Experience

Scottish Autism

• United Kingdom
• Individual and Family Services
• 200 - 300 Employee

• Personal Support Worker

  • Aug 2020 - Present



Eagle Couriers

• United Kingdom
• Truck Transportation
• 1 - 100 Employee

• Operations Coordinator

  • Jun 2019 - Aug 2020



Eagle Couriers

• Bathgate

• Operations Coordinator

  • Jun 2019 - Jun 2019



first direct

• United Kingdom
• Banking
• 700 & Above Employee

• Customer Service Specialist

  • Sep 2018 - Jun 2019



Currently Seeking New Role

• central scotland

• Operations Manager

  • Feb 2018 - Feb 2018

  I worked as the Operations Manager on several key projects across the business over 2 sites in central Scotland. Key Contributions: Improved project efficiency by effectively utilising available resources and managing correct levels of staffing ratios. Succeeded in achieving project KPI’s and completed tasks on time and within budget. Expanded original start-up team by 50% and added 20 FTE staff on client’s demand, which resulted in achieving monthly profit margin of over 30%. Achieved project profit margin of over 21% by enhancing 20 FTE to 150 FTE over a 4 month period and met client’s requirements in less than company’s standard rate. Streamlined training and development processes by conducting training sessions with training/recruitment teams to discuss and resolve training department issues. Show less



Simply Solutions

• Livingston

• Facilties Manager

  • Jan 2010 - Dec 2014

  The business I worked for provided planned and reactive maintenance for clients across the UK and areas of Europe. Key Contributions: Developed a basic "New Start Process Manual" through collaboration with senior agent, resulting in improving attrition levels in a positive way by reducing agents leaving within 3 months by almost 50%. Increased business profitability by over 40% for the period of the contract by securing a new client maintenance project, which included negotiating contractor rates and reactive and planned maintenance rates with the client.. Show less



24 Seven

• Livingston

• General Manager

  • Aug 2006 - Sep 2009

  My objective was to maximise revenue opportunities for my business and also maintain and improve our levels of customer service and accountability to our clients. Key Contribution: Successfully managed and maintained cost by utilising effective negotiation skills, resulting in settling new rates with all our contractors to retain our clients. Actively monitored performance of customer service teams and managers to complete tasks in a timely manner, which resulted in ensuring client satisfaction. Show less



beCogent Ltd

• Operations Manager

  • Aug 2004 - Aug 2006

  I was responsible for taking over a brand new account for Telewest Broadband and the management, development and performance of 10 Team Managers and over 140 staff across 2 x sites in central Scotland.As part of my duties, I also had to make sure that all my Managers were supported in achieving their own and their team’s KPI’s, and that they were developing the staff under their control to achieve and exceed personal development plan targets. I had to strive to exceed the performance of our competitors, including my clients in-house call centre staff, so that we justified the decision to offer our business the contract, and to grow it into a successful and long term project, which we achieved. My main tasks involved were the accountability for achieving all KPI’s, utilising all staff to provide the necessary coverage and to optimise our efficiency. I also had to support my managers by giving regular weekly feedback sessions and monthly 121’s so that they were given the necessary development to enable them to improve as team managers and also give them the skills to motivate and develop the agents within their teams.I reported directly to the Business Operations Director. Show less

• Operations Manager

  • Oct 2001 - Aug 2004

  I was responsible for the performance, management and development of the AOL technical support team. My team included up to 14 Team Managers and varying numbers of staff from anything between 100 up to 200 depending on client’s seasonal needs, requirements and shift patterns.I was responsible for developing my Team Managers through regular 121s, performance development plans, and target planning and business awareness. I also had to make sure that all my Managers were in turn developing and supporting their team to provide maximum performance so as to achieve, and better, programme profit forecasts.We had to achieve client targets for SLA’s and also ensure that the service we were providing was at a level exceeding customers’ expectations. As always with an outsourcing business, there is an added pressure to perform at a level above the clients own in-house team and we achieved this regularly by ensuring that encouraged and coached staff for the tasks they did well and the areas they were under performing in.This was a very rewarding account as we were one of the largest projects within the business and we were often given very positive feedback for the job we did. . Show less

• Team Manager

  • Nov 2000 - Oct 2001

  Managing a team of 15 agents to achieve required level of performance to meet all KPI’s and SLA targets and provide support and motivate the team into improving their individual performance to as high a level as possible. I gave regular feedback to agents on their performance and introducing personal development plans to raise their performance and skill levels. I was also responsible for highlighting any issues relating to absence, lateness etc and for carrying out investigatory meetings prior to any individuals having to be taken to potential disciplinary hearings. Show less



None

• Employment break due to illness

  • Jul 1997 - Oct 2000



Marshalls plc

• Wholesale Building Materials
• 700 & Above Employee

• Poultry Farm Manager

  • Jun 1983 - Jul 1997

  I was responsible for the production levels of a poultry unit containing 120,000livestock. I had to ensure that all livestock was grown from day old to point of maturity, reaching our contracted retailer, Marks & Spencer, in first class condition for sale and consumption. I had to ensure all daily tasks were carried out following very strict health and hygiene regulations and I had to ensure that all required foodstuffs, vaccinations, weight checks etc were completed as required on a daily/ weekly basis. I was also responsible for managing the day to day running of the farm and ensuring that all staff were aware of, and were completing required tasks and carry out roles given to a high level under business rules and procedures. Show less