Amanda Prince CMgr MCMI
Brentwood,Essex
Summary
My career to date has been very successful. I have a solid background in managing high profile large accounts and successful teams in order to meet the demands of any client base, with strong emphasis on customer care, driving business culture and ensuring exceptional service delivery. I have a strong financial and commercial awareness, taking full accountability and proactively managing multi million pound budgets to ensure targets are met. I have a warm and friendly personality with excellent interpersonal, marketing and administrative skills. As a positive achiever who enjoys a real challenge, I thrive on the satisfaction of doing my job very well. I am highly objective, able to set goals, deliver high standards accurately and to meet tight deadlines under pressure. My performance consistently exceeds sales goals and client expectations - hence expanding business growth and revenue. This has led to first-hand experience in handling key multinational seven figure accounts, liaising with clients and key stakeholders at the highest level and leading large teams to achieve any criteria demanded by the client and improving my client's business. I'm an experienced Account Manager with over 30 years of experience in enhancing customer/client/colleague experience and have an excellent reputation for resolving problems and improving client satisfaction. I have a strong focus on innovation and strategy to enhance the client experience and service delivery. I am proud to have been awarded the Manager of the Year Award by Mitie. In all of my previous professional roles I have improved productivity within my sector and vastly increased the level of service - in particular guest and colleague experience provided to our client. Dedicated to fostering exceptional customer experiences through excellent communication and problem-solving abilities. Proficient in managing teams and enhancing service delivery. Ready to drive impactful results.
Overview
32
32
years of professional experience
2
2
years of post-secondary education
Work history
Account Manager
Williams Lea
London
2025.09 - Current
- Communicating a vision for how to best serve the client(s) across multiple service lines and empowering the team to bring this vision to life
- Developing client relationships and partnerships to ensure a high level of customer satisfaction
- Executing service delivery to the highest standard through SOPs, account planning, and achieving agreed upon metrics and goals to ensure client satisfaction and exceptional employee performance
- Driving operational excellence through SOPs, account planning, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance
- Responsible for interviewing and hiring; onboarding and induction; on-the-job training, cross-training; professional learning, development and growth; talent management; succession planning; off boarding management
- Managing a team of 24 people across 5 service lines
- Ensuring compliance with SLAs and expected quality of work
- Regular communication with employees - both 1:1s and team meetings
- Budget planning
- Invoicing
- Reviewing monthly P&L
- Creating and presenting monthly Board Reports to the client, as well as Quarterly and Annual Business Reviews
- Identifying Opportunities for account growth, new services and providing resolutions to client challenges
- Supporting additional Williams Lea accounts and the wider team as needed
Workplace Experience Manager
Mitie Services for Legal & General
London, Hove and Cardiff
2025.01 - 2025.09
- Responsible for creating and maintaining an engaging, productive, and welcoming workplace environment.
- Creating memorable moments in the workplace
- Blending facilities management, hospitality, and employee experience, ensuring the physical and cultural workplace supports employee well-being, collaboration, and company goal
- Leading and implementing workplace strategies that enhance employee engagement, comfort, and productivity
- Overseeing day-to-day office operations and managing soft services - workplace hosts, guest services, concierge, security.
- Primary point of contact for all workplace related services.
- Plan and execute internal events, wellness programs and team-building initiatives
- Monitoring office usage trends to inform space planning and hybrid work strategies
- Ensuring the workplace reflects company values, branding, and culture
- Driving continuous improvement
- Managing budget, invoices, financial forecasts, payroll
- People management, HR, recruitment
- SME in training, team development and succession planning
- Creating one team ethic through cross-training to deliver seamless delivery across multiple service lines
- Elevating customer service and client service delivery
- Innovation and problem solving
Account Manager - Mitie Services for Salesforce
Mitie/Signature
London
2022.03 - 2025.01
- Accountable for driving business culture and ensuring exceptional service delivery across multiple workplace services - including Facilities Assistants, Mailroom, Cleaning, Porters, Snack Program, Meeting Room and Event Services, Interior Plant Maintenance, and client support.
- Developing an excellent working partnership with client key stakeholders.
- Producing, maintaining and managing a muli million pound budget to ensure service delivery and customer and client requirements are met and goals exceeded.
- Financial performance management.
- Manage the process of revenue and spend analysis and invoice management.
- Accountable for managing a team of heads of departments across multiple service lines, overall 90 employees.
- Experience identifying talent and creating succession plans.
- Developing playbooks for each service line.
- Providing and designing training plans to enhance services and widen the skill set of my team - therefore providing a value added service to our client.
