1. CURRICULUM VITAE
An effective and enthusiastic manager with wide ranging experience of sales, marketing, customer service,
business development and office management, gained within a variety of different industries. Key skills
include: exceptional communicator; well-developed administration, organisational and training skills;
experienced at motivating and leading staff; thrives on meeting and exceeding targets; able to maintain a
consistent focus on high-quality service delivery; analytical; and exceptional IT skills.
Address: 8 Bowry Drive, Wraysbury, Staines, Middlesex, TW19 5NL
Mobile No. 07780 605323 Daytime No. 01784 481196
Email: email@example.com Licence: Full, clean, car driving licence
Service Centre Manager, Miko Coffee Limited, Chertsey. Apr 2015−Present day
Manager of the UK Head Office Service Centre, accountable for all staff. Sales and operational responsibility
for engineers repairing and maintaining Miko Coffee machines and equipment.
• Role – Management of multiple teams resulting in the direct management of 15 people and matrix
management of field-based engineers. Maintaining client relationships and establishing new business
through customer contact. Streamlining operations achieving a reduction of 20% in callout costs. Ensuring
Miko meets SLAs for operational support and national logistics. Devising work practices to achieve best
possible service for clients, while maintaining maximum company profitability.
• Achievements – Created department revenue through procedural implementation and proper monitoring.
Reduced first time callout by introducing better checks and parts control. Minimised lost time through
better routing of engineer callouts. Streamlined, Devised and Implemented new and improved operational
procedures (internal and external).
• Management – Overall management of Service Co-ordinators, Parts & Warehouse Co-ordinator and
workshop engineers; Responsible for all internal aspects of the Service Centre in regards to delivery or
technical service to Miko clients; created, implemented and managed staff training programmes both
internal and external; carried out yearly appraisals and 3-monthly reviews with all staff. Key point of
contact with clients including delivery arrangements, installations, record keeping and complaint
resolution. Ensuring Health and Safety obligations were adhered to.
• Clients – Primary point of customer contact working with clients, ensuring all business requirements are
supplied. Involved in pitching for new client supply. Implemented and ran a complaints system for Miko
Techniks to ensure all internal and external complaints were resolved.
• New business – Maximised revenue potential from all customer contact. Creating and converting sales
• Financial aspects – All aspects of financial planning from provision of RFPs, quotes, creation of purchase
orders, invoicing, credit control and debt chasing. Ensured revenue was maximised and all costs
• Technical – Controlled and monitored machine receipt, storage, refurbishment, parts and dispatch, all
aspects of technical assistance to Miko clients (end-to-end); ensured all company KPIs relating to the
Technical Department and Service Centre were met, collated, recorded and then distributed; collaborated
with the Technical Operations Manager to ensure all KPIs are analysed, interpreted and appropriate action
taken to ensure improvement and development; developed and implemented new control systems.
• Training – Implementation of Miko Technical training program for internal and external staff dependant
on individual requirement.
2. EMPLOYMENT HISTORY
Office Manager, TLC Auto-Refinishing Ltd, Feltham Nov 2004−Apr 2015
• Role – Responsible for the office and administration of a busy commercial vehicle refurbishment, building
and repair centre. Over a 10-year period, responsible for developing and instigating company policies and
procedures to ensure efficient control of the business during its expansion and ever changing work ethics.
• Achievements – Business IT and administration development to match business growth from 750k to
2.5m. Building critical relationships with business partners.
• Staff – Responsible for company HR and recruitment, managing staff needs and associated reporting.
• Client – Customer-facing and responsible for account handling
• Financial aspects – Sales and purchasing invoicing, debt collection and finance issues, negotiation with
insurance companies, and payroll.
• New business – Maintaining repeat business.
• General – Responsible for the implementation of all company IT and telecom systems. Contract
negotiations and securing the most appropriate deals. Development of administrative procedures and
processes, facilities development and management.
Sales Development Manager, Hardwood Flooring Supplies Ltd Mar 2002−Nov 2004
• Role – Expanded the company’s direct sales business to developers (HFS Direct) and the management of
the Sales Office. With a brief to develop and increase the levels of pro-active sales activity and account
management. Duties also included the production and development of all management reporting
procedures used by the company.
• Achievements – Developed a telesales diary system for the existing company customer database,
instigated training in telephone and sales skills, initiated national areas of responsibility to mirror field
sales operations, improved internal and external working relationships through communication.
• Staff – Devised internal sales bonus scheme and other sales incentives, implemented new efficient
procedures to improve internal time management.
• Client – Improved client contact, building relationships through account management and outbound
• Finance – Maximised efficiency to improve revenue and profit.
• New business – Researched the National housing and development market.
Business Development, Overbury Plc Jan 2001−Jan 2002
• Role – Responsible for initiating and maintaining relationships with clients, consultants and agents via the
telephone for office refurbishment opportunities. Aim to increase the awareness of the company and
inclusion in project tenders. Role required use of all organisational skills to track projects over a long sales
cycle until the tender documents were completed.
• Achievements – Researched and established a client base in the Crawley and the North London areas,
• Staff – Successfully controlled and organised two Business Development Manager’s diaries, organised
many effective corporate events for the Management and Sales teams, implemented new and efficient
reporting processes, trained new employees in use of the systems.
• Technical - actively involved in the new database design.
Customer Sales Manager, British Gas Oct 1996−Dec 2000
• Role – Personal account manager for large industrial and commercial gas supply contract customers. A
telephone-based role managing a portfolio of customers to ensure the smooth running of their accounts
and to ensure the renewal of these contracts upon their expiry.
• Achievements - Rapidly promoted from ‘temp’ to management position, developed new administration
procedures to free up more selling time and improved team performance, improved office efficiency by
introducing a new centralised filing system for the team.
• Management – Successfully managed customer portfolio and trained new starters during office relocation
without effecting performance or quality.
• Training – Completed a three-day advanced sales training course and internal telesales training academy
3. Water Ski Manager, Princes Club Apr 1991−Oct 1996
• Role – Responsible for all aspects of managing the water-ski section of this private members sports club.
• Financial aspects – Constantly achieved monthly profit forecast by competent management of weekly and
monthly accounts within budgetary constraints, increased profit by 21% via re-organisation of skiing
• General – Effectively managed and maintained the lakes and boats to competition standard, organised and
developed the running of national and international competitions
A-Levels Design & Technology, Strodes College, Egham
O-Levels Mathmatics, English, Geography, History, Physics, Art (2d), Design & Technology, Matthew
Arnold Secondary School, Staines.
Training courses completed: Level 3 Waterski Instructor, SBDA Driving Instructor.
• Writing skills: Creation of day-to-day reports for company employees, senior management and clients
where applicable, presentation and preparation.
• Oral skills: Presentations to existing clients and in client pitches to generate new business; key point of
contact at stand shows and to the general public.
• Computer skills: Good knowledge of Windows, Microsoft Office (including Word, PowerPoint and
Excel), Adobe Acrobat and reader. CRM systems.
INTERESTS AND ACHIEVEMENTS
• I am an enthusiastic sportsman, with a keen interest in cycling, water skiing and snow skiing.
• Top International Tournament Water Ski Boat Driver.
• I have represented the UK at many International Water Ski Tournaments as Chief Driver, including 4 World
• Previously head of all UK Tournament Water Ski Boat Drivers. Developing, Training, Examining, Mentoring.
REFERENCES Available on request