Spearheaded national operations and coordinated with managers to maximise efficiency. Launched new service strategies to support increased workflow while improving service levels. Established employee engagement, and inclusion strategies to monitor team of management professionals. Developed programme to promote cohesive leadership structure and evaluated business performance by analysing and interpreting data. Managed daily administrative operations, including client bookings and issuing of results to increase operational efficiency. Collaborated with clients to discuss operational service delivery and presented illustrated reports, including monthly performance metrics and analysis.Selected Contributions:• Administered change management and strategic turnaround for company during significant restructuring to minimise staff costs by £140,000. • Led procurement exercise to reduce printing costs by 30%. • Presided monthly meetings with executive leadership team to identify opportunities for improvement, and achieving milestones and company objectives. • Steered HR operations, including strategic workforce planning, goal cascading, performance management, recruitment, and grievance management.

Established relationships with customers and suppliers through regular contract and performance review meetings. Initiated innovative programmes, including performance incentives to enhance employee loyalty and reduce turnover. Endorsed positive customer experience through day-to-day supervision and management of departmental managers. Supervised, trained, and encouraged managers and team leaders to improve leadership skills and abilities. Selected Contributions:• Monitored employee attendance and punctuality, and addressed repeat issues to prevent long-term habits.• Ensured regulatory compliance by overseeing audits to verify protocol adherence.• Provided excellent customer services by resolving high level customer complaints to assist employees.• Successfully promoted to Chief Operating Officer after delivering 12 months of exceptional performance.

Headed delivery of outsourced out-of-hours service and delivery of Customer Service strategy for the Council. Enhanced customer satisfaction by identifying repeat contact issues and providing resolution. Cooperated with residents to assess needs and support online access. Steered contract negotiations and governance with internal and external stakeholders. Selected Contributions:• Successfully identified cost-saving opportunities and proposed restructure to achieve savings of £250,000. • Administered delivery of an Apprenticeship Scheme which secured permanent employment of 8 unemployed young people. • Championed charity events and supported Comic Relief as donation centre with support of over 200 staff volunteers.

Orchestrated 36-seat multi-channel contact centre dealing with Council Tax, benefits, and general Council enquiries to enhance business processes. Devised and executed performance management framework, set KPIs and managed performance of department. Selected Contributions:• Introduced Live Chat and usage of social media channels to enhance customer service delivery.• Led recruitment and training for the department to improve operational efficiency. • Successfully nominated as ‘Employee of the Year’ after 18 months’ of excellent performance.

• Led team to provide support to internal and external customers• Handled escalated complaints and resolved service issues• Coached, developed, and motivated the team• Implemented new procedures to ensure optimum use of resource and to align skillsets to customer demandKey Achievements• Promoted to Contact Centre Manager after 15 months