- Mentorship of department heads, developing their careers as well as ensuring world class service is always delivered.
- Creating KPIs to measure the success in delivering world class service and always aiming to exceed client's expectations. Ensuring that KPI audits are conducted to continuously improve the customer experience.
Liaising on behalf of my client with suppliers. - Subject matter expert in delivering workplace services.
- Improving colleague experience.
- Innovation.
- Adapting to an ever changing environment and new ways of working as our client's needs evolve.
- Delivering high level of service to our client to maintain and extend relationships for future business opportunities.
- Handling customer concerns and complaints to resolve issues and build loyalty.
- Implementing strategic account plans to foster growth.
National Account Manager - LLoyds Bank
Mitie/Signature
London & Edinburgh
2018.06 - 2022.03
- Managing a team of 50 people over multiple service lines including Front of House, Events Team, AV Team and Chauffeurs
- Delivering world class service to the client at the highest level including the chief executives of the client
- Understanding the client's business and vision and adapting my team accordingly to ensure we deliver
- Accountable for driving business culture and ensuring exceptional service delivery
- Expert in my field by understanding best practice within my industry
- Driving innovation to support new ways of hybrid working and to enhance service delivery
- Being adaptable to an ever changing work environment
- Driving Strategic planning and growth
- Focus on Business Development and supporting initiatives and projects that drive standards to expand business growth and revenue
- Fully accountable for pro-actively producing, maintaining and managing the budget, ensuring all targets are met in accordance to requirements of contact, service delivery and customer and client requirements
- Overseeing and analysing budget and exceeding targets
- Invoice management
- Developing business opportunities within the business
- Liaising with key stakeholders at the highest level
- Evolving traditional FOH to workplace concierge experience
- Enhancing guest and colleague journey
- Working closely with Group Property, Future Workplace and Mitie to develop new ways of working and future strategies
- Liaising with multiple service lines and project managers to deliver an excellent service collectively to our client
- Designing and delivering the very best training for my team to ensure seamless service delivery and the highest quality of team members
- Designing and adapting Standard Operating Procedures and Assignment Instructions
- Guaranteeing all QHSE documents are compliant, ensuring client and employee well-being
- Responsible for ensuring full compliance of processes and policies, as well as ensuring that KPI audits are conducted to measure and continuously improve the customer experience and meet our contractual terms.
Site Manager
Mitie Security
TSB - 20 Gresham Street, London, UK
2017.07 - 2018.06
- Managing a team of security officers and receptionists
- Providing Facilities Management support to TSB Facilities Management Team
- Understanding the client, their requirements and striving to ensure the on site team not only meet these needs to aim to exceed them
- Monitoring staff performance to ensure we are in line with company policy and client requirements
- Development, coaching and continuing to enhance the skills of my team - encouraging the team to be the "best" they can be
- Initiating new procedures and processes to improve how we deliver services efficiently to the client and work efficiently as a solid team
- Managing and organising the schedules and coordinating with the team to ensure all shifts, overtime etc. are covered by trained and competent staff
Fitness Instructor
GoodLife Fitness
Pitt Meadows, British Columbia, Canada
2011.03 - 2017.02
- Partnered successfully with members and gym associatesto produce extremely successful fitness classes, which became the busiest and the most successful in the gyms I taught at.
- Designed special event classes and mixes to successfully promote and increase membership for GoodLife Fitness.
- Can Fit Pro: Fitness Instructor Specialist
- Can Fit Pro: Personal Training Specialist
- Les Mills Advanced Instructor (AIM1): RPM, BODYPUMP
- Les Mills Instructor: BODYATTACK
Area Manager - Reception Service
G4S Security Services (UK)
London, UK
2005.11 - 2007.07
- Maximising customer service through innovation
- Continually striving to enhance service delivery by proactively seeking opportunities to add value to the contract
- Effective delegation of tasks, setting team and individual objectives, monitoring performance
- Recruiting and developing staff, identifying potential for progression
- Dealing effectively with poor performance by using coaching, counseling and disciplinary procedures
- The continual review of site processes, procedures and documentation
- Ensuring compliance with the law, company and industry standards
- Reducing staff turnover while maximising business development
- Managing the internal helpline call centre
- Building relationships with both internal and external customers
- Managing a team of receptionists throughout the UK, ensuring that all contractual cover is supplied to all sites using trained and competent staff
- Meeting and greeting customers' clients, in particular VIP guests
- Anticipating and resolving problems within a busy environment
Shipping Operations Manager
Komrowski Befrachtungskontor KG GmbH & Co.
