• Provide leadership and direction to 8 experienced managers with a total of 92 staff. • Responsible for client facing KPI reporting suite providing data-led, measurable, and evidence-based information to key client stakeholders.• Cultivated excellent relationships within complex client accounts based on an output driven and progressive approach to performance improvement.• Identified and led the transformation of the CBRE operational business model towards self-delivery of the… Show more • Provide leadership and direction to 8 experienced managers with a total of 92 staff. • Responsible for client facing KPI reporting suite providing data-led, measurable, and evidence-based information to key client stakeholders.• Cultivated excellent relationships within complex client accounts based on an output driven and progressive approach to performance improvement.• Identified and led the transformation of the CBRE operational business model towards self-delivery of the retail helpdesk reducing the dependency on costly third parties resulting in significant margin benefit.• Created robust and resilient processes that set high standards which improve engagement from field-based teams and sub-contractors.• Cross-contract consultancy to drive one-team approach across the multiple helpdesk, operations, and finance teams. • Excellent track record of delivering projects to enhance the service offering of Leeds Gateway;- Designed an internal service offering comprised of a virtual solution and centralised contact centre service whereby they can outsource their Helpdesk in a call to dispatch provision.- Mobilised and implemented a new Telephony platform to move the Leeds Gateway away from 8 x 8 to an AWS omnichannel solution, ensuring the Leeds customer Gateway is competitive and ready for future growth.- Successfully transferred CBRE out of hours function of over 400 CBRE internal clients ensuring a seamless delivery to the internal stakeholders throughout mobilisation. • Delivered a £110k saving due to the streamlining of resources. Show less

• Managed a team of coordinators and administrative staff within the Operational Support Centre, providing them with a single point of escalation for operational issues.• Oversaw all aspects of prisoner movements advocating compliance to Standard Operating Procedures to ensure the delivery of prisons in a safe, caring, and secure manner.• Coordinate the response to serious incidents, liaising with the appropriate agencies, internal and external stakeholders.• Responsible for… Show more • Managed a team of coordinators and administrative staff within the Operational Support Centre, providing them with a single point of escalation for operational issues.• Oversaw all aspects of prisoner movements advocating compliance to Standard Operating Procedures to ensure the delivery of prisons in a safe, caring, and secure manner.• Coordinate the response to serious incidents, liaising with the appropriate agencies, internal and external stakeholders.• Responsible for providing a common-sense approach to the management of complex issues.• Manage the coordination of operational resources to support the delivery of the contract on a day-to-day basis.• Optimized shift patterns to ensure the supply of resources matched demand within the Operational Support Centre• Drive efficiencies within all operational vehicle bases and courts to ensure the best utilisation of resource whilst still ensuring that all contractual requirements are met for the Client and detainees.• Promoted and maintained effective relationships with operational staff, agencies and other stake holders ensuring effective communication of relevant information in compliance with Data protection Legislation. • Key in mobilisation of a new internal Incident Management process to ensure consistent and compliant reports been created for the Ministry of Justice- PECS• Operational Lead in the mobilisation of The Youth Justice Board contract into the Operational Support Centre in readiness for the successful go live date of July 1st 2016. Show less

GEOAmey Scotland - Mobilisation team• Key member in the mobilisation team for GEOAmey Scotland Operational Control Centre when the Contract was awarded with a successful go live date of 26th January 2019. • Logistical planning utilising Paragon to auto route the prisoner movements hospital appointments and Inter Prison Movements. Thus, creating efficiencies from the manual planning.• Planning scenarios on existing prisoner data run through Paragon to ensure effective utilisation of… Show more GEOAmey Scotland - Mobilisation team• Key member in the mobilisation team for GEOAmey Scotland Operational Control Centre when the Contract was awarded with a successful go live date of 26th January 2019. • Logistical planning utilising Paragon to auto route the prisoner movements hospital appointments and Inter Prison Movements. Thus, creating efficiencies from the manual planning.• Planning scenarios on existing prisoner data run through Paragon to ensure effective utilisation of staffing and vehicles maximising route efficiency, run for four months prior to go live date to ascertain and tweak Paragon parameters.• Support a team of staff transferring from G4S to ensure the delivery of the contract on a day-to-day basis during the transition period. Show less

I started with Atkins as a Helpdesk Advisor and then progressed to a Lead operator, Team Coach and then to Team Leader.Main Responsabilities were:•Managing and supporting a team of approximately 14 Helpdesk Operators and team Coaches this included coaching, mentoring and development of staff.•Delivering monthly 1-2-1’s and review meetings for Atkins’s People Performance Management System.•Successfully promoting excellent working relationships with the client and… Show more I started with Atkins as a Helpdesk Advisor and then progressed to a Lead operator, Team Coach and then to Team Leader.Main Responsabilities were:•Managing and supporting a team of approximately 14 Helpdesk Operators and team Coaches this included coaching, mentoring and development of staff.•Delivering monthly 1-2-1’s and review meetings for Atkins’s People Performance Management System.•Successfully promoting excellent working relationships with the client and stakeholders•Ensure the effective utilisation of resources across the Government commission to make sure all commission’s Key Performance indicators and Service Level Agreements’ are achieved.•Handling complaints to ensure a positive customer experience.•Fundamental in identifying and implementing changes for the Helpdesk and Client. •Practical approach to driving efficiencies.•Design, implemented and delivered commission specific training and supporting documents to staff, the internal client and the external client.•Deliver training (both internal and external packages) to various teams within the organisation.•Setting individual and team targets on a monthly basis to challenge and develop all staff according to business needs•Producing regular MI for Line manager and individual clients on request•Improve ongoing benchmarking systems to ensure objectives are both met and measured consistently•Interviewing and recruiting of staff within helpdeskSecondment role with Lloyds Banking GroupWhilst working for Atkins I had the opportunity to work in the Catering Supply Chain team for the client. Show less

Credit Control Advisor and Administration•Chasing outstanding monies from outstanding invoices.•Dealing with any invoice or statement queries that arose.•Booking all employees holidays•Booking staff into training courses such as HGV or CITB site operative health and re organising workloads to accommodate these courses.•Weekly stock checks and replenished the stationary cupboard and kitchen equipment and ordered all the (PPE) personal protective equipment...

Customer Service and Sales Advisor/Account Manager•Designed and implemented a training course and induction to the company for new Starters•Promote good Client relationships•Sourced and purchased products from numerous suppliers to negotiate the best price and stock availability•Chased up payments from their bought ledger.