Owen Lawrence Email & Phone Number

United Kingdom

Currently fulfilling a project coordinator role, supervising a team of 7 responsible for installing ECO funded property improvements to increase energy-efficiency in UK homes while also tackling fuel poverty.Key Responsibilities• Oversee the coordination of customer, surveyor and installation appointments.• Monitor and report on key project milestones, mitigate action on risks.• Provide status reports to internal and external stakeholders.• Design, manage and train on new processes.Key Achievements • Recognized for responsibility and proactive decisions.• Slashing lead times by 33% by improving customer engagement.• Introduced a new sub team to manage delays between third party and customer.• Reduced back office workload by 50% through introducing a collaborative working environment.

Coventry, England, United Kingdom

Working in fleet management, communicating with both customer and supplier to ensure all vehicles are booked for their scheduled services, MOTs and any warranty recalls. Key Responsibilities• Solely responsible for scheduling over 6000 vehicles for services and MOTs.• Effectively negotiating and coordinating vehicle replacements between transport managers of multiple stores.• Escalating delays with suppliers sourcing parts to senior management. Key Achievements • Promoted within 4 months to being solely responsible for scheduling the entire. Sainsbury’s home delivery fleet, doubling from over 3000 to over 6000 vehicles in 9 months during the Covid pandemic while working from home.• Streamlined vehicle downtime by 40% by building better working relationships with internal and third-party repair centres

Coventry, United Kingdom

Retail Store Owner with four years of executive operations management experience contributed to firm growth by executing business strategies using strong decision-making abilities and supervisory skills. Developing and maintaining a high standard of merchandising, placement, store branding, and proper display techniques in order to create an inviting impression for customers.Key Responsibilities• Develop and create marketing plans to increase revenue, customer base, overall sales, and brand recognition.• Organize weekly sales reports to ensure sales success. Attend meetings, trade shows, conferences, conventions.• Research and evaluate suppliers based on price, quality, selection, and service.• Training the customer service skills of employees to increase customer loyalty

Coventry, England, United Kingdom

My long-term experience in the water and waste water industry taught me how to meet and exceed customer's expectations, win customer loyalty, repair trust and designing best-option solutions for both the customer and the business. Customer Resolution Specialist Responsible for managing longstanding high-profile complaints.Key Responsibilities• Root course analyst.• Delivering weekly reports to senior management and directors.• Chairing conference calls with senior management and directors.• Complaint management.• Designing best-option solutions for both the customer and the business. • Process review.Customer Service Specialist 2006 - 2014Responsible for gaining customer feedback. Key Responsibilities• Receiving and making inbound and outbound calls.• Customer management.• Mentoring & Coaching.• Resolving complaints.• Managing escalated ongoing issues.• Designing best-option solutions for both the customer and the business.• Providing monthly reports to management.• Receiving and making inbound and outbound calls.• Providing customers with the correct advice.• Understanding customer’s needs. • Training new members of staff.• Ensure all individual and team targets were met.• Provided excellent customer service at all times.