Hamburg, Germany
2003.01 - 2005.05
- Principal contact for Komrowski's largest account European Metal Recycling (EMR) Ltd., the largest shippers of steel scrap in Europe
- Managing and overseeing the operation of all vessels chartered by their largest account, EMR
- Compiling charter parties, voyage calculations, voyage schedules, laytime calculations, authorizing hire payments and managing the finances for every voyage and vessel chartered through Komrowski
- Training and supervising staff within the Operations Department
- Coordinating relationships with port agents, bunker agents, vessel owners and various departments within both Komrowski and EMR
Courier Manager
Associated Newspapers
London, UK
1999.07 - 2002.10
- Responsible for running the entire Courier Department and managing the courier company who were awarded the contract for our courier work
- Planning, organising, directing and controlling the activities and operations of courier services
- Coordinating the duties of staff members
- Managing the accurate and expedient movement of packages
- Reviewing effectiveness of assigned operations and implementing changes as necessary
- Supervision, coordination, motivation, training, interviewing and recruitment of all on-site staff within the Courier Department
- Preparing and submitting budget estimates and administrating the expenditures of courier operations
Account Manager
Speed Couriers Ltd.
London, UK
1994.06 - 1999.06
- Managing Speed Couriers largest account and largest and busiest London branch. Received an award for running the most efficient and productive Speed Couriers Office
- Training, recruiting, coordinating and supervising the entire courier team working on this account
- Reviewing effectiveness of assigned operations and implementing changes as necessary
- In addition, was one of four people chosen to work on a project to promote and design new courier computer software which was presented at an international Courier conference in Arizona, USA in 1999 with very successful results
Education
Level 5 Leadership and Operations Management -
Chartered Management Institute
2021.03 - 2023.07
Bachelor of Science - Mathematics - Upper Second Class Honours
University of London (Queen Mary and Westfield College)
London, UK1993
Skills
- Chartered Management Institute - Level 5 Operational Manager Future Leaders Apprenticeship - Distinction
- Management, Leadership and Project Management skills
- Strategic Planning from concept to delivery for both short and long term goals
- Expert knowledge in innovation, best practice, developing and showcasing new ways of working
- Building and managing relationships with key stakeholders
- Able to quickly build good rapport between client and key stakeholders
- Liaising with multiple service lines and teams - such as Future Workplace, FM/Engineering Teams, Project Managers, Procurement Teams
- Accountable for service delivery and budget management
- Financially and commercially aware
- Driving business successfully to achieve goals
- Proven team player - ability to integrate as part of a team as well as lead a strong team
- Passionate about customer service - proactive, organised, meticulous and driven
- Tactful and diplomatic
- Excellent written and verbal communication, man-management and team working skills
- Self motivation and ability to motivate others
- Customer relations and service delivery
- Expertise in enhancing customer and colleague experience
- Client account management
- Drive to perform under pressure, meet deadlines and exceed expectations
- Managing large, multinational seven figure accounts
- Excellent interpersonal, marketing and administrative skills
- Performance consistently exceeds sales goals and customer service expectations, therefore growing client relationships
- Understanding client and business requirements
- Using data analysis and insight to plan and support return to office, hybrid working strategies and future workplace strategies
- Interviewing, recruitment and team development
- Identifying talent and creating succession plans
- Ability to work in an agile manner and adapt to an ever changing environment
Additional Information
First class references are available upon request
Timeline
Account Manager
Williams Lea
2025.09 - Current
Workplace Experience Manager
Mitie Services for Legal & General
2025.01 - 2025.09
Account Manager - Mitie Services for Salesforce
Mitie/Signature
2022.03 - 2025.01
Level 5 Leadership and Operations Management -
Chartered Management Institute
2021.03 - 2023.07
National Account Manager - LLoyds Bank
Mitie/Signature
2018.06 - 2022.03
Site Manager
Mitie Security
2017.07 - 2018.06
Fitness Instructor
GoodLife Fitness
2011.03 - 2017.02
Area Manager - Reception Service
G4S Security Services (UK)
2005.11 - 2007.07
Shipping Operations Manager
Komrowski Befrachtungskontor KG GmbH & Co.
2003.01 - 2005.05
Courier Manager
Associated Newspapers
1999.07 - 2002.10
Account Manager
Speed Couriers Ltd.
1994.06 - 1999.06
Bachelor of Science - Mathematics - Upper Second Class Honours
University of London (Queen Mary and Westfield College)