Managing my Team to have great conversations and give our customers the best possible service.Leading and coaching agents to be at their best. Delivering training, 1-2-1's, ensuring complience and productivity. Ensuring every day my team are given the best environment and support to give our customers the best service possible. (NPS averages of 70% YTD)

Managing 2 centre’s in Northumberland and overseeing over 100 staff. There were 3 main tasks to achieve within the failing contract-• Build a better relationship with the Client. We have secured over £500k of refurbishment from the client, met all the contract targets and eliminated the need for defaults.• Rearranged the staffing teams to provide efficient and effective cover; had over 40% of the teams complete NVQ’s and coached teams to embrace improving by just 1% every… Show more Managing 2 centre’s in Northumberland and overseeing over 100 staff. There were 3 main tasks to achieve within the failing contract-• Build a better relationship with the Client. We have secured over £500k of refurbishment from the client, met all the contract targets and eliminated the need for defaults.• Rearranged the staffing teams to provide efficient and effective cover; had over 40% of the teams complete NVQ’s and coached teams to embrace improving by just 1% every day.• Drive the business to achieve financial and performance success-Currently we have• The highest gym membership the contract has known • The highest swimschool membership in contracts history. • The highest audit scores, both internally and externally the centre’s have ever achieved including an Excellent rating at Quest, company leading H&S and Financial audit results.• Control over expenditure especially Utilities and staffing. • Highest number of partnership events ever delivered at the centre’s• Increased attendances by over 20%• Improved Ebitda from a negative to a positive position Show less

General Manger of The LC, £32m Centre opened by the Queen in 2008. Responsible for leading the Centre and 120 strong team of staff to deliver excellence across a range of brands.we successfully attained IIP and completed the Centre’s 1st Quest assessment attaining a score of 80% and being rated as Highly Commended. This ranks in the top 10, of close to 1000 first time assessments.

As General Manager of Concord Sports Centre my role was to instill Confidence in the Management and staff, manage the Centre as a business, introducing strong brands, marketing support and a strong sales culture. Our main theme was to add Quality to every aspect of our operation. The introduction of our Fitness Unlimited membership scheme in May 2001 has realized 2500 members by April 2009.Concord had been accredited to Quest (Quality management scheme) through 3 cycles reaching Highly… Show more As General Manager of Concord Sports Centre my role was to instill Confidence in the Management and staff, manage the Centre as a business, introducing strong brands, marketing support and a strong sales culture. Our main theme was to add Quality to every aspect of our operation. The introduction of our Fitness Unlimited membership scheme in May 2001 has realized 2500 members by April 2009.Concord had been accredited to Quest (Quality management scheme) through 3 cycles reaching Highly Commended status in December 2005 and again December 2007 (81%) Secured £1.3m to implement a major refurbishment to the Health and Fitness provision of the centre in 2004/2005, this was successfully completed in February 2005 (on time and to budget.)Had a 2nd post till April 2009 working for Quest (PMP consultancy) as part of the Quest Mystery Visiting team. Show less

As Contract Manager I controlled all aspects of the Centre’s operation including business planning and negotiating directly with the Client, West Lindsey District Council. The Centre was performing to target when I left, which was an increase of over 10% on the previous year. Previously as Front of Manager I controlled all operational aspects of the centre; instigating a comprehensive review of Health and Safety and staff training which assisted in the centre attaining Quest accreditation in… Show more As Contract Manager I controlled all aspects of the Centre’s operation including business planning and negotiating directly with the Client, West Lindsey District Council. The Centre was performing to target when I left, which was an increase of over 10% on the previous year. Previously as Front of Manager I controlled all operational aspects of the centre; instigating a comprehensive review of Health and Safety and staff training which assisted in the centre attaining Quest accreditation in June 1999. The consistent growth in sales and membership of the Harpers Fitness brand assisted greatly to the Centre’s success. Show less