 Overseeing the Activities Department and it's Staff, rotas, attendance, training, CQC compliance and budgets, reporting directly to Home Manager and Area Manager.  Tailoring all Activities programs based on individual residents needs, ability and interests to create person centered outcome. Ensure that all documentation is completed, updated and regularly reviewed in compliance with CQC regulations and guidelines.  Producing a weekly magazine for both Residents and their Family members keeping everyone up-to-date with feedback on previous events and upcoming activities as well as incorporating suitable informative information, evening solo activities pages to include puzzles, colouring, quizzes etc. Forward planning for all new events and activities to ensure every month the program is kept fresh, current and residents have a sense of achievement as well as enjoyment by learning new skills and being part of new experiences.  Introducing new technologies such as Netflix, Amazon Music, Audible and Alexa to the older generation and educating residents on how to get the best out of what technology has to offer with personalised one2one training and production of instructional booklets. Implementing Skype and FaceTime calls for residents who do not have regular visits from family who may be time-poor or geographically unable to keep regular contact with loved ones and eliminate any feeling of isolation.  Updating all display boards within each unit and for main areas with marketing, advertising of the department with event feedback for visitors. Completing risk assessments of all events, activities and outings to ensure the safeguarding and well being of the residents within our care.

 Managing, training and motivating teams to promote and sell Verisure Smart Alarm Security Systems. Tailoring quotes to meet the financial needs of both client and business; demonstrating sound knowledge of wider business performance and financial goals. Gaining a reputation for excellence in both B2B and B2C transactions. Consistently exceeding KPIs; managing productivity and conversion rates. Building effective and productive interpersonal relationships with clients to optimise sales potential. Closing sales on warm leads and generating new leads through persuasive cold calling. Providing comprehensive training on systems use for all new clients and proactively trouble shooting. Working flexibly – including out of hours – to optimise results and effectively manage client expectations

 Managing & motivating 26 staff across 6 departments; enhancing performance in sales, data analysis, mentoring, training and personal development. Taking the lead on both inbound and outbound operations. Maintaining a sound understanding of overall financial performance; profit and loss, budgets and overheads to protect the longevity of the business.  Overseeing the development of business processes, procedures and logistics; ensuring compliance with regulations and industry standards including Trading Standards guidelines and F2F selling regulations. Optimising staff utilisation; anticipating the needs of the business based on accurate analysis and forecasting and ensuring appropriate resource management to guarantee exceptional customer experience. Reviewing and analysing customer feedback; translating into action plans to improve overall satisfaction. Recruiting new staff (including both permanent and freelance agents), advertising available positions, conducting interviews, completing inductions and training new starters. Inspiring employees to perform above the expected standard and to regularly exceed KPIs through the delivery of inspirational 1-2-1s and the implementation of rewards and recognition.

Freelance Viewing and Photography Manager/IT expert | Love It! Studios | 2013 – 2014Freelance Viewing and Photography Manager/IT expert | NewID Studios | 2011 – 2013Viewing Consultant | Doubletake Studios | April – November 2011 Setting an example by reliably exceeding personal sales targets for images and upselling digital prints/copies. Consistently rated in Top 5 viewers in Birmingham region. Engaging clients with warm and personable conversation during their studio experience; demonstrating contagious enthusiasm and an aptitude for identifying emotional motivators that enhanced sales. Providing IT expertise in the studios; trouble shooting and offering technical support to colleagues. Implementing an online finance system at NewID Studios and managing both front and back end.

 Facilitating needs based selling, telemarketing and face to face interviews. Promoting, demonstrating and encouraging deeper customer relationships to facilitate the development of customer experience.  Solving customer complaints; encouraging first and best contact resolutions as appropriate. Assisting customers in financial difficulty through the concept and implementation of bespoke solutions.

 Spotting opportunities for growth, increasing revenues and securing sales through new business and referrals. Motivating and coaching team members to increase sales/service to exceed set targets. Spearheading new incentives to ensure all KPI’s, service, risk and sales performance targets are met.

 Spotting opportunities for growth, increasing revenues and securing sales through inbound enquires. Upselling, Cross selling and Educating potential clients to the full range of IHG Hotel Brands and room styles by way of fact finding clients and matching facilities and amenities according to a clients needs and wants.  Increasing repeat business by enrolling clients in the IHG Priority Rewards loyalty scheme ensuring clients would always have IHG and their brand of hotels as their number one choice.