Gemma Johnson Email & Phone Number

Harrogate, Gb

Harrogate, England, United Kingdom

My role is to oversee and optimise the operational aspects of all areas within Strive Group – responsible for ensuring the smooth and efficient execution of sales processes, driving performance and maintaining a high level of client satisfaction.

Boroughbridge, England, United Kingdom

Boroughbridge, England, United Kingdom

Every member of the Ardent team strives to provide an exceptional level of service of each and every one of our customers. We are passionate about maintaining our position as market leaders – through our quality of products, extensive knowledge and delivery of world class customer service.Responsibilities include:- Monitoring and managing installation and service jobs to ensure optimal service delivery- Maintaining high performance levels of service-related processes, and continuously striving to make improvements wherever necessary to improve the customer journey, job efficiency and cost-effectiveness.- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication with stakeholders- Ensuring that systems and procedures are in place to support outstanding service delivery- Taking accountability for service delivery performance, Health and Safety, exceeding customer expectations, and driving future demand- Leading personnel management including staff recruitment, performance assessment, training, and mentoring- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments

Leeds, England, United Kingdom

Responsibilities included:- Managing an order book of installations and ensuring the delivery of exceptional levels of customerservice to each individual customer.- Ensuring that all projects were delivered on time and on budget.- Day to day management of the team including providing guidance, training and development.- Management of subcontractor works including compliance, sustainability, audits, quality checks, and actioning defective materials and workmanship.- Achieving department targets in line with agreed turnover budget.- Administrative processes including procurement and invoicing.- Implementation of sustainable processes to enable continuity, control and transparency.- Handling complaints and ensuring the correct complaint process was being followed.- Delivering reports to show pipelined installations and customer service levels, to facilitate critical review and associated actions.

Harrogate, United Kingdom

This dynamic and extensive role allowed me to demonstrate a significant level of leadership,organisation and interpersonal skills. A collaborative, process led, and solution focused approachfacilitated a culture of high quality performance and continuous improvement to achieve excellentoutcomes. Key areas of responsibility included:- Providing administrative and logistical support to a number of departments across the business including finance, HR, sales and marketing.- Managing the team based at our Spirit of Harrogate unit including overseeing the retail unit and the gin experiences. Delivering exceptional customer experiences to all our customers was of paramount importance. I guided and led the team so we maintained consistency of message. I trained the team in product knowledge, administrative processes and oversaw HR, finance and IT function of the unit.- Arranging and executing high profile events/sponsorship arrangements – examples include promoting Slingsby gin at the Great Yorkshire Show, PGAs and Polo in the Park. I liaised and built relationships with the organisers and arranged the logistics (stand design, PR, staffing, stock management) to ensure the brand presence at each event was efficiently and effectively delivered.- Developing relationships with regional sports sponsorships (eg YCCC, Durham Cricket, York Racecourse, Leeds Rhinos etc) to ensure maximum brand presence. I also worked with national and local regional partnership organisations such as Harrogate BID, Harrogate International Festival and World Duty Free.

Leeds, United Kingdom

Responsibilities include day to day management of the clinic with a focus on maintaining and improving the high quality of service provided to the patients, and overall clinic standards. Increasing profitability of the clinic by improving the visibility of the clinic via various medias, and implementation of new revenue streams. Guiding and supporting aesthetic practitioners and patient care coordinators, reviewing processes and implementing necessary changes.Web: www.aesthetichealth.co.ukEmail: gemma@aesthetichealth.co.uk

Harrogate

Managing a team of nationwide engineers and the Service Helpdesk, we facilitated the provision of LOLER inspections and servicing within care homes, rehabilitation units, special needs facilities etc.Key Responsibilities included:Account ManagementNew Business GenerationRefurbishment Coordination inc site surveys, quotations and installations for capital equipment (assisted baths/ceiling track hoists).Customer Service.My team also offered mattress decontamination, bed/mattress/wheelchair inspections, dosing unit installation, emergency callouts, repairs, and part sourcing.

London, United Kingdom

This role was extremely target based and involved acting as account manager for large scale events, being a presence at the front of house for new and regular guests, and leading a large team to produce the desired results – namely excellent customer service and sales revenue. I recruited, trained and worked alongside my team. I ensured they were motivated and capable of their individual roles. I was responsible for overseeing all procedures from the reservations, operations sheets, invoicing and all HR documentation. We were able to secure a large contract for the duration of the Olympics, and together with my team, provided an exceptional experience and level of service for all involved.

London

The main purposes of this role was to provide advice and support to both clients and consultants in the use of Hay Group’s diagnostic tools and other resources, including accreditation programmes. I was the first point of contact for incoming business enquiries and ensuring that the customer was provided with the most appropriate advice, with the aim of converting the enquiry into a sale, enhancing the clients’ positive experience of Hay Group and contribute to the overall growth and profitability of the business.

Harrogate, United Kingdom

The main purpose of this role was to maximize conference and event business by conversion of enquiries and increasing revenue for all space sold. I liaised daily with clients and suppliers; face to face and via the telephone and email. In this role I ensured that all communication to both clients and colleagues was to the highest possible standard, maximized all revenue streams where possible, had a excellent understanding of budgets and targets, liaised with Department Managers on a daily basis, and ensured attention to detail was impeccable.