Experience

Speedy Specialists Ltd.

• United Kingdom
• Construction
• 1 - 100 Employee

• Business Operations Manager

  • Sep 2021 - Present



Self Employed

• Real Estate
• 1 - 100 Employee

• Operations Manager

  • Jul 2019 - Sep 2021

  A multi faceted role which includes operational management, contracts management, project management, sales & business development. I became a partner in a startup business which allowed me to utilise my experience as well as learn and develop new skills. A position which requires strong management, organisation, problem solving and dedication. • Managing project finances, timelines and targets• Contracts management • Office management • CRM management • Client liaising for smooth running of projects• Staff & resource management• Business development, surveys & quotes • Managing sub contractors• Drawing up company reports and documentation • Management of stock and site materials



Capita/Voice

• United Kingdom
• Performing Arts

• Sales Operations Manager

  • May 2018 - May 2019

  Managed team leaders and advisors across two sites and multiple campaigns.Motivation and effective performance management to ensure delivery of targets.The operational delivery of short, medium and long term strategic plans in line with the client's business goals.Excellent analytical, decision making and problem solving abilities.Weekly Trade meetings with company directors to assess weekly business performanceCommunication and engagement to ensure all of the team managers understand the performance and needs of our business.Ensure delivery of Client KPIs including: Day to day sales and service levels, customer experience and quality and compliance measures.Manage and develop the operational client relationships by: Conducting operational client review meetings and day to day ops liaison.Identifying KPI variances and developing action plans.Identifying and highlighting further opportunities for services and process improvements.Conducting client Forum calls & internal client meetings.Sitting dialler strategy meetingsEnsuring accurate payroll management and minimising administration errors and over payments.Working with Planning to determine appropriate staffing levels.The continuous identification and implementation of operational best practice through interaction with the wider Voice Marketing team.Working with the Recruitment and L&D TeamRevenue and commercial reports completed daily



Union Insurance

• United Arab Emirates
• Insurance
• 300 - 400 Employee

• Sales manager

  • Jan 2010 - Jan 2018

  The managing of 30+ sales agents and 2 team managers across two sites in the handling of different Union accounts and Marketing campaigns selling insurance products to Union members across the UK • Manage, drive and set performance targets for Supervisors and Consultants• Coaching and development of new and existing sales consultants through clear, open and constructive communication methods• Implement and manage the operational plans aligned to the overall business strategy• Responsible for organising and launching new company sales projects, campaigns and new products• Using a high level of literacy and numeracy to compile reports for company directors on a daily, weekly, monthly and annual basis• Monitoring and analysing MI to proactively find areas of improvement• Reducing Cost per acquisition figures by increasing productivity• Consistently adapting our strategies to coincide with the regulators (Financial Conduct Authority) guidelines• Script writing and lead management• Liaising and co-ordinating with all other departments to ensure the continual smooth running of the business and department• Conducting weekly 1-2-1 meetings to assess individual performances against their KPI's• Recruitment and interviewing • Manage sales personnel on a daily basis and relate closely with human resources to resolve any human resource problems• Managing sales consultants and supervisor’s psychology and behaviours• Conducting Quality/Sales calibration sessions to ensure departments are working towards the same goals and expectations • Involved in TCF (Treating Customers Fairly) meetings• Conducting weekly sales workshop meetings with managers where we look at all areas of improvement and set actions to achieve this• Daily running of the sales floor with affective floor management Operational planning involved new strategies for lead generation, script writing, team leader processes and structure, recruitment, TCF and FCA regulations



Wintechnologies

• Sales Manager

  • Jan 2009 - 2010

  Managing a team of outbound call agents focusing on driving online deposits as well as maintainingrelationships with big money players • Online player monitoring for promo abusers, irregular betting patterns, fraud syndicates, affiliateteam abusers and then taking action on this by either confiscating winnings, closing accounts andmarking players as abusers • Drawing up reports on performances and fraudulent gamers • Output and quality control • Assigning tasks and incentive schemes • Dealing with the casino's software company (Microgaming) for system faults and areas ofimprovements • Using Exel, Word and Powerpoint



Omni Resources

• Brazil
• IT Services and IT Consulting
• 1 - 100 Employee

• Recruitment Consultant

  • Jan 2008 - Dec 2008

  Resourcing candidates for a range of IT positions Resourcing candidates for a range of IT positions



Multiple Restaurants

• Restaurant Manager

  • Jan 2002 - Nov 2007

  Managed a range of restaurants both in South Africa and London Managed a range of restaurants both in South Africa and London