Lee Taylor Email & Phone Number

• Identified areas of contractual, quality, and compliance as well as financial under-performance and worked with Senior Managers and theirteams to put successful performance improvement projects in place
• Supported the improvement of performance across operational teams and advised operational teams to set action plans to improveachievement against contractual targets and KPIs
• Identified and took ownership of change in projects/continuous improvement to maximize contract performance while working alongsideoperational support services
• Worked closely with the head of contracts to ensure contractual compliance and quality measures were met, including compliancestandards and continuous improvement
• Supported with operational analysis and evaluation, assessed performance trends, risks, and opportunities, and produced appropriatereports and papers to drive continuous improvement in the past
• Identified key enablers to high performance in the past, linking them to finances, operational delivery, outcomes, and ensuring visibility ofthe overall impact

United Kingdom

• Led as well as managed a team of 80+ employees, overseeing 5+ direct reports, while developing, executing, and refining the business strategy
• Ensured alignment with Profit & Loss (P&L) budgets for Government commissioned Employability Contracts
• Championed performance standards, spearheaded operational efficiency, and facilitated the profitable operation of the region in accordance with P&L targets for Government Employability Contracts
• Orchestrated the operational delivery teams, crafting a coherent vision and strategy encompassing performance, quality, and compliance
• Cultivated a high-performing team and fostered a business culture conducive to surpassing operational objectives and KPIs
• Regularly analysed but also disseminated management insights to operational delivery teams and stakeholders.

Melton Mowbray, England, United Kingdom

• Reported directly to the Managing Director and played a pivotal role in overseeing the successful takeover and integration of the business for The AA
• Led the formulation and execution of the customer service strategy, a critical component of the integration process
• Formulated and executed customer service and business performance strategies, covering call centers, sales, customer service, business change, and compliance
• Elevated overall customer experience through process enhancements and customer-centric initiatives as well as developed and implemented a business performance and competency strategy to improve team effectiveness.
• Collaborated across functions, translating visions into actionable strategies with the Managing Director but also managed indoor workforce, fostering high performance, growth, and compliance
• Utilised data insights for continuous improvement and successful navigation of change and ensured smooth transitions, team cohesion, and achievement of business goals during a transformative period

Oldbury, West Midlands, United Kingdom

Working for an industry-leading business, overseeing a team of commercial sales team, resource dispatchers, Business Development Managers and technicians. I was responsible for the organisations’ commercial sales sector worth 25m EBITDA, setting, leading, and fulfilling the commercials strategy and growing business income while saving business costs.

Working for an industry-leading business, overseeing a team of commercial sales team, resource dispatchers, Business Development Managers and technicians. I was responsible for the organisations’ commercial sales sector worth 25m EBITDA, setting, leading, and fulfilling the commercials strategy and growing business income while saving business costs.

Managing a team of 15 call-handling advisors and driving performance standards for Membership Sales and Emergency Service call handlers. Using HR, Management and Leadership skills to drive KPIs, and team performance and create an engaged, developed and supported the high-performing team.

Working within the customer service team ensures that all company customers always receive excellent customer care. Handling all levels of customer complaints and ensuring these are resolved effectively and efficiently, hoping to turn a negative experience into a positive one, but also in line with business and industry policy and procedures.

Prince2 Practitioner

Agilepm Practitioner

Change Management Foundation

Ilm Level 5 - Foundation Degree, Operational Management, Merit