Chapter Response Oct 2020 to Present – Private Ambulance Driver / Office AdministratorJoined the start-up business as a private ambulance driver during the pandemic. Took up invitation to assist in organising the back-office processes and organise the day to day operational needs of the business due to experience in previous operations.• Identified several key operational deficiencies including H & S, HR and administration process that were either missing or being done incorrectly and corrected these and put in place robust policies and procedures going forward.• Trained staff in correct handling processes and introduced vehicle and PPE checklists.• Put in place administrational task list to ensure SLA were met.• Audited and updated regulatory and company documents and files.• Created digital employee and client record database due to GDPR risks.• Reviewed the route planning to increase productivity and identify areas of cost reduction.• Maintained a fleet management policy to ensure all vehicles were serviced and maintenance was kept up to date.• Responded to emergency call out to maximise profitability.• Became first point of contact for client. Listened attentively to customer needs to ensure a positive customer experience and made bespoke arrangements for individual clients ensuring first call resolution increased by 80%.• Multiple commendations by management, colleagues and service users for excellent customer service

• HGV Class 2 multi drop deliveries • Vehicle delivery and collection inspections• Compliance checking• Effective route planning to achieve SLA objectives

• Working alongside and supporting 7 Customer Experience Managers to deliver a best in class personalised financial products and solutions, by looking through the eyes of the customer.• Motivating, energising and promoting a great team spirit, through communication, cooperation and achieving KPI which were rewarded with bonuses and ‘Divisional Top Performer’ awards.• Compliance oversight of customer recruitment ensuring we are in line with business regulations and compliant with FCA regulations.• Identifying training needs and provide coaching and support for team members.• Field support to enable the customer to have connectivity with the face of the ‘Management’, and support team.• Dealing with any customer complaints to ensure we are providing the correct level of service. • Managing sales targets and driving performance through coaching and feedback.

• Recruitment / Training and maintenance of Midlands stocktaking crew of 360 staff including Trainers, Service Managers, Supervisors and Stock Takers.• Strategic planning of all stock counts within my region for major retailers, warehouses, Stately Homes, Pharmacies and Airport.• Monthly staff performance reviews to identifying training needs to upskill entry level candidates to improve Company retention.• Pre-inventory site visits – tailoring each project to client’s specific needs • Generated new business with several high street brands - big name pharmacy company lead resulted in the uptake of £1m contract.• Improve productivity through data analysis – identified key areas of improvement and new practices to maximise profitability• Achieved highest net profit in 2017

• P & L management of flagship store• Reduced legacy stock from £85,000 to £28,000 in 4 months• Managing staff performance through KPI targeting and performance management• Buddy trainer for 4 Birmingham stores acquired from 99p store• Achieved sales target for the first time in 3 years using trend data and tighter stock control of FMCG • Improved Health and Safety regulations and introduced more checks to reduce perishable waste• New security measures and staff deployment in store to reduce theft and breakage by 15%• Reduced payroll costs by 25% through effective scheduling and duty rostering

Righthand woman for Canadian entrepreneur in quest to open pet superstores across Canada and the USA.• Identified and successfully opened 16 stores over 1 US states and 2 Canadian Provinces over 2-year period• First contact and support for store managers regarding HR, cash control, compliance and marketing.• Identified and supported underperforming stores, offering advice on stock management, staff and marketing ideas.• Introduced program of store audits.• Produced all training and operation manuals for the stores.• Full autonomy for company financials authorizing and controlling costs and maximizing profits.• Introduced QuickBooks for tax filing in US and Canada

Delivered Platinum credit cards to customers in their homes or work placeConducted ID checks and obtained signatures

Head Office Client Account Administrator / PA  Responsible as Senior Client Support Administrator Personal Assistant to Office Manager Performed duties of reception, recruiting and interviewing Functioned as Compliance Administrator, collated figure and reports Reorganized 5 years of paper data in 3 out of the 8 weeks given Introduced computer software that enabled the company to keep correct details of sales and sales agents. Designed and produced training manual for administrators