• Effectively leads and manages a team of up to 150 direct reports on a daily basis. Including performance, development, holiday, sickness and absence.• Supports and works closely with Project Leaders in order to deliver successful key events in the business calendar.• Analyses internal and external data such as KPI results in order to improve department procedures and to support business decisions.• Takes the role of duty manager, overseeing the operation of staff and venues within the department, reporting to the wider business.• Responsible for the stock take and replenishment of key operational elements within the department.• Complies with strict business procedures regarding Purchase Orders and HR policies.• Manages individual and team performance inline with business standards, values and expectations to ensure KPIs are met and exceeded.• Actively seeks to highlight individual training needs and to coach and develop staff to create a culture of excellence, improve guest experience and to engage staff. • Responsible for the processing of team wages inline with a pre-defined budget matrix.• Produces smart rotas and schedules to maximise budget efficiency.• Leads recruitment within the team, highlighting recruitment needs, facilitating recruitment drives and completing necessary paperwork to enrol new members into the department.• Liaises and supports various departments and stakeholders within the business in order to ensure the operation runs effectively.• Champions all Health and Safety policies to ensure incidences or near misses are kept to a minimum.• Produces business literature to communicate changes and updates to teams and departments, ensuring the highest level of service can be delivered. • Facilitates briefings and meetings with stakeholders to report service levels to the wider business.• Using employee and guest feedback, constantly reviews processes to improve service and guest experience.

• Proactively advises and influences stakeholders on business decisions and processes to improve service performance. • Manages Performance, producing daily closure and lost time reports for Management Information. • Responsible for the allocation and delegation of work.• Using DMAIC methodology identifies and formulates new ways of working to reduce AHTs and to improve service performance whilst ensuring processes remain compliant with company policies and regulations. • Completes and records quality checks, carrying out any necessary feedback and coaching.• Leads and motivates team members towards new ways of working to achieve KPIs through the use of SMART objectives. • Actively seeks to coach and develop colleagues to create a culture of excellence. • Sole responsibility for time critical work areas. • Specialises in resolution of Executive Complaints received from external third parties.• Equipped with valuable negotiable and communication skills to agree mutual solutions in order to achieve customer satisfaction and retention. • Handles sensitive information on a daily basis, adhering to Data Protection policies.• Applies extensive knowledge to solve highly complex and technical errors. • Responsible for testing new work practices to ensure any changes are justifiable and worthwhile in delivering results and for the formulation of KPIs. • Analyses, extracts and interprets data from various sources and in numerous formats to use constructively and to inform MI.• Produces business literature to communicate changes and updates to teams and departments, ensuring the highest level of service can be delivered. • Exceeds quality and productivity targets, scoring 100% on a daily basis.• Responsible for the amendment and correction of customer accounts through the use of several computer programs and for the handling, recording and organising of customer contact – both internal and external.• High level of numerical and analytical skills.

• Successful running of my own profitable Graphic Design Company, recently securing a major contract with The Heath House; one of Staffordshire’s most prestigious Wedding Venues. Carries out end to end business processes including marketing, customer acquisition, buying, finances, manufacture and delivery.