Experience

Transportation Management Services (TMS)

• United States
• Events Services
• 100 - 200 Employee

• Manager depot operations control

  • Sep 2022 - Present

  Responsible for day-to-day management of depot operations centre working closely with depot operations managerMonitor and report on KPI deliveryReview Daily Run Sheet and Bus Run Out sheet for daily operationsFunction as the Single Point of Contact (SPOC) for the DOC and Bus Operations Centre (BOC) communications at Games Time Responsible for day-to-day management of depot operations centre working closely with depot operations managerMonitor and report on KPI deliveryReview Daily Run Sheet and Bus Run Out sheet for daily operationsFunction as the Single Point of Contact (SPOC) for the DOC and Bus Operations Centre (BOC) communications at Games Time



Birmingham 2022 Commonwealth Games

• United Kingdom
• Spectator Sports
• 100 - 200 Employee

• Transport Contract Manager

  • Feb 2021 - Sep 2022

  Worked closely with supplier during day to day bus depot operations throughout critical games period. Reviewing bus graphs and driver duties in advance of service to identifying any unnecessary trips or gaps in delivery and make necessary changes to ensure service levels met. Single point of contact for the bus depot and transport operations communications during games time. Allocation of drivers duties to ensure successful delivery of opening ceremony bus operations. Athlete and games family transport planning and delivery to ensure closing ceremony arrivals and departures are met. Support System Managers in establishing the transport requirements for all client groups using fleet, bus, or public transport.Cross function collaboration with both legal and procurement to ensure pre procurement documentation and contracts meet business needs.Supporting the lifecycle of tender activities from scope of works to contract award to ensure customer needs and expectations metManaging multiple large multimillion £ transport contracts, prioritising workload across projectsAssist in the development of policies and strategies supporting Birmingham 2022 key priorities in delivering transport to Games FamilyLead the interface between suppliers and OC Legal, Finance and Procurement to manage cost, schedule, and scope of work



npower

• United Kingdom
• Utilities
• 700 & Above Employee

• Outsourced Operations Manager

  • Mar 2016 - Feb 2021

  Collaborate across business functions to drive full compliance whilst supporting all commercial aims / objectives.Directed external partners yielding a 50% increase in performance from 33% to 83%. Achieved a reduction of 50 FTE through process improvements, automation and elimination of unnecessary tasks.Established appropriate planning, resourcing / reporting structures and governance across work streams and undertook effective internal / external stakeholder management.Managed risks, issues, assumptions and dependencies appropriately in liaison with Capita.Chaired regular stakeholder meetings to prioritise all workloads, resolve any issues / bottlenecks and ensure management in line with best practices.Promoted a culture of high-performance to deliver a best-in-class proposition for customer service across all channels.Designed and implemented critical contractual measures within offshore operation to develop high performing teams. Empowered both onshore and offshore teams to effectively resolve customer queries and complaints Leading on the retention of £577k in revenue through in-depth analysis, customer liaison and seeking advice from internal stakeholders.Mapped end to end customer journey and identified improvements necessary to reduce cost to serve by c. £20m. Identified peak / low periods of demand through call-flow analysis to ensure adequate and appropriate staffing levels.Fostered a culture of respect and honesty across multiple outsourced teams. Orchestrated training of over 50 staff across multiple locations improving productivity by 30% from 25% to 55%.

• Solutions Consultant

  • Apr 2012 - Mar 2016

  Achieving cost savings of £45k per annum by delivering a project to automate processes and drive efficiencies.Led regular reviews to ensure operational efficiencies were in place through effective stakeholder engagement.Developed written material utilised in the training of new & existing staff. Tested new system prior to roll out across the business arranged resolution of issues in a timely manner. Liaised with relevant departments to overcome any issues for new products in a swift and professional manner.Conducted regular root cause analysis to provide solutions to system/process failures reducing cost to serve. Deployed reporting to provide effective management of non-vending prepayment customers with a debt of £5.7m. Architected intelligence for Ofgem to monitor £10.7m debt.

• Specialist Advisor

  • May 2007 - Apr 2012

  Undertook effective stakeholder management to ensure consistent communications to all team members.Acted as the main point of contact for escalated queries when a team member was unable to resolve a customer service issue and a higher degree of authority was required to manage customer expectations.Held responsibility for training, coaching and supporting new Customer Service Advisers to develop high performing teams.Carried out regular 1-2-1s, development sessions and appraisals with Customer Service Advisers to set clear, relevant and manageable objectives to improve both individual and team performance. Coordinate a team of 11 Customer Service Agents and provided clear direction and motivation to meet targets / KPIs.Optimise processes to provide smarter and effective use of time and resource. Executed analysis resulting in £9.6m benefit across two projects

• Customer Adviser

  • Nov 2006 - May 2007

  •Working to strict targets and deadlines on a daily basis in order to reduce backlogs•Providing training to new and existing staff