Marie Beard Email & Phone Number

United Kingdom

Internal Sales and Sales Support to Managing Director

• Head of Operations responsible for improving and maintaining customer relationships, review current site operations, investigate and implement new operational strategies to ensure continuous improvement and collaborate.
• Navigated contract through industrial action, ensuring coverage for 12 separate strike periods over a range of locations while minimising the service impact on customer
• Designed contract management team restructure to implement optimal support for internal customer support managers to improve customer service
• Worked in collaboration with customer and a range of vendors to deliver a comprehensive specification for a substantial refurbishment project ensuring delivery on time and within budget

• Business Support Manager responsible for analysing, identifying and developing both current and new business processes via continuousimprovement and innovation techniques to ensure best practices are upheld of.
• Designed, tested and implemented new digital data analysis solution via Smartsheets application to collect, analyse and present data to internal/external stakeholders and customers
• Implemented new 24/7 helpdesk to monitor and respond to customers issues/complaints within agreed timeframes ensuring all departments have clear concise Standard Operation Procedures (SOPs) and KPI targets
• Creation of online audit process to capture and analyse KPI data to present on live dashboards for customers
• Winner of Atalian Servest Business Support Manager of the Year 2022

• Contract Co-ordinator responsible for assisting UK Director of Transport ensuring successful operational performance of multi-locational railcontract while managing internal and external customer relations.Achievements:
• Implementation of contract managers weekly KPIs to increase process efficiency, highlight financial data and raise visibility of risks to senior leadership team
• Creation of standardised templates and process for use of regional managers within transport department
• Improved customer working relationships via regular meetings and feedback sessions
• Assisted HR obtain data, evidence, and minuting meetings for investigations into employee grievances/misconduct

• Shipping Operations Manager responsible for import and export shipping logistics department responsible for managing a team of 3 shippers ensuring staff complete all customer requirements for day ahead and up to 1 year.
• Design and construction of staff workload planner to monitor team workload and performance against KPI metrics

• Import shipping logistics administrator responsible for ensuring all customer import consignments, both planned and ad-hoc consignments from collection to delivery with agreed timescales.Achievements:
• Creation of new automated overseas collection/delivery process to decrease the potential risk of delays/issues of consignments

• Department supervisor of a team of 5 export shippers within export shipping logistics department ensuring staff complete all customer export consignments, both planned and ad-hoc consignments from collection to.
• Metro Shipping Employee of the Year 2011