Operations Manager at MMS FM Ltd (2026-01 – Present)
Promoted into a newly created Operations Manager role after identifying operational gaps within the business and proposing a dedicated function to improve coordination, efficiency and commercial performance.
- Lead a team of 15 field engineers alongside the office-based operations team, balancing people, customer requirements, quality, capacity and commercial performance.
- Implemented a new digital system for field engineers, replacing paper-based scheduling, reporting and client sign-offs and reducing reliance on WhatsApp. The change has streamlined scheduling, improved visibility of live works and reduced administrative time for the office team.
- Created and implemented new processes for tracking job-level profitability, giving the business greater visibility of performance, identifying wasted time and supporting better cost control.
- Consistently delivered £250,000+ of operational work per month after my first three months in the role, across reactive, planned and project works.
- Developed and delivered training to support the adoption of new systems and best practices, helping teams understand not just what was changing but why.
- Quality assured quotations, repairs and installations, maintaining standards across the customer journey and ensuring work was delivered to agreed requirements.
- Managed the onboarding and ongoing relationships of suppliers and subcontractors, including negotiating payment terms and preferred pricing.
- Act as a link between field teams, office staff, clients and senior management, resolving issues quickly and ensuring operational priorities remain aligned with commercial objectives.
- Implemented and maintained SLAs across operational activities, establishing clear service standards and monitoring performance to ensure consistent delivery against agreed timescales and quality expectations.
Account Manager at MMS FM Ltd (2025-04 – 2026-01)
- Managed projects end-to-end, including surveying, quoting, planning, delivery, P&L management, quality assurance and invoicing.
- Built and maintained strong relationships with 10+ clients across 50+ sites, balancing customer expectations with operational and commercial requirements.
- Took ownership of project performance, monitoring delivery against agreed timescales, quality standards and financial expectations.
- Worked closely with field engineers and office teams to resolve issues, coordinate resources and keep projects moving.
- Developed a broad understanding of the business and identified recurring operational challenges, ultimately recognising the need for a dedicated operations function.
- Proposed the creation of the Operations Manager role and subsequently moved into the position, taking responsibility for building and developing the function.
Business Development Officer at Learning Curve Group (2024-04 – 2025-02)
- Worked within a government-funded training programme, building relationships with charities & job centres to engage and enrol learners onto programmes, leading to job opportunities.
- Consistently achieved and exceeded a target of 40 learner enrolments per month, using relationship building and a people-focused approach to encourage engagement.
- Coordinated the learner journey from initial engagement through to enrolment, working with external stakeholders to overcome barriers and ensure a positive experience.
- Created tracking processes to monitor leads and learner progress, improving visibility and organisation.
Account Manager at Marsh Commercial (2023-04 – 2023-11)
- Managed a portfolio of commercial insurance renewals, building trusted relationships with clients and supporting them through complex and often sensitive requirements.
- Developed a strong reputation for responsive, customer-focused service, receiving positive client feedback and successfully resolving issues through the process.
- Supported and mentored colleagues, sharing knowledge and helping maintain high standards across the team.
Account Manager at CHH Conex (2022-03 – 2023-03)
- Managed relationships and day-to-day requirements for three high-value client accounts, balancing customer expectations with operational and commercial requirements.
- Managed hundreds of products, coordinating procurement, stock levels, quotations and customer requirements to ensure reliable supply.
- Introduced new systems for tracking and reporting account data and stock, saving time and creating greater visibility across the accounts.
- Identified opportunities to strengthen client relationships and develop additional business through a strong understanding of customer needs.
Head of Department at Matrix Academy (2021-06 – 2021-12)
- Promoted into a leadership position following strong overall performance, taking responsibility for two direct reports alongside my teaching responsibilities.
- Designed and developed the department's schemes of work, creating structured learning programmes focused on knowledge retention and helping students develop well-reasoned, balanced responses.
- Supported students who were often considered less academically inclined or who experienced behavioural challenges, adapting my approach to help them engage and achieve stronger outcomes.
- Mentored and supported colleagues, creating an open environment for problem-solving, development and shared learning.
- Used student performance and feedback to identify areas for improvement and adapt teaching approaches accordingly.
Teacher of English, Media & Film at Matrix Academy (2018-09 – 2021-12)
- Designed and delivered engaging learning experiences and presentations for 100+ students.
- Built an inclusive environment where students with different needs and abilities could participate and thrive.
- Monitored learner progress and used data and feedback to adapt teaching and support individual development.
- Regularly adopted new technology and software to improve teaching and learning.
- Managed a demanding workload while prioritising tasks according to urgency and impact.
Learning Support Assistant at St. Michael’s C of E (2015-05 – 2017-08)
- Supported students with their learning and development, working closely with teaching staff to create a positive and inclusive learning environment.
Sales Assistant at FootAsylum (2010-12 – 2016-01)
- Built early experience in customer service, sales and working as part of a fast-paced retail team.
