Kirsty Wenzel

Experience

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  Molson Coors

  Mar 1995 - Oct 2004

  Sales Manager

  Sales Manager, Multiple & Independent channels, June 2000 – Oct 2004Built and embedded a sales culture across the Multiple-On-Trade sales department Led a team of account managers to deliver beer category profit targets (£2million), Coached, developed and motivated account managers to be proficient in profitable deal structuring, negotiation skills and sales techniques together with how to manage individual Pub’s P&Ls to improve their business profitabilityLaunched online ordering programme and reduce inbound sales contacts and increase profitability Promoted full brand portfolio in line with company marketing strategiesCreated a development program for team managers and advisorsTraining and Development Manager, Nov 1996 – June 2000Project lead for L&D department for new national Sales and Service business structureCreated a variety of training programmes for sales and service employees, circa 500 peopleTele-Account Manager and Trainer, March 1995 - Nov 1996 Show less

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  GE Capital

  May 2005 - Dec 2009

  Operations Manager

  Collections Manager, May 2008 – Mar 2009Delivered collections targets for early stage debt collection (up to 90 days) for a range of financial products. Customer Services Manager, May 2008 – Mar 2009Project managed the transition of an established Customer services department from Leeds to Newcastle, maintaining contractual SLAs for the client >200 people. Reduced customer complaints by 20% by creating a specialist role within the department. Delivered cross-sell strategy into Customer services turning cost centres into profit centresSales to Service Manager, Sept 2007 – May 2008Successfully project managed Sales to Service (S2S) pilot and subsequent launch of the department, delivered £3.6m net income in the first year Sales Manager, June 2005 – Sept 2007Led and remote managed 2 sales offices to achieve Op Plan KPI’s across two P&Ls. Managed diverse team of 16 team leaders, >200 associates, including sales, FSA compliance and training teams to deliver income through a variety of financial products. Show less

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  Capita

  Jan 2010 - Oct 2015

  Senior Operations Manager

  Samsung Senior Operations Manager - Feb 2014 – Oct 2015Created the Samsung contact centre 5-year deal worth £55 million by recruiting, training, and leading department of >350 employees across 10 work streams, including web-chat, administrative, telephony, and email channels. Led a variety of change management and improvement projects to identify business enhancements through Lean methodology Debenhams Operations Manager - Apr 2012 – Feb 2014Operational lead, accountable for the set up of the 5-year £100m contract for Debenhams, recruiting and training 400 people across a multi-channel function. Working collaboratively with senior business and client stakeholders to develop and implement strategic operational plans aligned with the organisational objectives. Led the TUPE consultation project for 200 employees along with the due diligence and transfer of work from In-house to Outsourcer.British Gas Operations Manager, Nov 2011 – Apr 2012 Led the closing of British Gas department 150 FTE through a programme of redundancy and redeployment whilst improving CSAT performance on under performing unitEE Collections Operations Manager, July 2010 - Nov 2011Led, motivated and coached teams of inbound and outbound debt collectors to maximize collection opportunities in line with the client and business strategies. Produced dashboards and monthly reports for team and director level Molson Coors Collections Manager, Jan 2010 – July 2010Project managed the transition collections department from in-house to an outsourcer, within 12 weeks and 97% employees TUPE transfer. Led a change management project to embed culture change whilst maintaining collection targets Show less

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  SpringClean, Cleaning and Pest Control services

  Oct 2015 - Sept 2017

  Business Development Manager

  My main responsibilities are managing the administration of all the company's accounts, generating new and building on existing business relationships and overall management of Springclean's employees.

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  Capita Integrated Services

  Jan 2016 - Jul 2017

  Head of Service - on behalf of Primary Care Services England, NHS

  Transitional site lead for primary care services from NHSE to an outsourcer, reducing employees by 50% (>1400 to 650) and migrating 43 NHSE sites to 3 strategic Capita sites to implement 7-year contract worth £400m., saving the NHS £45m. Key achievements• Delivered service level KPIS by throughout a period of instability and change to by driving high standards, motivation and leadership through my team of operations, project and team managers• Operational lead for the transformation programme, delivering all financial measures through internal and external service levels, building and influencing strong client relationships at director level between stakeholders and client (NHSE, PHE)• Established a strategic operational vision to the Capita PCSE Screening service line implementing across multiple sites to deliver patient care, performance and growth • Accountable for the delivery of the individual service line P&L• Improved business efficiency by driving continuous improvement initiatives / projects. E.g. automating non-delivered whitemail saving £60K and 5% FTE saving annually• Developed a quality assurance programme & established an Incident management programme, resulting in a 50% reduction in incidents for the 1st 6 months in 2017• Project managed the transition the existing Customer Services Centre from Leeds to Blackburn office, with a new cohort of employees. Achieved Service Level targets within 2 months and saving £100K Show less

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  Optima Health (OH&W)

  Jan 2018 - now

  • Planning and Real Time Manager

    Jan 2022 - now

  • Service Operations Manager

    Jan 2021 - Jan 2022

  • Site manager

    Jan 2018 - Dec 2020