Emma Devlin
Senior Business Support | Operations | Compliance | Customer Experience
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About
Senior Business Support and Operations professional with almost 40 years of experience across financial services, compliance, healthcare, retail and customer service. Known for improving processes, strengthening compliance, enhancing customer experience and supporting organisational success. Recognised for maintaining 100% quality standards, creating business-critical compliance systems from scratch, coaching colleagues, leading teams and delivering measurable commercial results.
Reliable, calm, approachable and commercially aware, with a reputation for building trusted relationships and making a positive difference wherever employed.
Experience
Administration Assistant - Legal & General
(2022-01)
- Maintain 100% quality standards while supporting customers through telephone, live chat and digital services.
- Handle complex customer enquiries with empathy and accuracy.
- Support new starters and share knowledge with colleagues.
- Recommended communication improvements adopted following risk review.
Project Administrator / Document Controller - First for Fire & Security
(2019-01 - 2019-12)
- Designed a certification tracker from scratch.
- Supported ISO 9001, ISO 14001 and ISO 45001 compliance.
- Produced quality manuals and strengthened document control processes.
Centre Manager - Lok'nStore
(2018-01 - 2019-12)
- Maintained 98% occupancy for six consecutive months.
- Developed local business partnerships and increased additional sales.
- Led, coached and motivated the centre team.
Store Manager - Multiyork
(2013-01 - 2018-12)
- Increased annual sales by 120%.
- Recruited and developed a high-performing team.
- Improved profitability through coaching, commercial planning and customer service.
Section Manager - Marks & Spencer
(2003-01 - 2013-12)
- Managed teams of up to 35 colleagues.
- Analysed performance data and implemented action plans to improve results.
Diversity Awareness Coach & Customer Advisor - BT
- Delivered Diversity Awareness training to employees at all levels including senior leadership.
- Contributed to a nationally recognised anti-bullying programme.
- Received formal recognition from management for training excellence.
Donor Carer - NHS Blood & Transplant
Care Worker - Home Instead
Showroom Manager - Clearwell Mobility
Education
Sociology - Open University O Levels - Mathematics, English, History, Geography, Biology and Commerce - Varndean High School
