Experience

Mainline Digital Communications Ltd

• United Kingdom
• Telecommunications
• 1 - 100 Employee

• Sales Support Manager

  • Jun 2016 - Present

  Managing the Sales Support Executives & Deal Executive for the distribution of mobile phones. Mainline is a subsidiary of EE. The central like with the network, partners & sales team to ensure smooth transactions & repeat custom. Managing the Sales Support Executives & Deal Executive for the distribution of mobile phones. Mainline is a subsidiary of EE. The central like with the network, partners & sales team to ensure smooth transactions & repeat custom.



Spirit Pub Company

• Commercial & Operations Support Manager

  • Dec 2012 - Jun 2016

  ROLE:The management of the Spirit Leased Contact Center and Operations Support; with the focus of excellent customer serviceProposing and developing operational strategy, policy and procedures to support the business strategy and planned growth of the company.To be a central link with Operational Directors, and Business Development Managers within the field.To design and implement internal processes to support the company’s Code of Practice, as supported by the BII ACHIEVEMENTSThe simplification of key processes throughout the business Established an escalation process throughout the business to ensure the Code of Practice is adhered to and to improve the customer journey. Delivered business reporting; and process automation. Personal development and coaching of team members.

• Pub in a Box Coordinator

  • Feb 2012 - Dec 2012

  ROLE:Proposing and developing operational policy and procedures to support the business strategy and planned growth of the company; through an integrated pub systemTo be a central link with Change Mangers; Business Development Managers, Operations and Service providers to ensure the benefits of an integrated back bar system are implemented and delivered within a structured time restraintsTo design and implement internal processes to support the company’s vision of driving benefits of Pub in a BoxACHIEVEMENTSThe introduction and simplification of key processes throughout the business; to allow for the deployment and implementation of multi million pound project Negotiating with service providers for equipment management and resource requirements Provided reporting mechanisms throughout the business; including dashboard of activity to ensure all tasks completed within time constraints of the projectManaging costs through challenging kit requirements Ensuring all outstanding issues are resolved prior to and post implementation of new systems and processesCoaching field team and driving benefits of new systems within the field; completing successful transitions from old to new world and driving behaviors to ensure business objectives are delivered and maintained



Punch Pubs & Co

• United Kingdom
• Hospitality
• 400 - 500 Employee

• Operations Support Manager

  • Apr 2009 - Dec 2011

  ROLE: •Proposing and developing operational strategy, policy and procedures to support the business strategy and planned growth of the company. •Providing coaching and development to the Operations Support team and field employees to enable personal development and enhance performance. •To be a central link with Operational Directors, Operational Managers and Business Relationship Managers within the field. •To design and implement internal processes to support the company’s Code of Practice, as supported by the BII ACHIEVEMENTS •The successful implementation of H.E.A.T (Helpdesk Expert Automation Tool) to automate processes •The introduction of KPI system for all team members to enhance customer service and efficiency with a 95% requirement to be completed with service level agreements. •Providing board level reporting on the recruitment process of new licensees and feedback on customer journey, for continual company improvements •The simplification of key processes throughout the business •Established an escalation process throughout the business to ensure the Code of Practice was adhered to and to improve the customer journey. •Personal development and coaching of two team members, to senior roles •Introduced automated phone system to ensure 98% telephone calls answered within 30 seconds •The successful management of employment tribunal cases



Molson Coors Beverage Company

• United States
• Food & Beverages
• 700 & Above Employee

• CTS Team Leader

  • Mar 2001 - Nov 2008

  ACHIEVEMENTS •Full time management of twelve to fifty professional graded employees •Heading part of the technical services aspect of several multi-million pound national projects •Managing an annual budget of £1million. •Increased install revenue to 95% of all time available •Administered the laptop rollout across the Engineer Population (200+) •Introduced a recruitment selection matrix which reduced employee turnover by 80% •Designed and implemented a planning process to encourage the ethos of maintaining installation work in house, with additional install revenue of 1 million in 2006 •Exceeded the saving of 200k, in service providers in 2006 five-fold. •Briefed all Operations, Senior Managers, engineers and planners of proposed change of working •Developed and managed pilot teams to test devised working practices and resolve potential issues before rolling project out across the country. •Devised and designed comprehensive training program and matrix which improved onsite procedures



npower

• United Kingdom
• Utilities
• 700 & Above Employee

• Customer Relations Assitstant

  • Apr 2000 - Dec 2000

  • Dealing with customer queries and complaints via all internal and external forms of communication • Negotiating with departments to form customer responses within designated time restraints. • Consistently relied upon to juggle numerous tasks and meet deadlines • Dealing with customer queries and complaints via all internal and external forms of communication • Negotiating with departments to form customer responses within designated time restraints. • Consistently relied upon to juggle numerous tasks and meet deadlines