Team Manager
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I am actively seeking a full-time position in, or around Edinburgh, starting on May 1st, 2023, that offers job security and ample growth opportunities. I believe that creating a positive work environment starts with supporting and actively listening to my colleagues. As a hardworking and agile team player, I am confident in handling customer complaints and delivering high-quality presentations.
My adaptability and organisational skills enable me to excel at meeting tight deadlines. I take great pleasure in motivating my colleagues to reach their full potential and contribute to the success of our team.
Shoe Zone 2008 – 2009
•I possess a proven ability to establish rapport with customers, drive sales, manage inventory, and execute effective merchandising strategies.
•I thrive in fast-paced environments and have the flexibility to adapt to change, while also training new associates.
•My effective communication skills and attention to detail enable me to create a welcoming retail environment.
Agency Processor 2009 – 2011
Operational Processor 2011 – 2015I
•I handle tasks within established standards and timelines
•I adopt a flexible and positive approach to meet deadlines
•My duties involve:
•Preparing, reviewing, and dispatching work, Addressing calls and queries
•I maintain records and validate items for internal and client systems
•My focus is on delivering exceptional customer service and I continually strive to improve processes.
Operational Expert 2015 – 2019
•I lead my team to exceed Service Level Obligations and represent Service Delivery in client meetings
•I equip them with the necessary skills and resources to meet business needs
•I analyse data to identify areas for improvement and foster a positive working environment
•I achieve FTE targets, reduce costs, and improve processes while prioritizing compliance and maintaining strong stakeholder relationships
•I provide guidance on staff issues, promote communication and cooperation
•I am well-versed in client business requirements and service provision
•I possess excellent interpersonal skills and problem-solving abilities.
Operational Manager 2019 – present
•I monitor our team's operational performance and track exceptions, delivering remedial activities with detailed action plans.
•I resolve complex queries and customer complaints, identifying areas for process improvement.
•I manage incidents that may impact my team and contribute to talent reviews, cross-training programs, and succession planning activities.
•I work with HR Business Partners to resolve escalated staff issues.
•I manage my team's performance in line with Performance Management guidelines and provide data for quarterly calibration sessions.
•I communicate relevant information from the business or clients to my team and contribute to executing plans that support budgetary targets.
•I review and test risk controls for the team, prepare for and attend client or external audits, and manage daily/weekly control processes.
•I manage resource demands for change activity and release management, as well as health, safety, and security issues.
•I motivate and inspire colleagues to achieve or exceed their potential.
•I manage costs and budgets, engage with clients and stakeholders, and possess strong organizational, decision-making, and communication skills.
•I ensure completion of all mandatory training within target deadlines.
•I deputize for my Line Manager when required and carry out other reasonable tasks within the scope of my role.
2007 – 2009
A-Level
Product Design – C
Physical education - C
Health and Care – D
General Studies – D
Business studies – D
2018 – 2018
NVQ - Intermediate Level A – Apprenticeship in Team Leading in the business skills sector
ICQ - Level 2 Award in Employee rights and responsibilities (RQF) – 1 Unit, 4 Credits
ICQ - Level 2 – Diploma in team leading (RQF) – 10 units, 41 Credits.
English – Level 1 – Pass
Maths – Level 1 – Pass
ICT – Level 1 – Pass
