Tom Hooper Email & Phone Number

Warwick

Reporting directly in to the Finance Director with commercial responsibility for the national business. Tasks including;• Ownership of Platinum report• Monthly commercial report including but not limited to;o Top 10 client performance (revenue and direct GM)o Under performer reviewo Over performer reviewo Trading vs. budgeto GM% vs. budgeto GM% variance vs. budget analysis (split: sales, GM% and client mix variances)o Commercial KPI reportingo Churn KPI’s and analysis• Bespoke reporting as required by the executive committee and senior management team• Core new business commercial evaluation, ROI, and risk management• Special project commercial management • Forecast responsibility for bottom up, top down group forecasting, which involves putting together the first cut of the client revenue and margin forecast towards the end of quarter four. After regional management input growth is applied using known new business along with phased, un-known new business

National

Appointed to National Support Manager September 2012, reporting directly to the Head of National Operations. As National Support Manager, the tasks include: -•Budgets: Operational lead in bottom up, top down group forecasting, which involves putting together the first cut of the client revenue and margin forecast towards the end of quarter four. After regional management input growth is applied using known new business along with phased, un-known new business•Inductions: Time spent with all new operations staff as part of their inductions. This includes all elements of operations but primarily regarding best practice and in-depth technical usage of core systems•Reports: Making improvements in operational performance and fleet by use of existing reports as well as developing new reports to measure improvements. Helping colleagues to interpret data within reports and advising them about how they can best use it to make improvements•Network: Support for the network by travelling to various service centres as part of key projects, account implementations and systems support •Projects: Was part of various important project teams including three major acquisitions, London 2012 Olympics, and system migration •KPIs: Set about improving and consolidating weekly KPI reports the previous Operations Manager sent to the Senior Managers, to ensure they were receiving a comprehensive and concise weekly pack •Network: Updated and enforced rules for the regional service centres to use as a guide to help improve network utilisation. Also improved the ‘return journey’ report beginning to use jobs allocated to a ‘non-service centre courier’ regardless of job direction, instead using lat-long to work out whether work had reduced the courier’s dead mileage

Warwick

I was responsible for all aspects of the successful operation of a Key Platinum Account. My responsibilities included: - • Reporting: Monitoring, adherence & reporting to a detailed SLA (Service Level Agreement), compiled & shared on a daily, weekly & monthly basis. • Management: Line management of 10 couriers, including payroll, expenses, holiday requests and subsequent cover, and any disciplinary processes required. Also includes the recruitment of new couriers.• Route planning: including regular route deviations to support changes in client requirements, emergency route changes and additions to support “urgent” work• P&L: Monitoring of P&L Reports• Support: Providing business hours and out of hours support to the customer, and couriers servicing the customer.• Green Initiative: Compilation of a suite of ‘Green’ reports, detailing fuel consumption, vehicle efficiency and carbon offset.• CTC: The forensic and counter terrorism clearance aspects require careful consideration – routes have to be planned to prevent cross contamination, and adhere to the Human Tissues Act, and CTC means that all firearm transportation has to be logged with the Police.These key accounts operate 24 x 7, so strict monitoring for all jobs is crucial to meeting the agreed performance levels. This frequently involves 24 hour availability, and I provided out of hours and weekend support. Key skills for this role include the ability to communicate effectively (both with the customer and internal CitySprint staff), organisational aptitude, attention to detail, working to strict deadlines, working on one’s own and as part of a team and being able handle pressure, aligned with an excellent understanding of customer services. Due to my aptitude in Excel, data extracts and other Microsoft Office tools, I was frequently asked to produce reports and presentations for the Senior Management team.

Warwick

I was promoted to this role to manage and oversee a brand new National account. I was responsible for setting up the operation, including specific reporting requested by the customer, and POD tracking. It was due to my success in this role that I was promoted to the role of Contract Account Manager.

Warwick

Key Tasks:Daily Responsible for cataloguing sensitive courier information, vehicle inspections and ensuring that records were up to date.Solely responsible for route planning & job allocation to the five circuit couriers across the Midlands.Weekly Revenue monitoring of UK Overnight and International consignments to ensure they were meeting profitability targets.Responsible for the operational management of key same day accounts, each requiring a high level of maintenance due to the strict service level agreements.Commercial awareness and operational initiative earned me promotion to dealing with more demanding accounts.