Selena Francis Email & Phone Number

United Kingdom

Derby, United Kingdom

Node4 is a provider of end-to-end IT infrastructure and services and has received a wide range of awards and recognition for the services they offer.In this role I offer first line support and triage inbound issues requiring escalation to specialist teams to ensure that the Service Desk offers the highest possible standard of Customer Care and managing end user expectations.I ensure that the appropriate processes are adhered to and endeavour to resolve as many issues as possible with a first time fix, whilst taking care to ensure that all issues are dealt with in strict accordance with the appropriate SLA requirements. This is a temporary role that offers me an excellent opportunity to utilise my existing abilities whilst also providing refinement as I learn new skills to further diversify my knowledge.

Uk

Tarmac is part of the CRH Group and is the UK’s leading sustainable building materials and construction solutions business.I progressed within the organisation and my last role was to manage UK Logistics through the largest digital transformation that the company had ever implemented. My overarching achievements included:• Replacement of 3.5million tickets per annum with electronic alternatives• Supporting 5000+ Stakeholders to confidently embrace the change• Full deployment into BAU state within 18 monthsSome of my key achievements in this role included:• Delivery of all elements of the Logistics transition on time• Ensuring ongoing compliance with project governance• Continuously adapted approach to overcome barriers and avoid delays• Planned and supervised equipment installations in over 2000 contracted fleet vehicles• Engaged 5000+ internal and external stakeholders across the UK with complex communication requirements and expectations• Designed a blended learning solution which embraced the ever changing nature of the fleet, resulting in 4,500+ end users confidently interacting with the system• Balanced support at grass roots level whilst maintaining a strategic approach to deployment• Collaboratively monitoring patterns of undesirable user behaviour and ensured prompt action was taken before bad habits formed• Designed new processes to support the change, engaging closely with nominated process to support them with their BAU responsibilities

Central & Wales Region

This was a newly created role aiming to support Operational Management teams to overcome barriers to increase operational productivity and therefore profitability.This was a diverse role and some of my duties included;• Creation of a robust, national RCA process for Operational Managers to streamline the recording of incidents & root cause investigations whilst automating key information sharing to allow the business to learn from incidents and take a pro-active approach to ensure no further outages• Creation and management of a regional deployment plan, ensuring that activity supported the achievement of organisational objectives• Supporting CI processes at a site level including conducting cost benefit calculations and viability assessments for proposed changes• Conducting 360° performance reviews & provision of structured Coaching and Mentoring to Site Management Teams• Creation of Action Plans informed by Coaching sessions• Collaboration with internal HR to support and inform theirDisciplinary Process (within the bounds of confidentiality)• Developing robust succession plans to retain knowledge within the business which would otherwise be at risk of loss• Creation of new process and updating existing processes to ensure they remained relevant and aligned with organisational objectives• Creation of Video SOP’s and implementation within Operations

Uk Wide

This was a fixed term position covering maternity leave and was focused on driving commercial improvements through the implementation of a nationwide change management programme:• Deliver systems and process training throughout the UK• Design materials based on identified requirementsSome of my key achievements in this role included:• Delivering training for change initiatives which contributed to £11.7 million cost benefit in 2015/2016• Assumed responsibility for auditing the Embed and Sustain elements of the training cycle; including identification of process inefficiencies, change recommendations, action planning, implementation andcontinual monitoring activities• Remotely led a national team of Change Champions to promote the benefits of continuous improvement at a local level• Led the gap identification and contributed to design and implementation of a consistent Business Induction for all UK commercial employees

Lichfield

Managing all aspects of running a fast paced construction environment, including quotation & contract preparation and management, managing remote teams of operatives, procuring materials, plant and equipment, organising and ensuring compliance with necessary Health & Safety legislation, specifically regarding Asbestos and preparation of all RAMS and contractual documentation.

Haverfordwest, Pembrokeshire

Supporting remote teams, ensuring funding constraints adhered to, preparation of annual accounts, submission of grant claims and ensuring that the appropriate levels of insurance were in place to support paid workers, volunteers and participants in all activities.

Milford Haven

Implementation of a bespoke recruitment service to create new positions in the local community to reduce unemployment throughout Pembrokeshire and promote employment of disabled candidates.

Pembroke Dock

Working at grass roots level to improve one of the most deprived communities in Wales (as defined by the WIMD 2007)

Pembroke Dock

Having had an extensive and successful career in sales, I was promoted to manage a busy outbound B2B department tasked with expanding the business portfolio to include web based marketing streams such as Pay per Click (PPC), Banners and buttons.

Pembroke Dock

I was responsible for all aspects of managing a high turnover and fast paced retail outlet. My primary concern was to lead a fantastic, service focussed team to maximise sales and performance across all product lines. I was dedicated to ensuring that the team had fun whilst delivering exceptional levels of customer service, exceeding expectations at every opportunity. I have always taken a grass-roots approach to leadership, nurturing my team and store to achieve all KPI’s, whilst adhering to Health & Safety legislation.

Pembroke Dock

In this commercially focussed role I was responsible for ensuring that the highest possible standards of customer service were offered and maintained across the department. I thorougly enjoyed the opportunity to get involved with Sales and Customer Service Training, NVQ assessing as well as developmental coaching in this role.

Hereford, United Kingdom

I was responsible for all aspects of managing the store, with an increased focus on security due to the value and highly collectible nature of some of the product lines.

Master’S Degree, Psychology

Ongoing Study

High School, Gcse'S, 11 X Pass