Operations Manager with 12 years experience of successfully coordinating the activities of various departments concerned with the production, pricing, sales, Marketing and distribution of products & services.

Duties:
• Proven ability to plan and execute effectively to meet business objectives.
• Responsible for selling, closing, servicing and expanding the current customer base within an assigned territory.
• Selecting sites for new development with a focus on multi-unit opportunities.
• Managing relationships with suppliers, vendors, sponsors, internal clients and community partners.
• Providing highly professional sales and marketing expertise and back up to sales representatives.
• Working closely with distributor field teams to help lead strategic field initiatives.
• Participating in district sales events as well as regional and national distributor trade shows.
• Develops and maintains Key Performance Indicators (KPI).
• Successfully applying Six Sigma and Lean Methodologies; Kaizen Methods & 5s Techniques.
• Managing Online Shops, MS Office, VM Ware, Cloud Computing and WMS.
• Managing a team of approximately 50 employees in a busy work environment.
• Negotiating contracts, ensuring that they balance value and risk.
• Establish and implement departmental policies, goals, objectives, and procedures.
• Creating, managing and analysing performance data and other information.
• Ensuring that capacity and capability are continually planned.
• Encouraging, identifying and developing best practice strategy.
• Ensuring compliance to all Environmental Health & Safety goals & objectives.
• Producing Operations manuals which define how the business is to be run.
• Working closely with the department Managers. Regularly travelling to regional company sites, meeting area managers and getting product feedback from them.
• Responsible for producing incremental revenue by building customer plans, developing marketing strategies.

Assign/monitor CSR project assignments on a daily basis to determine performance, areas in need of supervision/change, refocusing, etc.
Review reports to understand the scope of the project and determine whether milestones are being met.
Develop and maintain schedules to meet or exceed business needs. Re-assign work to meet changing project requirements.
Review daily detailed reports and perform random audits of CSR scheduling and call logs to ensure appropriate scheduling statuses are being utilized.
Ensure CSRs are following client service level agreements.
Verify that all employees are entered in Cisco admin portal for movement between queues.
Consistently monitor Cisco admin portal to delete names of individuals no longer employed.
Monitor inbound and outbound queues and shift CSRs to meet business needs.
Run switch reports to review team performance and ensure productivity requirements are being met.
Track team/employee performance and provide results to employees.
Provide periodic reporting to management team regarding project performance and areas of focus.
Work with Senior CSR to ensure adequate support is being provided to the team.
Monitor, verify and ensure that systems are functioning and raise any issues to the attention of IT and the management team.
Monitor fax queues on daily basis.
Review CSR follow-ups (remind, assign CSRs if sites have not been contacted with a specific scheduling status, i.e. scheduled for onsite scanning).
Review onsite gap report daily and send corrections to CSRs.
Provide employees with assignment packet details (i.e. request packets, scripts, project details, etc.)
Obtain weekly report from Field Supervisors regarding on-site scheduling updating the team of resource changes.
Monitor remote EMR sites for follow-up on documentation, access forms, etc.
Conduct periodic team meetings to discuss project progress, issues, concerns, changes to ensure the team is on the same page.
Assist CSRs with escalated calls

Main Duties and Responsibilities:

• Supervising staff and Merchandising departments
• Coming up with promotional and marketing ideas for the store
• Dealing with queries and complaints; Maximising profitability
• Strong ability to motivate staff by organising team meetings
• Performing excellent IT skills and good numeracy skills to achieve targets
• Implementing new procedures and ideas to help drive the business forward
• Delivering Outstanding customer service skills Good negotiation skills Organised and proactive
• Face to face contact with customers on a daily basis, assisting customers on the customer service desk both in person and over the telephone
• Answering the customer queries regarding stock
• Checking stock availability and arranging in-store transfers as well as making sure the right product is delivered to the customer
• Deal with internal and external enquiries
• Check dockets on a daily basis for accurate stock delivery in to the store/departments
• Attention to detail; cash handling; 100% accuracy to manage checkout operation
• Work on the customer services desk to deal with customers returns/refunds and exchanges
• Merchandise on daily basis to push the stock and achieve the sales targets and 100% accuracy on pricing and tags
• Manage health & safety and security issues to make sure the stock is not lying about and being worked through rapidly
• Communicate with staff members to make sure that the high standards of team work is performed
• Direct communication with all management regarding business for further explanations
• Perform any other tasks on daily basis to make sure the business is running smoothly and customers receive a high standard of service
• Work on the stock-take, maintaining accuracy

