kathryn thomas

* My real purpose in this role was to develop, manage and support the sales team in delivering against target with clear business plans demonstrating actions to achieve those goals. My secondary focus was about maximising sales, customer satisfaction and profitability. I was able to positively contribute by; * ● Delivering sales growth of over 7% * ● Meet and exceed all personal and team KPI’s * ● Consistently achieving ‘Top 3’ sales results amongst the 63 stores for various category sales * ● Initiating and executing successful marketing and promotional programs * ● Developing and implementing plans for future stream management succession * ● Leading cross-training development activities that created a pool of diversely experienced staff

This was very much a leadership role where primary deliverables centred on supporting, coaching and developing team members in achieving and delivering consistent best practice customer service. Analysis of customer issues and identification of causes was also an important focus where eliminating causes of unsatisfactory customer service was achieved. Some highlights included; ● Recording above target mystery shopper KPI outcomes across the store ● Leveraging insights from customer feedback and complaints and using real events in training ● Reducing formally registered complaint incidents by an average of 7%

In this role I had hands-on shop-floor accountability for leading customer service teams in day-to-day store operations and ensuring customer engagement by team members focussed on providing informed advice and delivering excellent customer experiences. My success was measured by; ● A record number of positive customer acknowledgment of service levels ● Managing and resolving customer issues in line with procedures and minimisation of escalation ● Advocating and championing an outstanding customer service culture

Working in and operating a family business centred on poultry farming exposed me to a broad range of functional accountabilities, pressures and rewards. My role was titled Operations Manager and it probably should have been labelled 'Manager - Anything & Everything'. I led, negotiated, contracted, developed, administered, sold, marketed, reported and liaised! Some highlights included; ● Establishment of a productive B2B channel that drove sales growth of more than 35% ● The introduction of formal contracts and compliance ● Implementation of a structured marketing campaign that built brand value and identity ● Introduction of formal safety systems, procedures and work method statements

Whilst I had a couple of different roles working for the UK national health service this period enabled me to develop exceptional people skills - I had to; ● Deal with a multitude of people across the organisation to drive positive patient outcomes ● Assist patients navigate their way through the complexities of the health service ● Find solutions and solve problems so that patients could reasonably access services ● Prepare reports, write briefings and present issues to the Trust Board During this tenure I was able to initiate and implement improvements that resulted in expeditious treatment, lead and develop over 100 volunteer advice and service providers whilst substantially lowering client complaints through improved service behaviours, systems and operator knowledge.

Whilst this experience was some time back it did provide an excellent foundation in office management, people leadership and development and the more formal performance management systems pioneered in the UK workforce.

* This role is all-encompassing and thoroughly enjoyable and challenging. My key focus areas included; * ● Efficient management of inventory flow, stock handling and human resource rostering * ● Leadership, development and performance management of over 60 personnel * ● Maximising sales opportunities and growing store revenue * ● Creating great customer experiences and building customer loyalty and purchasing habits * ● Control of variable costs and achievement of reduction and profit targets * My core success in this role has been delivered through a 10% sales achievement over budget and a 5% reduction in annual labour costs.