Experience

• 

  Mitchells & butlers

  Nov 2005 - Feb 2007

  Team leader (o'neill's)

  Stock check, ordering, banking duties and staff rota during the day shifts along with ensuring the bar was sufficiently stocked and ready for any busy period. In addition, responsible for the members working behind the bar during my shifts day or night.

• 

  Isg - technology

  Feb 2007 - Aug 2015

  Skills & Responsibilities:• Accountable for monitoring the standards of service for a number of established nationwide maintenance contracts, ensuring contractual and business standards are met.• Overall responsibility for the call management system, Tesseract , including ensuring the system is updated with contracts, SLAs & KPIs.• Generating performance reports to measure performance against agreed targets, highlight trends and areas of concern. • Attending regular review meetings with customers and acting as a main point of contact for HMP, HMRC, DWP, Cablecom, Nationwide and Tesco.• Acting as the last point of escalation for all unresolved queries before Director-level.• Identifying trends or failures which can be addressed through service improvement.• Quotes and requests• Drawing up processes based on contractual agreements and reviewing for continual service improvement.Achievements:• Cost Saving Initiatives – Re-negotiated a cost saving of 15% on all UK branch stationery costs in addition to the 27.9% saving already achieved.• Olympic Planning – Designed & implemented a minimum disruption plan to ensure continual service during the Olympic period.• Introduction of the Maintenance Engineer Manual – Designed and continue to maintain a one-stop-shop reference manual for all our engineers out on the road. Show less

  • Service Delivery Team Leader

    May 2010 - Aug 2015

  • Central Admin Team Leader

    Apr 2009 - May 2010

  • Project Administrator

    Feb 2007 - Apr 2009
• 

  Wincor nixdorf

  Aug 2015 - now

  Service delivery executive
• 

  Diebold nixdorf

  Sept 2023 - now

  Customer delivery manager