Experience

Marshalls Bricks & Masonry

• United Kingdom
• Wholesale Building Materials
• 1 - 100 Employee

• Customer Service Team Leader

  • Nov 2021 - Present



SMS plc

• United Kingdom
• Utilities
• 500 - 600 Employee

• Team Manager

  • Nov 2018 - Mar 2021



Refinitiv, an LSEG business

• United Kingdom
• Financial Services
• 700 & Above Employee

• Quality Assurance Operations Team Leader

  • Oct 2018 - Nov 2018



Thomson Reuters

• Canada
• Software Development
• 700 & Above Employee

• Quality Assurance Operations Team Leader

  • Jul 2018 - Oct 2018

• Maintenance Operations Team Leader

  • Jul 2017 - Jul 2018

• Client Operations Team Leader

  • Mar 2017 - Jul 2017



The Depository Trust & Clearing Corporation (DTCC)

• United States
• Financial Services
• 700 & Above Employee

• Data Operations Team Leader

  • May 2015 - May 2017



THE ORIGINAL BOWLING COMPANY LIMITED

• United Kingdom
• Spectator Sports
• 1 - 100 Employee

• Center Manager

  • Sep 2014 - Feb 2015



The Rank Group plc

• United Kingdom
• Gambling Facilities and Casinos
• 700 & Above Employee

• General Manager

  • Apr 2004 - Aug 2014

  Having joined the company at an entry level position in 2004, I left the business in 2014 having developed to the role of General Manager. Responsible for the overall business performance; delivering admissions, income, and profit growth to target and YOY, as well as delivering customer satisfaction scores to target, achieving an Internal Audit to target, achieving team satisfaction scores to target, and generating savings to payroll budget. Extensive business management experience across a variety of sites, including clubs based in Bristol, Gloucester, Cwmbran, and West Bromwich. Key achievements: •Returning 102% growth to Controllable Profit Target in the first trading period of my appointment, following long-standing trading underperformance in a fierce competitor marketplace. •Driving Slots revenue by revitalising customer service training to deliver YOY and growth to target for the 2012/2013/2014 financial years, despite YOY admissions decline. •Achieving #1 Benchmarking in the business Key Performance Indicator league for Quarter 1 of the 2013/2014 financial year. • Achieving record breaking customer admissions and visits. •Achieving income and profit growth to target and YOY, in a difficult, competitor-led marketplace. •Achieving a record Net Promoter Score, at 65% for the business. • Delivering record-breaking Internal Audit scores through implementing task focused and process driven initiatives. • Achieving record breaking employee satisfaction score for the business.