Responsibility• To act as a single point of contact for users regarding Incidents, problems and issues in respect of their IT systems.• To log, analyse, filter calls, providing a high level of first time fixes and IT solutions.• Tracking of incidents and escalated within defined procedures and service level agreements.• Liaise with 3rd Party Supports to provide a fast and efficient service.• Provide a polite, professional and efficient service to Keoghs Solicitors and supporting accounts.• Promote good team work to deliver a professional service both within own team and with other Steria businesses.• To maintain accurate, complete and up-to-date documentation on operational procedures used by the Service Desk.• To have a good knowledge of ITIL and to work in accordance with ITIL procedures.• Use of the HP Service Desk, HP Overview systems and MS office packages.Key Achievements• Development and implementation of the first Keoghs Service Desk at Steria Ltd.• Continual achievement of successful SLA’s bespoke to the Keoghs Account, including a 100% successful phone response, 80% ‘First Time Fix’ rate of Keoghs interactions or incidents and a 90% resolved time of incidents within an SLA.• Build of the Keoghs Knowledge Base for solutions and temporary fixes.• The training and guidance to the Keoghs Service Desk Team, through knowledge of the Keoghs infrastructure.• Completion of a 6 month contractor period to achieve a permanent position within Steria Ltd.

Responsibility• Management of 3 Product Coaches to deliver training at store level.• Create training methods in an informative and engaging manner for all stores.• Development of bespoke media rich e-learning modules on range of sporting goods technologies and brands.• Management of e-learning content on a BT learn platform.• To create training tools and programs tailored to the needs of the business.• To develop brand relationships and manage brand training in stores.Key Achievements• Development and implementation of a store transformation program designed to train 6 new concept stores to a model of excellence. Store delivered a like for like improvement of 30%+ increase on previous sales as well as improved service and customer conversion.• Design and delivery of a company development program aimed to develop and prepare management for promotion within the company. 65 candidates successfully completed the course and obtained a promotion within the first 3 months.• Design and delivery of a 3 day train the trainer program that developed 217 chosen colleagues to become product champions in 55 stores. As a result, 487 delegate days were delivered, from which the product champions cascaded their knowledge to fellow colleagues, improving brand awareness, confidence around product and a continual growth of customer conversion in stores.• Launch of the Nike Academy program with 190 stores designed for SKU qualified users to further develop and pass on Nike knowledge. A total of 110 users trained fellow store colleagues to pass online Nike examinations in order to gain graduate status from the academy.

Responsibility• Working closely with all Head Office departments supporting retail with special responsibilities for Training, H.R., Audits, Wage Control and Staff Planning and Project Management and integration.• Direct support and implementation of company communications and activities to all stores.• Operational supporting to divisional field teams and store management. • Management of stores media rich online and e-learning material bespoke to retail operations.• Management and implementation of company appearance and image of all colleagues in stores.• Development and delivery of company training to all stores, through brand relationships and own expertise.Key Achievements• Introduce and management of a new online company expenses system in partnership with Concur/Global Expense, this delivered an improved accurate accounting system for input of company expenditure.• Planning and coordinating ILM NVQ Level 2 Customer Service course, delivered at 8 locations throughout the UK, over a 3 month period. The course delivered 150 NVQ qualified managers as well funding for the company.• Rolled out wage reduction project in 2009 across all stores based on productivity taking the company wage cost from £80.4 Million to £50.5 Million.

Responsibility• Maintaining and developing the JJB Training Academy as a training centre for all JJB employees. Planning and support of training in 400+ JJB stores through 9 regional trainers.• Work with leading sports brands to deliver ongoing training in line with the latest products and technologies to all stores.• To provide a training service to ensure all events are sufficiently organised and facilitated.• The development of company training documentation and materials, to support products, policies and procedures, methods and behaviours, that assist colleague’s to succeed within the company.Key Achievements• Management and design of an incentivized mystery shopping program, in partnership with Retail Eyes, which provided improved customer service across 400+ stores taking the company score from 61% to 89% in under 6 months.• Launch of the Nike SKU online training programme to 400+ stores improving 3000+ colleagues product knowledge through the use of incentive driven targets.• Coordinate and arranging an ILM Management course in Team Leadership and Customer service. Which a combined total of 700+ Store Managers, Deputy Managers and Operational Managers successful graduated.

Responsibility• Accountability for the day to day running of a newly built (9,500 sq. ft) store and to implement company policies and procedures.• Accountable recruiting and training 18 colleagues in the company ethos. • Maximise profitability through sales, minimising stock loss and controlling overheads.• Monitor staff performance and attitude, ensuring the highest standards of service and presentation is maintained within the store.• Implement Health & Safety within the work place and ensure best practice is followed. Key Achievements• Achieving consist year on year sales of 1.5million.• Driving sales to achieve quarterly bonus of up to 15% of 3 month salary. As a team we regularly achieve targets and were rewarded for our performance.• Developing and coaching colleagues into future management roles in local stores.• Through mentoring and coaching continuoues pipeline of talented colleagues into management roles in local stores.• Acting as a relief manager to local stores which require support and retail solutions.

Responsibility• Responsible for maintaining the successful running of the 17,000.sq.ft,- £2.5 million store in the managers absence.• Implementing company policies, procedures and ethos within the team.• Enrolment, training and mentoring to all store colleagues. • Motivating all colleagues and junior management into achieving targets and maintain a consistent improved performance.

Responsibility• The motivation of colleagues to achieving sales targets and KPI’s, through feedback and guidance.• Colleague training and development, including induction of new starters to the company. • Open and close of the 17,000 sq. ft. premises and maintaining a high level of awareness and security. • Administration of store paperwork, stock movement, till refunds/ exchanges and colleague payroll. • Resolving customer complaints and meet customer’s needs.