Project Manager, Glasgow (secondment) 2017 – 2018• Set up a campaign on behalf of the CITB (Construction Industry Training Board)• Liaised with the Client in all aspects of the campaign• Wrote scripts for staff to use on calls• Interviewed all staff for campaign• Managed the day to day running of the team• Run all reports for the client/Serco to help manage KPI’s

• Managed 23 employees for collection of child maintenance and provided client based reports• Responsible for several sections across the business to support operational hours.• Managed Outbound/Inbound calls in line with several SLA’s• Hosted regular team meetings, 1-2-1 appraisals and performance reviews• Maintained reporting systems to enable effective reporting of Management Information• Managed a workload of circa 1000 child maintenance cases, prioritising these in line… Show more • Managed 23 employees for collection of child maintenance and provided client based reports• Responsible for several sections across the business to support operational hours.• Managed Outbound/Inbound calls in line with several SLA’s• Hosted regular team meetings, 1-2-1 appraisals and performance reviews• Maintained reporting systems to enable effective reporting of Management Information• Managed a workload of circa 1000 child maintenance cases, prioritising these in line with several SLA’s• Handled absence, conduct and capability, ensuring compliance to company policies• Managed performance and continued improvement within my team and across the business• Adhered to strict data protection policies and compiled to legislation at all times• Analysed processes, identified change and applied lean methodology to work flows• Ensured quality and accuracy standards where achieved, and appropriate improvement plans implemented Show less

Responsible for managing a team of Consultants dealing with Suppliers to ensure on time shipment of deliveries to fulfil the needs of the customer• Monitored and managed the Consultants performance and addressed issues to ensure that both the individuals and the team meet required targets and objectives in line with KPI's• Developed new reporting to allow the team to accurately track customer delivery dates to ensure Supplier adherence to required shipping deadlines• Performed… Show more Responsible for managing a team of Consultants dealing with Suppliers to ensure on time shipment of deliveries to fulfil the needs of the customer• Monitored and managed the Consultants performance and addressed issues to ensure that both the individuals and the team meet required targets and objectives in line with KPI's• Developed new reporting to allow the team to accurately track customer delivery dates to ensure Supplier adherence to required shipping deadlines• Performed regular analysis of data to assess Supplier performance in order improve delivery performance• Presented on Consultants performance results to Office Manager and Director• Helped to developed targets for the team and build objectives related to on time delivery to drive improved customer satisfaction• Embedded new processes to improve communication between Suppliers and customers to help to decide the most appropriate shipping method• Developed training materials and trained the team in best practices Show less

Responsible for a Team initially dealing with National Accounts (customers who generate £75 million of revenue annually)• Helped develop and implement a new Intercontinental business and customer service procedure across Europe including on-site training and post. Implementation in 3 European countries so those processes were aligned across Europe.• Developed and retained new and existing staff to ensure high levels of customer satisfaction.• Developed departmental reporting tools… Show more Responsible for a Team initially dealing with National Accounts (customers who generate £75 million of revenue annually)• Helped develop and implement a new Intercontinental business and customer service procedure across Europe including on-site training and post. Implementation in 3 European countries so those processes were aligned across Europe.• Developed and retained new and existing staff to ensure high levels of customer satisfaction.• Developed departmental reporting tools so that progress in key initiatives KPI’s and SLA’s could be presented to the Management team.• Developed customer reporting so that it could be utilised by the Management and Sales Teams during customer meetings.• Analysed customer queries to ensure focus was on actual not perceived problems.• Worked closely with the Sales teams to ensure focus on key customers so that we could reduce debt and the average age of queries. Show less

Responsible for servicing customer locations to an agreed visit frequency within a specified geographic area and building relations with a network of key contacts to establish and maintain equipment controls.• Trained and influenced customer locations which ensured the company’s service was delivered, leading to improved customer satisfaction, a reduction in equipment losses and improved profitability.• Visited and audited all new locations and negotiated terms resulting in signed… Show more Responsible for servicing customer locations to an agreed visit frequency within a specified geographic area and building relations with a network of key contacts to establish and maintain equipment controls.• Trained and influenced customer locations which ensured the company’s service was delivered, leading to improved customer satisfaction, a reduction in equipment losses and improved profitability.• Visited and audited all new locations and negotiated terms resulting in signed contract and agreed service offers.• Managed effectively a portfolio of national accounts to ensure that asset management performance level targets were met.• Managed, organized and scheduled effective customer meetings from ground to director level which ensured strong relationships and ongoing customer sales.• Managed a team which serviced the smaller customers so that all locations received the same level of service regardless of size.• Investigated areas of new business and business development which achieved increase sales and revenue.• Coordinated and trained team members and third parties which resulted in effective customer relationships and ongoing controls.• Converted secondary unpaid usage of equipment into profitable revenue.• Carried out planned seasonal activities so that KPI based targets were achieved and exceeded.• Executed all company equipment audit programs to an agreed management process.• Delivered company misuse audit programs to an agreed management process.• Ensured that the performance of my accounts were in line with and exceeded business KPI targets. Show less