Manager Customer Service

ANDY JAMES

** ********** ***, *******, **** *RW

Home: 012**-***-***, Mobile: 075**-***-***

**********@***.***

A highly motivated OPERATIONS MANAGER with a proven record of achievement in Service Delivery, Project & Contract Management, underpinned by 22 years wide ranging management experience, the last five of which have been in a senior management role. A results orientated individual focused on delivery to the business/customers’ requirements in dynamic and pressurized environments, with the ability to think strategically and generate ideas backed up by substantial analytical skills, ensuring reduction of costs, improvement of service quality and quantifiable business benefits.

An inspiring and motivational leader with a straightforward and collaborative approach and the ability to take clear decisive action, skilled at building effective cross functional teams. A clear communicator with an adaptable and influential style who gains the respect of others and loyalty from their team.

KEY ACHIEVEMENTS

Oversaw a retail cleaning / waste portfolio with a starting turnover of £7m this increased to £10m within two years, increasing the profit margin from 6% to 22%.

Implemented paint shop cleaning processes which reduced the lost time in re-work, saving £250k per year. Totally revamped safe working practices, reducing accidents from 7% over target to 0.5%.

Retained a number of key contracts at OCS that were at risk of termination. Increased contract terms from 3 to 5 years, increasing revenue from £900k to £1.8m.

Successfully project managed the £1m ‘Builders Cleaning Project’, managed the process, day to day operation and successfully ensured that Food court at Merry Hill Shopping Centre.

Completed all ISO 1800-01 /1400-01 accreditations within the Clean Domain business unit, enabling the company to maintain their ISO accreditation.

Oversaw and implemented various stages of pre builders cleans and ad-hoc projects at Westfield Stratford Shopping centre, and identifying areas of additional work and contractual variations hence increasing revenue by £750,000 in 18 months

Managing operations on window cleaning at high profile events, Wembley, Arsenal FC, O2 Ascot and various other locations whilst increasing profit margin from 3% to 12% in 3 months

CAREER HISTORY

2015 – Mitie FM

SENIOR REGIONAL OPERATIONS MANAGER

Managing and Overall accountability for over 400 National and standalone contracts

Full management of all soft services

Full P&L Accountability in the region of £8million

Proactively developing the management team of 7 direct reports

Providing a high level of customer service at all times

H&S and Compliance.

2015 – Carlisle Support Services

CONTRACT MANAGER (Interim)

Managing and Overall accountability for a National Retail portfolio.

Soft services client facing £3million contract.

Proactively developing the management team

Building strong client relationships whilst providing a high level of customer service at all times

2013 - 2014 LCC Support Services

ACCOUNTS MANAGER

Overall accountability for a National Portfolio Blue chip client.

Soft services client facing £4million contract.

Proactively developing and maintaining the highest standards of customer care and building strong client relationships whilst providing a high level of customer service at all times, manage costs and maximize profitability, Directing and monitoring the H&S and Compliance, maintain effective communication at all times, ensuring that all information is shared with relevant staff, clients and

2012 - 2013 ISS Integrated Services

OPERATIONS MANAGER

Managing all soft and hard services, security. building, cleaning HVAC, Civil, landscaping, pest control, PPMs and building works, for a National manufacturing and distribution client, ensuring KPI’S and SLAs achieved through proactive leadership with a revenue of around 2 million

2012 – 2012 Tesco Maintenance

SERVICE DELIVERY MANAGER (Interim)

Overseeing contracts including Intruder Alarms, CCTV, Security, Fleet management, Uniforms, Building contractors, drainage Pest control, Hygiene service and Environmental processes throughout the UK.

2009 – 2012 Clean Domain UK Ltd / Spotless UK

REGIONAL OPERATIONS MANAGER

Oversaw a retail cleaning / waste portfolio with a turnover of £7m and increased the revenue to £10m within two years, by implementing new lean working practices, cutting down wasted hours, utilizing the time more efficiently across the portfolio improving service delivery and increasing the profit margin from 6% to 22%.

Full P&L accountability (£7- £10m) of all contracts within my remit

Establishing a responsive business relationship with customers through client satisfaction monitoring, problem reporting, escalation, resolution and continuous improvement processes, Reviewing safe working practices / Risk Assessment / Method Statements,People Management and Development

2007 – 2009 OCS UK Ltd

REGIONAL MANAGER

Managing a portfolio of Security / Office and Retail cleaning worth between £2m & £3.8m.

Retained a number of key contracts that were at risk of termination. Increased contract terms from 3 to 5 years, increasing revenue from £900k to £1.8m by building close client relationships,

Reviewing working practices and implementing control measures to enhance service delivery. Managed the profitable, efficient and safe operations of contracts within the Region of the South East Division, ensuring all contract specifications were being delivered

1997 – 2007 Premier Manufacturing Support Services

SOFT SERVICES FACILITY MANAGER

Managed facilities / cleaning/ security operations and various other aspects of business on a number of high profile contracts

1985 – 1997 British Army

TROOPER

Various Operational duties

QUALIFICATIONS

NEBS Management

Certification ISO – 9000- 1800-01.

Professional Management Diploma in Managing Teams.

Professional Management Diploma in Managing Information.

Professional Management Diploma in Managing Projects.

CPC (Qualification in Legal & Business sector)

IOSH.

NEBOSH

Close protection

Management Diploma in stable management

IT SKILLS

Proficient in: Microsoft Office XP, Vista, Windows 7, Word 7.0, PowerPoint, Excel

Photoshop Elements 5.0, 6.0, Citrix based systems and various other in-house systems

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