Heather Shepherd Email & Phone Number

Milton Keynes, England, United Kingdom

Drive staff engagement, increased sales performance and enhanced customer service scores by providing leadership and direction to a team of 10 across two sites (1 remote site) on procedures and process improvement.  Doubled overall sales performance, including Mortgage performance within three months of service through a Customer-focused approach. Trained, coached and mentored branch service and sales staff on personal sales performance level, resulting in team members exceeding individual sales performance and the branch achieving the personal best performance fortwo quarters. Awarded as Manager of the Quarter in 2 consecutive quarters for elevating overall sales performance to 200% within six months. Achieved a 30%+ increase in customer satisfaction score by coordinating the team’s schedules and proper delegation of work activities. Organised and steered the team on branch relocation, achieved the highest score on compliance and audit within three months.

Oversaw sales, service, operational efficiency, risk applications and HR management activities of 10 branches, which consisted of 100 staff and 10 branch managers. Assumed direct responsibility for the recruitment and onboarding of new personnel as licensed recruiter Maximised sales and increased customer retention by allocating well-trained front-line teams. Reduced costs and enhanced efficiency while maintaining excellent customer satisfaction scores through the initiation and coordination of hub and spoke paradigm across three branches. Budgeted for and accounted for expenses, hiring, facilities management, compliance, and management of daily operations for maximum organisational benefit and cost reductions Completed monthly branch audits in appropriate time frames to regulate and maintain legal obligations; demonstrated exceptional supervision skills by providing ongoing coaching and support to staff, resulting in all branches achieving top scores on regulatory risk audits. Spearheaded the implementation and management of development programmes across various levels to develop future leaders. Addressed the barriers to BAME and Women employee career progression by developing and delivering workshops to strengthen diversity, inclusion, and cultural competencies. Brought a 50% increase in customer satisfaction score across assigned branches and slashed grievances to zero within two months as Local Director. Nominated and won the ‘Local Director of the Quarter’ award in 2017 for improving sales and customer service scores, reducing grievances, and delivering one of the strongest staff retention records in the region. Directed Luton, a Nationwide flagship branch, and won the National Branch of the Year Award.

High Wycombe

Excellent Senior Branch Manager, responsible for developing and nurturing a team to ensure the customers are looked after and both their needs and wants are met. Responsible for liaising with key stakeholders to ensure the branch vision is achieved

Leighton Buzzard

Led a team of 13 through 5 customer consultants and a customer service manager at this Grade 2 (2nd largest type) branch, leading on improvements to drive up low staff engagement and sales. Restructured the team, managing talent effectively, hiring new staff including a customer service manager, and performance managing 5 to deliver high standardsSupported customer service manager in troubleshooting staff issues

Milton Keynes, United Kingdom

Promoted to lead a team of 11 in customer service at the Milton Keynes flagship branch (Grade 1 – large), initially spread across 2 sites then combined into one. Responsible for knowledge transfer and coaching in culture change processes, driving an improved more personal approach to customers.

Milton Keynes, United Kingdom