Delivered the transition to a Private Limited Company and VAT registration.Developed commercial cleaning sector, becoming the largest private cleaning company, with an average of 26 employees, running for 11 years in a remote rural area.Developed and implemented Self-Catering Change-Over, Laundry and Carpet Cleaning services.Implemented CRM and Schedule Management and Tracking software.Supervised workers' activities in on-site clearing, cleaning, disinfection… Show more Delivered the transition to a Private Limited Company and VAT registration.Developed commercial cleaning sector, becoming the largest private cleaning company, with an average of 26 employees, running for 11 years in a remote rural area.Developed and implemented Self-Catering Change-Over, Laundry and Carpet Cleaning services.Implemented CRM and Schedule Management and Tracking software.Supervised workers' activities in on-site clearing, cleaning, disinfection, laundry, carpet and floor cleaning duties.Monitored inventory levels of products and materials in warehouses.Planned and implemented improvements to internal and external systems and processes.Developed and implemented plans for facility modification and expansion, such as equipment purchase and changes in space allocation and structural design.Oversaw invoicing process, work schedules, consumption reports, and demand forecasts to estimate peak performance periods.Inspected physical conditions of facilities, vehicle fleet, and equipment and ordered testing, maintenance, repairs, and replacements.Resolved problems concerning transportation, logistics systems, and customer issues.Monitored operations for staff compliance with administrative policies and procedures, safety rules, environmental policies, and government regulations.Held a director's position and the role of Health and Safety Executive. Show less

Award Winning Hebridean Way Cycling Tour and Bike Transfer ProviderResearched small business opportunities, collaborated with a specialist business founder and established an award-winning cycle tour operator in the Outer Hebrides.Appointed department managers and delegated responsibilities.Developed and maintained the company's vision, mission statement and strategic plan.Built an effective marketing and sales strategy to drive growth… Show more Award Winning Hebridean Way Cycling Tour and Bike Transfer ProviderResearched small business opportunities, collaborated with a specialist business founder and established an award-winning cycle tour operator in the Outer Hebrides.Appointed department managers and delegated responsibilities.Developed and maintained the company's vision, mission statement and strategic plan.Built an effective marketing and sales strategy to drive growth successfully.Reviewed financial statements and other reports to assess the company's performance.Implemented a customer service model to ensure customer satisfaction.Analysed operations to evaluate company performance and to determine areas of potential improvement.Attended and participated in networking events, trade shows and industry-related meetings to increase brand awareness.Created multiple revenue streams to generate maximum profits. Show less

Reported to the Customer Services Director, managed the day-to-day performance of the Contact Centre Operations, meeting and exceeding all KPIs.Led, inspired and coordinated the contact centre management team at all levels to create motivated and engaged colleagues.Supported cross-company initiatives to drive improvements, improve efficiency and reduce complaints.Developed continuous improvement plans and made recommendations based on the employee and customer… Show more Reported to the Customer Services Director, managed the day-to-day performance of the Contact Centre Operations, meeting and exceeding all KPIs.Led, inspired and coordinated the contact centre management team at all levels to create motivated and engaged colleagues.Supported cross-company initiatives to drive improvements, improve efficiency and reduce complaints.Developed continuous improvement plans and made recommendations based on the employee and customer insight.Implemented change and improvements across the customer experience.Evaluated performance of call centre managers and provided feedback and guidance to ensure maximum productivity.Supported recruiting and hiring of talent, developing strong and capable teams.Analysed department performance and defined actıons required to achieve business objectives.Handled escalated customer issues.Supervised diverse workforce through coaching, counselling and engagement.Led and directed team members on effective methods, operations and procedures. Show less

Reported to the Change Management Director, organised and led project initiation meetings to share project objectives, brainstormed ideas, identified risks and issues with project members and agreed on actions to resolve problems.Resolved conflicts and negotiated successful solutions with internal stakeholders.Provided clear direction to internal teams, setting expectations and due dates for deliverables.Assigned tasks to appropriate resources within… Show more Reported to the Change Management Director, organised and led project initiation meetings to share project objectives, brainstormed ideas, identified risks and issues with project members and agreed on actions to resolve problems.Resolved conflicts and negotiated successful solutions with internal stakeholders.Provided clear direction to internal teams, setting expectations and due dates for deliverables.Assigned tasks to appropriate resources within Onetel.Developed detailed schedule for planning and tracking resources.Proposed, reviewed and approved modifications to project plans.Planned, scheduled and coordinate project activities to meet deadlines.Scheduled and facilitated project meetings.Monitored performance of project team members to provide performance feedback.Produced and distributed project documents.Created project status presentations for delivery to director. Show less

Reported to the Chief Operations Officer, oversaw the daily operations of iomart's remote network contact centre.Communicated the company's operations strategy and goals.Set performance targets and led and directed the management team through coaching, counselling and engagement.Conducted quality, timely performance feedback and performance appraisals.Monitored random calls to assess and improve the quality of staff performance.Handled and resolved… Show more Reported to the Chief Operations Officer, oversaw the daily operations of iomart's remote network contact centre.Communicated the company's operations strategy and goals.Set performance targets and led and directed the management team through coaching, counselling and engagement.Conducted quality, timely performance feedback and performance appraisals.Monitored random calls to assess and improve the quality of staff performance.Handled and resolved complex customer complaints.Analysed customer and employee feedback, key performance indicators and other statistics to identify operational process inefficiencies to recommend necessary improvements.Prepared and presented weekly and monthly performance reports for senior management.Minimised staff turnover by ensuring appropriate selection, induction and training.Oversaw planning and ensured proper workload and allocation across all teams.Prepared for OneTel (Centrica) take-over and project-managed customer database integration. Show less

Reported to the Call Centre Director oversaw the daily operations of the Central Region (Germany, Switzerland, Austria) remote network contact centreCommunicated the company's operations strategy and goals.Set performance targets and led and directed the management team through coaching, counselling and engagement.Conducted quality, timely performance feedback and performance appraisals.Monitored random calls to assess and improve the quality of staff… Show more Reported to the Call Centre Director oversaw the daily operations of the Central Region (Germany, Switzerland, Austria) remote network contact centreCommunicated the company's operations strategy and goals.Set performance targets and led and directed the management team through coaching, counselling and engagement.Conducted quality, timely performance feedback and performance appraisals.Monitored random calls to assess and improve the quality of staff performanceHandled and resolved complex customer complaintsAnalysed customer and employee feedback, key performance indicators and other statistics to identify operational process inefficiencies to recommend necessary improvements.Prepared and presented weekly and monthly performance reports for senior managementLiaised with ManPower regarding staff turnover by ensuring appropriate selection, induction and training. Show less