruitment and the WBS Global Mentoring and Alumni programme

Service Delivery Manager

• Oct 2018 - Dec 2018

Working across the business to identify areas requiring support. Improving process and efficiency whilst ensuring the focus on Customer Service is maintained. I assisted the business with recruitment, successfully conducted a stock take for a major retailer and set up the foundations of Health & Safety. Working across the business to identify areas requiring support. Improving process and efficiency whilst ensuring the focus on Customer Service is maintained. I assisted the business with recruitment, successfully conducted a stock take for a major retailer and set up the foundations of Health & Safety.

General Manager

• May 2014 - Aug 2018

The UK's leading independent IT repair and service specialists with circa 85 staff and £6.2m annual turnover. Following a business restructure I stepped up to support my MD and took responsibility for all Customers, New Business Implementation, Customer Services, Account Management, and Quality. When our part time HR Manager left in October 2016 I took over her role as well which included Payroll, H&S and Occupational Health along with the appropriate personnel. I immediately insourced our payroll provision to reduced cost and increase control.• Retained a key £750K account which transferred to another system service company.• Made the decision to close the Manchester site in April 2015 and project managed the transition of service to other sites.• Developed and maintained a strategic partnership with a logistics and field engineering company Show less

Operations Support Manager / Transport & Project Manager.

• Dec 2006 - May 2014

Promoted as second to the Operations Director, overseeing all operations of the business. Retaining circa £1m Key Account Management and managing a team of six staff for on-site implementations for Waitrose. Seconded to mentor a general manager to improve utilisation and efficiency in staff output and profit levels from the Wokingham repair centre resulting in a return to agreed customer KPIs, improved staff morale and a 25% increase in staff efficiency and utilisation.• Delivering strategic input into IT, health & safety and mentoring three site managers. • Provided six-month cover for HR Manager’s maternity leave during TUPE consultations.• Supported the Director through an MBO following retirement of the previous MD, becoming second in the business • Project managed the implementation of a new £1M contract. Show less

General Manager

• Sep 2002 - Dec 2006

I relocated to Birmingham to take over the management of the Triage repair centre. The site had gone through a substantial change due to technological evolution of products becoming smaller and cheaper. Big CRT monitors and huge inkjet and dot matrix printers were no longer common.We moved my VMI service in along with other contracts involving large product since it was a big site. I was responsible for the fabric of the building and everything in it, including H&S, HR, customer satisfaction and profitability. Over a period of four years I grew the revenue from £0 to around £2M and the staff up to about thirty. I also managed key accounts, the VMI service and was second to Operations Manager.I created a community in the repair centre which resulted in low staff turn over, a low sickness absence rate and high profitability. Despite this, Triage had too many sites for the amount of work and we closed the centre, transferring the work mostly to the site in Houghton Regis. I supported my staff through the redundancy process and was heartened when the majority of them went on to bigger and better jobs elsewhere.Having project managed the transfer of the work to other sites I retained responsibiity for service delivery to those accounts and so began working between home and our other sites. Show less

Project Manager

• Oct 2001 - Sep 2002

Triage Services won their biggest ever contract worth £25M over 5 years for the outsource of a repair centre in Maidenhead. As I lived locally and already had a reputation for being highly organised with great attention to detail, I was asked to join the 5 strong project team. We initially continued to run the repair centre in situ, transferring the management onto our own systems and then migrated the work into other Triage repair centres, closing the Maidenhead site.At the same time I worked on a project to set up a new service called Vendor Managed Inventory for a specific customer. Rather than our customer owning IT hardware and sending it to us for repair, they wanted to buy it from us when needed and potentially return a faulty version of the same SKU for a credit. I priced the purchase of the necessary stock and calculated pricing based on the repair cost of the products and the number of times it would 'turn'. I created a data base to run the service and trained staff on its use. The service was implemented at our Birmingham repair centre and ran profitably for several years. Show less

Account Manager

• Jun 2000 - Oct 2001

I joined Triage Services as an Account Manager to look after accounts such as Kyocera Electronics, Daewoo Electronics and Maxdata. Due to my close working relationships with the sales team at Kyocera I was able to assist them to win new business by providing short term support solutions for other manufacturers products and, for significant time, Kyocera Electronics grew from being a small customer to our second largest customer by value.

Customer Services Manager

• 1993 - May 2000

I joined Kyocera as a temp and was quickly offered a permanent role and sponsorship for a Diploma in Managment Studies. I started at Kyocera processing orders for printers and consumables and worked my way up to Customer Services Manager. Initially as CSM I reported in to the Marketing Department but as my product knowledge grew I transferred to the Technical Department. I took responsibility for an external team of customer service and technical support agents and a small in-house team for escalations and complaints. The external service company also provided field service engineers and we additionally employed the services of Triage Services Ltd to provide a swap out service for our smaller printers. I learnt a tremendous amount at Kyocera and particularly enjoyed building relationships with third party suppliers and supporting our sales team with corporate customers. Show less