Rachel P.

WORK HISTORY

EDUCATION

ABOUT RACHEL P.

For the past 3 years I have enjoyed a hybrid role responsible for delivering 2 jobs – Divisional Operations Manager responsible for 10 Area Operational Managers and 150 staff across Northern England, Scotland and Northern Ireland c. 1500 sites and Key Account Manager for Sainsbury’s managing budgets and contracts and all car park management needs for c. 750 of their stores. As the Divisional Operations Manager I provide day to day operational management support to my team with problem solving for a plethora of dynamic situations making decisions liaising with stakeholders. I present to the Board of Directors on a weekly basis the concerns for the department and provide solutions and workarounds to these. I meet with all of my managers every four weeks to review their areas having developed a monthly Area Review form to achieve effectiveness against targets. This is an opportunity for me to listen to my team and focus on mentoring and coaching them looking at their development and working with them to achieve results. I regularly review processes and introduce policies and procedures to support the business direction and deliver excellent customer service, ensuring customer care is at the heart of every single contact with clients. I ensure operational excellence to minimise operating costs, complaints and errors. I deal promptly and efficiently with any customer service issue and minimise customer dissatisfaction. I complete training needs analysis and identify and manage personal developmental needs in order to performance manage poor performance and increase productivity. I have autonomy in my role but also work with the Divisional Manager in the South to ensure a healthy, safe and secure working environment ensuring compliance across the business. As a highly competent and customer focussed Key Account Manager, I have successfully enhanced customer experience, success and retention as well as effective account growth through proactive account management, strategic planning and continuous improvement. Post the tender win of the Sainsbury’s account I individually engineered and project managed the transition of 550 sites successfully and efficiently. This was across a plethora of site management types which involved exceptional organisation, self learning and process implementation with a tight deadline which was achieved. The successful management of the account has resulted in an extension of the contract rather than going to tender again. I am involved in business strategy and planning as part of my senior management role.