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Responsibility and accountability for the operational running of the Business to contribute to growth and profitability through excellent customer service and to manage the technical, production, sales, HR, transport and office team.Maintain strong relationships with internal and external partners.Ensure that all Impress Sandwich brands are represented as a professional business at all timesAdhere to all Impress Sandwich policies, procedures and business ethics codes.To comply with the rules and guidelines of the relevant regulatory bodies, and understand their impact.Carry out regular reviews of working procedures to ensure all audit processes are adhered to.Manage, support, coach and train the Management team.Produce daily business reports as well as monthly progress reports relating to aspects of the operations team including complaints, audits and accountsAttend regular meetings and performance reviewsTo assist with the production of statistical information and reports as requested.Make decisions on overall site needsMaintain and manage IMPRESS SANDWICH in the absences of the managing director.Reasonable Ad hoc tasks deemed necessary by the Managing Director.Ensure internal audit are carried out on a regular basis.Liaise with any external contractors relation to the operational running of the site (HR, IT, H&S)Ensure readiness for any external audits, and processes are in place and being followed.Overseeing all areas of the transport team.

Investigated and resolved customer enquiries and complaints in an empathetic manner.Cross-trained and backed up other customer service managers.Adhered to all confidentiality requirements at all times.Met all customer call guidelines including service levels, handling time and productivity.Solved unresolved customer issues.Responded promptly to enquiries and requests from prospective customers.Assumed ownership of team productivity and managed work flow to meet or exceed quality service goals.Strong leader of customer support staff.Facilitated inter-departmental communication to provide effective customer support.Scheduled staff shifts to cover peaks and lulls in customer enquiries.Trained staff on operating procedures and company services.Provided accurate, specific and timely performance feedback for CSRs.Identified individual development needs with appropriate training.Followed-through on all critical inter-departmental escalations to increase customer retention rates.Resolved associate, tool and service delivery issues revealed by statistical reports.Fostered an environment that encouraged continuous process improvements.Updated customer orders from start to finish in an accurate and timely manner.Effective liaison between customers and internal departments.Devised and published metrics to measure the organisation's success in delivering world class customerservice.Maintained up-to-date knowledge of product and service changes.Managed workflow to exceed quality service goals.

Supervised a sales force of 15 sales associates.Hired 7 sales representatives over a 6 month period.Planned and directed staff training and performance evaluations.Reviewed operational records and reports to project sales and determine profitability.Contacted customers by phone and email in response to enquiries.Maintained knowledge of current sales and promotions, policies regarding payment and exchanges, andsecurity practices.Built relationships with customers and the community to establish long-term business growth.