in bound and out bound customer services and sales
To achieve all telephony, sales and quality targets in line with the Customer Specialist Contribution Model, whilst offering service excellence to maximise individual contribution to the business at all times.
Ability to competently interpret and facilitate across the full range of Operations processes covering general policy queries, renewals and adjustments, accounts investigations, complaints handling including sales.
Deliver high standards of product knowledge and service across all brands and products making appropriate referrals to ensure service excellence is maintained in line with the relevant Best Practice Guide.
To answer all additional call groups in a professional manner in line with the relevant Best Practice Guide.
Adherence to esure Operations standards including Sales and conventional Customer Support Services.
Compliance with FCA requirements and underwriting guidelines relating to the sale and maintenance of products.

Main Duties & Responsibilities:

• managing and motivating a team to increase sales and ensure efficiency
• managing stock levels and making key decisions about stock control
• analysing sales figures and forecasting future sales
• analysing and interpreting trends to facilitate planning Merchandising and Stock Distribution
• using information technology to record sales figures, for data analysis and forward planning
• dealing with staffing issues such as interviewing potential staff, conducting appraisals and performance reviews, as well as providing or organising training and development
• ensuring standards for quality, customer service and health and safety are met
• resolving health and safety, legal and security issues
• responding to customer complaints and comments
• organising special promotions, displays and events meetings
• updating colleagues on business performance, new initiatives and other pertinent issues
• touring the sales floor regularly, talking to colleagues and customers and identifying or resolving urgent issues
• maintaining awareness of market trends in the retail industry, understanding forthcoming customer initiatives and monitoring what local competitors are doing
• initiating changes to improve the business, e.g. revising opening hours to ensure the store can compete effectively in the local market
• promoting the organisation locally by liaising with local schools, newspapers and the community
• Supervision of all the checkouts to make sure all the check outs are operating properly and dealing with customers and staff enquiries and to provide on-time support to the staff members
• Ensure that the high standards of service is delivered throughout the business hours
• Provide the exact amount of cash to all the check outs and regular dealing with cash office
• Ensure that on hourly basis the exceeded amount of cash is been taken from all the check outs and safely deliver to cash office via security channels

Main Duties & Responsibilities:

• Achieve high levels of customer satisfaction through excellence in receiving, identifying, dispatching and assuring quality of goods
• Measure and report the effectiveness of warehousing activities and employees performance
• Apply Kaizen Methods & 5s Techniques Organise and maintain inventory and storage area
• Ensure shipments' and inventory transactions' accuracy
• Communicate job expectations and coach employees
• Determine staffing levels and assign workload
• Interface with multiple departments to answer questions or solve problems
• Maintain items record, document necessary information and utilize reports to project warehouse status
• Identify areas of improvement and establish innovative or adjust existing work procedures and practices
• ensure drivers logs are checked off correctly and any discrepancies are investigated immediately and reported to head office
• Confer and coordinate activities with other departments
• Proven warehouse supervisory experience with highly effective management skills and techniques
• Knowledge of warehouse software packages, IBM, DELL and MS Office proficiency
• Strong ability to input, retrieve and analyse data
• Hands-on commitment to getting the job done
• Excellent communication and interpersonal skills; Proven ability to direct and coordinate operations
• Strong organisational and time management skills
• Ensure orders are picked in a timely manner to ensure our luxury customers and our stores receive the product on the right time frame.
• To make sure got full awareness of customer service and deliver with passion and take ownership and care of all stock and orders within the required speed to ensure that the items are dispatched within the right time frame.
• Train and motivate the staff and implement any improvements necessary in the inbound process.