Responsible for project managing several large Facility Management contracts. Contracts included Hobbs retail stores, Lincolnshire County Council, Deutsche Bank, Mott MacDonald, Hiscox, The Mailbox, Westfield Merry Hill, and Thomson Reuters. Duties:• Effectively manage end to end project execution from planning through to delivery and close out.• Co-ordinate multiple work streams to deliver on time and within budget, both internal and external• Identify and mitigate risks and issues• Engaging with stakeholders• Generating and updating project plans• Chairing weekly meetings• Generating and updating action plan trackers to ensure the project is kept on track.• Novating supplier contracts• TUPE transfer of staff• Product/service ordering and delivery• Payroll setup• Health & Safety rules adhered to• Financial analysis and invoicing

Responsible for the day to day smooth running of the Johnson Controls Account. Duties:• Management Information Reporting• Attending monthly client meetings• Liaising with external and sister companies re contract start up and termination• Day to day customer service via telephone• Monitoring customer debt to ensure no queries over 30 days• Arranging ad hoc works and invoicing• Generating periodic schedules• Updating costing sheets• Analysis of cost vs. budget• Managing client interfacing web sites

PSM Micro Computers was sold to Syan, so continuation of role below

Responsible for Managing the Call Centre for an IT outsourcing company. Our clients were mainly blue chip organisations and we remotely accessed their servers and users PC’s. I was responsible for setting up the companies IT Call Centre from scratch which included reviewing and implementing the call logging software package and BT Symposium telephone routing and reporting software. My team consisted of 25 people and I was the first point of contact for call centre personnel and the escalation point of key customer personnel.• Hiring and firing of staff• Staff training plans• Ensuring the smooth day to day running of the call centre• Develop and maintain good customer and 3rd party relationships.• Be proactive in making improvements and recommendations in order to carry the department forward and improve service levels• Ensure customer service levels are achieved by delivering a high level of service• Monitoring and maintaining call answer and fix targets• Ensure calls are managed to resolution• Design and implement new shift patterns to meet customer needs• Carry out regular performance reviews and appraisals• Tailoring Management reports from both the call logging and telephone systems showing KPI’s as requested by clients• Ensure any customer complaints are dealt with in a timely manner and note resolutions to eliminate re-occurrence

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