• Promoted to Management position at age of 21 with own retention rate at an average 85%.• First Team assignment – managed 19 people; improved overall performance; reached and maintained retention target of 85%.• Second Team assignment – adding an additional 5 people and integrate into original team; train and develop to reach same retention and performance levels. • Third Team assignment – managing the online department leading 36 people; disorderly team with performance and personnel issues; following investigative period implemented departmental plan with individual training and development plans resulting in stronger team working and relationships and overall departmental quality improvement; call abandonment rate reduced to below 5%; retention rates increased to over 65%.• Fourth Team assignment – re-assigned to my previous team following existing manager leaving; managed all teams until replacement recruited.• Current assignment – management of the Client Relations Management team (CRM) with 12 people; the CRM team is the most experienced and senior team within the business responsible for dealing with high profile and high worth accounts; achieved improvement of overall quality levels; improvement of customer service levels and customer interaction; team retention rate now at over 92%; individual team member retention rates achieving 100% on a regular basis.

• Management – recognised as a key manager, people person and problem solver and promoted to Retention’s Manager in 2013 with responsibility for own team and working with other teams to improve overall their performance. • Senior Management – acting as deputy to Retention’s Director when away from the business; chairing departmental planning meetings; problem solving; dealing with issues as and when they arise and investigating and implementing effective solutions.• Problem Solving – assigned to underperforming teams to understand their structures and methods and then plan and implement changes to improve overall team and departmental performance.• HR – Responsible for dealing with all HR requirements including Inductions; performance management; appraisals; one-to-one’s; sickness and holidays; conflict management; disciplinary actions; employee satisfaction.• Training and Development – working with teams and individuals to understand their current levels and to devise and implement training and mentoring plans to improve overall knowledge and skills. Ensure team buy in to proposed changes to empower the team and individuals and make them part of the final decision making. To aid individual career development and progression resulting in several team member’s own management promotions.

• Deputised for Manager; key holder; customer service; stock management; store cleanliness.