Reporting direct to the Managing Director and Operations Director to identify potential needs and develop innovative planned processes to efficiently execute solutions and projects. Supporting all departments in achieving outstanding service to customers by implementing and reviewing processes and practices across all business areas. Achieving challenging objectives around cost, health & safety, security, environmental, productivity and transport. • Ensuring all operations are carried out in an appropriate, cost-effective way• Improving operational management systems, processes, and best practices• Ensuring processes remain legally compliant• Manage budgets• Provide all staff first line response for business-critical issues• Manage all business associated accreditations and audit renewals• Complete facilities maintenance over two sites• Support with first level IT/Tech issues, management of the external IT service• Managing external contractors, cleaning, telecoms, network, alarm etc• Lead security opening and closing procedures• Managing and maintain business associated risks• Support & manage fire marshals and first aiders• Maintain records of all staff training and expiry dates for renewal bookings• Managed the company fleet – servicing, repairs, and MOT's• Manage the on boarding & exits of staff • Ad hoc projects

Responsible for multiple Compliance tasks across the business. • Continuously looking at improving to ascertain best practices • Being responsible for auditing equipment, processes, vehicles, and workplace, build reports and feedback to management to improve performance.• Coordinate and act as technical support on site • Actively monitor trends and identify and implement actions and solutions.• Managing certifications • ISO 9001 - Quality Management System• ISO 14001 - Environmental Management System• ISO 27001 - Information Security Management System • Forest Stewardship Council (FSC)

Fostering relationships and helping clients find the right products to fit their needs. • Obtaining market costs for projects from our approved supplier database• Researching and arranging a suitable sell cost• Provide clients with a formal proposal• Following up proposals to obtain orders• Creating both purchase orders and order acknowledgements for suppliers and client • Project managing from “cradle to grave”• After sales support and customer service• Obtaining opportunities and chasing leads where applicable• Managing client expectations• Involved in daily meetings that include progress and updates of each individual job• Pairing each project with the correct machinery available in the market place• Overseeing client’s stock control via our on-line and off-line stock systems

Leading a team of Customer Service Executives, ensuring that the College maintains a standard of excellence and continuous improvement in its operations and customer service delivery.To ensure that operational procedures are in place and well managed to ensure an outstanding learner journey throughout the application and enrolment process and to enable the college to effectively monitor this activity.Working closely with the Director of Customer Services the post-holder will be responsible for supporting the College’s strategies, policies and practices to positively enhance the learner experience and improve the College’s reputation as an outstanding provider of vocational skills, education and training.Co-ordinating, developing and promoting a personal “one stop shop” service, offering support or referral for pastoral, health/welfare and financial matters, for example advising learners on social security benefits applications, the learner support fund, learner transport, and HE financial application packs.Fully conversant in Safeguarding best practice and fully aware of the latest child protection legislation.Implementing strategies in partnership with the Personal Development Coaches to raise aspirations and encourage progression to Higher Education/Higher Level Skills or work.

My primary aim in this role is to develop and deliver in-house training programs, providing regular refresher training to ensure staff are meeting the needs of the business efficiently. I am responsible for the full training cycle and I support business objectives across the organisation through developing and delivering training to all employees from soft skills training through to modular training courses specific to each discipline. Internal Responsibilities:• Plan, develop and implement strategies for staff training.• Establish and maintain appropriate systems for measuring staff training and development. • Liaise with department supervisors/managers to understand all staff training/coaching needs• Liaise with HR to review training needs assessments on a regular basis• Design and deliver developmental training & coaching to existing staff • Design and deliver induction programs for new staff across all Departments and European Offices. • Update and develop training manuals for all European Offices. • Ensure service standards are consistent across the business • Design Customer Service workshops and deliver to existing and new members of staff• Champion the in Team Member of the Month Programme. • Support system development via involvement in testing, documenting, communicating and training External Responsibilities: • Support Marketing Department & Sales Managers with Travel Partner Training through webex session for GDS systems, trade workshops and agent training when needed.

Responsible for a team of 12, handling both sales and customer service phone calls and emails. Daily tasks and responsibilities consisted of the following:• Reporting on a daily basic directly to the contact centre supervisor and manager. • Completing coaching sessions with the team towards achieving daily/weekly/monthly targets. • First point of call for all escalated situations, using my personal skills to defused and resolve. • Communicating and managing all itinerary changes following up all issues till resolved. • Part of Norwegian’s care team involved in many tasks force events. • Successful completion of Level 2 NVQ in Team Leading with distinction. • Voted the employee of the Month Award in January 2010.

Handling all helpdesk queries until departure. This included the following tasks:• Telephone and email correspondence ensuring high levels of customer service satisfaction.• Handling large amounts of administrative work with attention to detail being critical at all time. • Achieving individual and team targets set by team specialist and supervisor.

SWE Design and Systems, Greenwich, London General administration and Marketing. Promoting the company with the use of design and branding software and assisting operations with start up and move into a new office.

Towards the end of my 2nd year at University and over the summer break, I worked part time demonstrating and selling products to match customer needs. This job improved communication skills, sales skills and my overall confidence. I was rated highly with positive feedback by a secret shopper working for the company.