Director Of Operations
Current• Identified issues with platforms, processes and people, addressing bottlenecks that hindered productivity, employee morale, and customer service.• Implemented the CRM and FSS SimPro platform, automating processes, integrating accounting systems, providing real-time data insights to improve decision-making and cash flow management.• Created a comprehensive service ecosystem by introducing a new servicing revenue stream, completing the industry’s "four pillars", significantly improving customer retention.• Opened a Northern depot in Manchester, expanding the company’s reach nationwide and securing larger servicing contracts (PPMs) with private and public sector clients, generating recurring revenue.• Reengineered FSS workflows by digitising job management, simplifying processes, eliminating unnecessary steps to reduce costs and increase completion rates, ultimately improve margins.• Leveraged AI solutions like ChatGPT to streamline marketing, sales, customer communication, and employee onboarding through a custom-built GPT assistant tailored to job roles and processes.• Modernised the company’s online presence with a redesigned website, improved SEO, and proof-of-work showcases, driving new customer acquisition in competitive regions.• Fostered a culture of accountability and pride by empowering employees with better tools and structured processes, alongside reinvesting in their resources and creating a more efficient workplace.
