Darren Rose Email and Phone Number

• Ensure the operational and support network are calibrated to agreed standards• Feedback to various Ops Departments on common trends, gaps, and performance results• Track daily, weekly and monthly performance scores related to Quality and performance• Produce and use a fleet of performance dashboards to drive efficiency and productivity.• Attend weekly and monthly sales and performance meetings• Key account management – Building relationships with external stakeholders.• Manage the operation, in accordance with the defined cost budgets, and ensuring that all KPI and SLA’s are met • Providing a better understanding of the total customer experience across all touchpoints.• Provide and develop solutions aimed to improve quality performance• Driving efficiency and sales to achieve daily, weekly and monthly performance targets in both sales and customer service through repeat and new business leads• HR management – appraisals, assessments, disciplinary, time-management and succession planning

• HR management – appraisals, assessments, disciplinary, time-management and succession planning• Implemented innovative programmes to increase employee loyalty and reduce turnover.• Manage the operation, in accordance with the defined cost budgets, and ensuring that all KPI and SLA’s are met • Key Account management - Accountable for managing and monitoring various contracts with Border Force, various airlines and HAL• Responsible for developing smarter working methods, improving net productivity over growth, and improved service levels. • Looking at key areas that would help improve passenger experience and boost Quality Service Measurement• Build great client relationships and loyalty.• Coordinating and ensuring that all staffing aspects including hiring, scheduling performance and performance reviews are up to date• Developing, Training Team Leaders, Supervisors and Managers regarding Standard Operating Procedures (SOPs) and all Company Policy and Procedures..• Helped launch and train teams on new passenger experience programme

• Promoting and building repeat trade and business by building great client loyalty and building relations with local businesses and tourist guides • Coordinated all staffing aspects including recruitment, training, scheduling, performance reviews, and career development. • Compiled and maintained P&L statements, budgets, and cost controls with regard to food, beverage and labour goals• Ensured the best quality food and service was delivered to every customer• Weekly and daily sales and spend reports • Ensured that all payroll hours were checked, monitored and submitted on time• HR Management – appraisals, assessments, disciplinary, time-management and succession planning• Forecasted all labour costing and rotas for FOH and BOH • Responsible for KPI’s and GP, ensuring that all sales targets are met and exceeded,

• Proactively engaged with customers and team to ensure a seamless operation and experience. • Coordinated all staffing aspects including recruitment, training, scheduling, performance reviews, and career development. • Promoting and building good relationships with local businesses to improve sales and client loyalty• Organised team incentives and building days.• Responsible for all weekly inventory reports for both food and beverage • Responsible for all food spend ‘and labour costs. Submitting all weekly and daily sales and spend reports• HR Management – appraisals, assessments, disciplinary, time-management and succession planning• Forecasted all labour costing and rotas for FOH and BOH • Responsible for KPI’s and GP, ensuring that all sales targets are met and exceeded,

• Proactively engaging with clients and HR directors, sharing best practices as well as sharing analytics and helping them get a good return on their recruitment investment. • Built strong relationships with all clients, growing sales and ensuring retention.• Key account management and client face to face visits• Attended trade shows and events to promote new products and services • Sales and business development, upselling and recommending other recruiting products and services• Helped train on the use of social media and tools to attract potential employees• Kept CRM and tracker updated • Coordinated and established initial meetings with potential new Clients• Presented Lunch and learns on social media recruitment and other recruiting tools and products to the team. • Managing and ensuring repeat business. building new accounts and closing leads

Launched new online fundraising store successfully. As well as building support team and creating procedures, policies and best practices for the team. Team building and regular appraisals for team members. Achievement of operational goals and targets, recruitment, training, coaching, and reporting. Sales targets and building new business leads.Developed and coordinated the online store. Ensured staff were informed of relevant existing policies, processes. Investigated customer issues and complaints, identified root causes, and suggested solutions to the team. Trained clients and advised on best practices for the best ROI.