Key Achievements:Within a 6 month period, through routine monitoring of stock levels, stock loss investigations and escalations and colleague training, I supported the Rotherham Town Centre in achieving a stock loss shrinkage result of 1.83%, far below the Area and Company acceptable standard of 2% unknown loss to value of current on-site products. Note: this result is the only time the site has passed since opening in 2012.

● Applied one-to-one and group coaching to over 30 colleagues in effective merchandising standards, maximising key performing lines seeing an increase of 15% on weekly sales, compared to previous financial year (2022-2023);● Maximising site productivity through daily and weekly review of Workforce Management software;● Becoming an advocate to applying high health & safety; commercial and engagement standards for all colleagues.

Fresh Foods Manager. Overseeing Fresh Foods, Produce, Brought in Bakery ● Site lead for expenditure management (waste and negative shrinkage). Created a robust waste management process and compliance monitor, delivering a saving of £50,000 compared to previous year (2021-2022).● Applying merchandising standards, commercial strategies whilst conversely applying personal initiatives to maximise availability and profitability, seeing an increase of 10% LFL in sales from previous year;● Redeveloped department time-management system through a “right place, right time” approach. Bringing all colleagues in-line with current compliance processes and store requirements to maximise colleague productivity, saving approximately £1,500 weekly on colleague payroll.

Duties included:• Provide support for transaction requests through inbound and outbound communication channels.• Provide leadership to a team of advisors providing customer support through enquires, complaint handling and claim processing.• Point of contact for sharing knowledge, identifying coaching and development opportunities for all colleagues.

6 month temporary contract positionDuties include:• Sub-contracted as part of the Parseq Project 2021, working on the analysis of general public responses and coding them to defined categories set out by out client overseeing this project.• Work closely with client representatives to define project delivery approach and maintain a strong delivery structure and culture. • Responsible for managing and coordinating of resources and personnel to ensure high processing accuracy in-line with general public responses. Motivating personnel to deliver key processing activities to a planned schedule and KPIs.• Working alongside side existing training team to deliver programmes through “Train the Trainer” model across the operational teams in both a group and one-to-one coaching basis. • Monitoring progress of individuals (‘frontline’ data processors) within their role and overall team performance providing regular feedback and refresher training as required. Whilst adhering to quality processes, ensuring standards and continuous improvement are – providing individual team members with feedback, and where necessary specific training, to improve their results against reports and following quality audits.

Duties included: • Routinely transfer to various sites in the region, to identify any potential shortfalls, and in turn provide guidance to the sites management and cinema host team.• Take responsibility for all guest feedback both positive and negative. Through this educate and empower other team members to act in similar capacity and maintain a high level of guest satisfaction and quality.• Develop and implement allocation of scheduled hours which will ensure success in the areas of optimum guest service and payroll expense management.• Build a celebrated culture; with emphasis on trusting relationships, dignity & respect, clear & consistent communication, the meaningful, tough decisions, collaboration and innovation.• Allocated personal role includes the creation, implementation and ongoing monitoring of the companies’ ACE (Assessing the Cinema Experience) audit process. Taking responsibility for meeting all aspects of the audit process, including delivering routine training and evaluations for all colleagues. Key results: • Achieved to bring an extra £1 million above projected profit target for the Odeon Hull site in 2019, maximising on key performance scheduling, coupled with effective upselling and hiring of premises for third-party conferences and events. • Through a robust audit strategy I delivered a yearly ACE audit score of 90% in 2019 for the Odeon Hull site, with a corporate pass rate target of 76%. Such score came within the Top 10 best performing sites in the company. The score is assessed via an internal corporate auditor, reviewing all aspects of guest experience, quality assurances and health and safety aspects.

Duties included:• Delivering an ever-changing customer service experience, through introducing a simplified interactive approach between all parties, ensuring clear and precise information is available at all times.• Applied effective merchandising standards, keeping in line with corporate guidelines; however, applying own personal initiative to maximise availability and overall profitability.• Provide leadership and coaching to my colleagues, whilst applying a ‘right place at the right time’ mentality, to ensure relevant skills and key personnel are available to complete duties effectively.• Develop numerous upcoming managers, through one to one supervision and the creation personally written development programmes.Key results:• Developed a robust waste management process which delivered an approximate 50% decrease in department losses between June 2017-2018. This was based on vigorous year-on-year monitoring, routine and detailed stock management with regular team training, bringing my department in-line with corporate KPI targets. • Through routine training and one-to-one conversations, my team had delivered sale increases up to 30% based on year-on-year monitoring. Such training consisted of effective visual merchandising, whilst complying with corporate guidelines I decided to maximise on local community sale patterns and current offers to ensure a good turnaround of sales during each promotional period. • I delivered and maintained a 95% audit pass rate for my departments during the course of 2015-2018. Such audit score was based on standards across all sections and colleague interactions, through a ‘mystery customer’ approach via an independent third-party business.• Personally the role helped to improve my own personal communication skills with both colleague and consumer matters. Including to trust my personal decisions into my management style, maximising on every resource available to ensure my department complies with corporate targets.