Experience

Ardmore Language Schools Ltd

• United Kingdom
• Education Administration Programs
• 1 - 100 Employee

• Operations Director

  • Sep 2017 - Present

• Operations Manager

  • Jan 2015 - Sep 2017

  • Successfully leading and managing a team of core staff as well as overseeing up to 500 seasonal staff, providing exceptional customer service strategy delivery, whilst achieving a 5% increase in positive customer feedback.• Creating business process solutions to deliver an efficient operating procedure to achieve SLA targets with a consequent cost reduction (including reduced spend on transport and stock.• Generating higher levels of staff morale and motivation and thereby higher KPI attainment through creating and executing detailed staff training plans and passing on as much knowledge and information to new and existing staff as possible.• Delivering significantly improved service strategy and core process documentation in order to ensure all programmes are delivered ahead of the British Council guidelines.• Closely involved with HR duties including all recruitment and development of staff processes, including conducting many two stage interviews, making decisions on who to hire, designing and delivering essential training courses for seasonal and full time staff and controlling staff performance management.• Acting as the main point of contact for key clients including account management and improving relationships leading to increased sales. Show less

• Assistant Operations Manager

  • Sep 2013 - Dec 2014

  • Successfully leading and managing a team of core staff as well as overseeing up to 500 seasonal staff, providing exceptional customer service strategy delivery, whilst achieving a 5% increase in positive customer feedback.• Creating business process solutions to deliver an efficient operating procedure to achieve SLA targets with a consequent cost reduction (including reduced spend on transport and stock.• Generating higher levels of staff morale and motivation and thereby higher KPI attainment through creating and executing detailed staff training plans and passing on as much knowledge and information to new and existing staff as possible.• Delivering significantly improved service strategy and core process documentation in order to ensure all programmes are delivered ahead of the British Council guidelines.• Closely involved with HR duties including all recruitment and development of staff processes, including conducting many two stage interviews, making decisions on who to hire, designing and delivering essential training courses for seasonal and full time staff and controlling staff performance management.• Acting as the main point of contact for key clients including account management and improving relationships leading to increased sales. Show less

• Centre Director

  • Mar 2012 - Sep 2013

  • Focused on the delivery of the various programmes including merchandising, customer care & service, food & operational health & safety standards, compliance monitoring, record keeping and speedy resolution of customer complaints. • Successfully led, motivated and managed the centre team staff to achieve and exceed all their KPI targets on a regular basis.



The Bushcraft Company Ltd

• United Kingdom
• Travel Arrangements
• 1 - 100 Employee

• Interim Head of Operations

  • May 2021 - Aug 2021

  > Ensure governance and compliance with regulatory and legislative requirements and all internal policies. > Develop and implement all necessary policies and procedures to facilitate management oversight, adherence to our Quality Management Systems and to ensure that all internal operations achieve their business objectives. > Develop and maintain project reporting and compliance analysis for all operational areas. > Maintain an effective working relationship with all stakeholders of the business to ensure that there is effective coordination of all activities in support of overall objectives. Show less