• Operations Manager position that supports the FedEx domestic parcel operation. • Promotes Safety Above All Culture and manages specific day-to-day operations and an assigned staff. • Responsible for ensuring safe and efficient package sortation through the management of Supervisors, Package Handlers and Support Agents. • Managing administrative employees and functions, and ensures administrative processes are compliant with FedEx policies and procedures and governmental regulations.• Management responsibilities include, but are not limited to: hiring, terminations, coaching, training, recognition and rewards, performance evaluation and management, discipline, addressing employee concerns and staff productivity.• Lead employee and/or planning meetings to ensure workforce communication and understanding of operational updates and daily goals; Includes communication and public speaking to small and large audiences on a regular basis. • Adapts quickly to change to meet dynamic business needs; Displays flexibility and appropriate sense of urgency, while leading and engaging employees in a positive and professional manner.

Coaching U7-U12 boys in the academy on Monday evenings.Using the principles from Coerver Coaching, now Sheppey United are a Coerver Partner Club.

• Managed day-to-day processing and operations delivery, leading and motivating teams to deliver against KPIs, building good professional relationships with employees.• Minimised early performance issues by effectively training new entrants on best practices and procedures.• Used both formal and informal methods to rectify employee errors within their role, to improve standards, and reduce complaints year-on-year.• Proactively found ways to improve communication and cohesion, within different departments at the delivery office, resulting in better time management.• Cut company operating budgets through improved staffing and resourcing, meeting and exceeding targets provided by higher management.

• Sorting and organising a fluctuating daily workload, planning and managing my time effectively, to ensure completion.• Quickly became a valuable employee in the delivery office by offering myself to complete multiple hours of overtime, and constantly putting my name forward to undertake new jobs and responsibilities within the role.• Understood in depth what was required for a post person within processing, delivery and collection of items for the office.• Learned the sorting of mail and parcels for 52 different deliveries within the first year at the company, to complete a personal challenge set as a new entrant to the business.

• Completing team audits on a monthly basis, listening to and marking around 150+ calls a month, adhering to vendor regulations.• Conducting call forums three times a month coaching eight Customer Consultants at a time.• This meant that I was able to reach more employees with my coaching and development.• Providing 1-2-1 coaching with Customer Consultants and Team Leaders, which lead to instant improvements in call quality and behaviours.• Leading and assisting with calibrations for Team Leaders, and my own Call Performance team.• Liaising with all areas of the business on a daily basis to clarify information on call audits, to improve knowledge to aid my progression.• Working alongside Team Leaders on the Customer Operations floor, to help improve the quality of the calls whilst the Consultants were live on the calls.• Regular feedback provided via Microsoft Excel, and face-to-face to Customer Consultants, in a bid to improve the customer journey for Cabot's customers.

• Customer facing phone-based role.• Agreeing affordable and sustainable repayment solutions using the company's ethical values.• Liaising with members of my team and team leader, to give and receive feedback, which improve our call quality and exceed targets individually and as a team.• Upholding customer's security under the Data Protection Act.• To ensure the customer has the correct customer journey and outcome based on their situation and affordability.• Coaching colleagues new to the business, answering queries and going out of my way to be someone for people to approach when in need of assistance.• Meeting and exceeding targets set out by higher management consistently on a month-to-month basis.

• Responsible for the opening up and locking both sites.• Maintenance within the buildings and around the grounds.• Ordering supplies, processing and distributing items within deliveries.• Managing a team of cleaning staff.• Checking in and assisting site visitors.

• Delivering a high standard of customer service, whilst surpassing targets set by management.• Processing deliveries and auditing stock.• Conducting transactions on the till, whilst promoting relevant key products, to achieve personal and store targets.• Making sure the customer is well informed with their query or purchase before, during and after a transaction, ensuring satisfaction, minimal refunds and no complaints.