Carlie Bolton

Highly organised and proactive professional with over 15 years of experience supporting senior leaders, managing operations, and driving business efficiency. Proven ability to manage complex schedules, coordinate stakeholders, and oversee multiple priorities in fast-paced environments. Known for strong communication, attention to detail, and the ability to anticipate needs and deliver seamless executive support.

Client Customer Service / Account Manager at BG Automotive (2025-05 – Present)

• Manage sales team diaries, coordinating meetings and ensuring efficient scheduling
• Act as a key point of contact for B2B clients, maintaining strong professional relationships
• Prepare and track purchase orders, returns, and credit processes
• Coordinate logistics and third-party providers, resolving real-time delivery issues
• Produce reports and track actions from meetings to support business decisions
• Create and manage Smartsheets to improve workflow and organisation
• Handle import/export documentation and support operational processes

Service Delivery Manager at Glasses Direct (2019-01 – 2023-12)

• Partnered with senior stakeholders to align business goals, operational plans, and improvements
• Managed multiple projects, including system implementations (Salesforce, Omnichannel platforms)
• Oversaw onboarding processes for new employees (remote and onsite), ensuring smooth integration
• Reported on KPIs to leadership teams, enabling data-driven decision-making
• Led international outsourcing project, including vendor selection, training, and stakeholder management
• Managed UK-based Team Leaders and supported wider operational teams
• Managed the returns department and oversaw quality control processes to ensure returned products met company standards
• Handled escalations from senior leadership, including CEO-level complaints
• Ensured compliance with GDPR and managed Subject Access Requests
• Collaborated with IT on system enhancements and user acceptance testing

Team Leader at Glasses Direct (2008-03 – 2018-12)

• Led and developed a team of 8, driving performance and productivity
• Conducted 1:1 meetings, performance reviews, and HR-related discussions
• Monitored and reported daily KPIs to track team performance
• Supported senior management with communication, reporting, and operational updates
• Managed escalated complaints and ensured high levels of customer satisfaction
• Played a key role in recruitment, onboarding, and team development

International Outsourcing Project (Manila & Shanghai)

• Worked alongside senior leadership to evaluate and select outsourcing partners
• Conducted vendor assessments, stakeholder meetings, and decision-making processes
• Designed evaluation frameworks to support strategic business decisions

Qualified Ophthalmic Dispensing Assistant in Ophthalmic Dispensing – Anglia Ruskin University

GCSEs in English, Maths, Science & IT – Dorcan Technology College