Amie Gillham
Dorchester,Dorset
Summary
Results driven professional who has a strong background in working with customers and delivering results. Demonstrate excellent time management along and supporting the development of others as a manager of people for 11 years. Naturally a pro active leader who likes to problem solve and has ideas to fundraise.
Empathetic leader who has dealt with many personal stories with people from all ages and particularly those with pregnancy and infertility loss.
With background in food retail the environment was fast paced and no two days were ever the same. In both Waitrose and 18 Week support KPIs and targets have been met through driving customer satisfaction. A strength is building relationships and rapport with people and ensuring they are supported from beginning to end.
Ready to make a substantial impact at Tommys in this role and support people who have been on a journey and ready to take on a new journey with the LLHM.
Overview
11
11
years of professional experience
21
21
years of post-secondary education
Work History
Service Delivery Manager
18 Week Support
London, London
01.2023 - Current
- Build strong relationships with clients and key decision makers at hospital trusts.
- Ensure the successful delivery of all contracts week to week and performance targets are met.
- Make sure the signed value of the contract is met operating as a strategic partner to the customer.
- Manage the delivery team of 4 people making sure they are fulfilling the contract, customer needs and managing any patient/ customer feedback appropriately.
- Regular conversations with customers when contracts were coming to an end about extensions.
Team manager
Waitrose & Partners
Salisbury, Wiltshire
07.2019 - 01.2023
- Working across many departments in the branch - ecommerce, customer service and partner operations. Salisbury branch was one of the largest in the business and operated on 11,000 hours.
- Managed a pay budget of the branch delivering £1.1 million in sales a week.
- Managed and mentored a team of 30 partners to deliver exceptional service.
- Maintained up to date knowledge and best practices in food safety, data protection and recruitment policies.
- Successfully implemented a change in culture through a new scheduling tool. Engaging peers and line reports to deliver the change through others.
- Maximised customer engaged and satisfaction by delivering excellent customer service through analysis.
- Managed waste effectively in the largest hospitality cafe in the business.
Team Manager
Waitrose & Partners
Dorchester , Dorset
09.2017 - 07.2019
- Leading the way with partner lifecycle and managing performance. Setting realistic objectives for partners to deliver.
- Challenging, critiquing and improving existing working practices within the branch in particular with the online service and stock management. Effectively challenging peers and managing upwards.
- Great understanding of the disciplinary & grievance processes leading to coaching other members of the management team.
Team manager
Waitrose & Partners
Bridport, Dorset
09.2016 - 09.2017
- Managing under performance of assistant team manager through weekly meetings to discuss progress on projects, deadlines, objectives and concerns.
- Prioritised workload effectively, resulting in timely completion of tasks which meant I could increase the capacity of the ecommerce service resulting in more sales for the branch.
- Streamlined operations, leading to increased team performance in stock management.
Assistant team manager
Waitrose & Partners
Dorchester, Dorset
02.2014 - 09.2016
- Achieved operational efficiency with proper delegation of tasks online delivery service; which included ensuring drivers were held accountable and upskilling of partner so they were more adaptable around the section.
- Handled administrative duties whilst managing routine tasks effectively and learning about the legal paperwork of the deliver service.
- Managed workflow of the shopfloor when the floor manager for optimum productivity.
- Supported Team Manager in decision-making processes for better results and successfully managing the workload in the absence of another assistant manager for 6 months.
Education
Bachelor of Science - Sport & Physical Education
Cardiff Metropolitan University
Cardiff 09.2010 - 06.2013
GCSEs - English Literature
Thomas Hardye School
Dorchester 09.2005 - 06.2007
GCSEs - English Language
Thomas Hardye School
Dorchester 09.2005 - 06.2007
GCSEs - Maths
Thomas Hardye School
Dorchester 06.2005 - 09.2007
GCSEs - Physical Education
Thomas Hardye School
Dorchester 06.2005 - 09.2007
GCSEs - Double Science
Thomas Hardye School
Dorchester 09.2005 - 06.2007
GCSEs - Double award ICT
Thomas Hardye School
Dorchester 09.2005 - 06.2007
A-Levels - Physical Education
Thomas Hardye School
Dorchester 09.2007 - 06.2009
A-Levels - History
Thomas Hardye School
Dorchester 09.2007 - 06.2009
A-Levels - Applied Sciences
Thomas Hardye School
Dorchester 09.2007 - 06.2009
A-Levels - General Studies
Thomas Hardye School
Dorchester 09.2007 - 06.2009
Skills
- Results-Driven mindset
- Development of operational procedures
- Customer negotiation
- IT Skills - Microsoft office - word, excel, powerpoint and outlook
- Service-Oriented approach
- Decisive decision-making
- Proactive leadership
- Relationship Management
- Service delivery planning
- Resource scheduling
- KPI tracking
- Customer feedback analysis
- Customer relationship management
- Product knowledge
Affiliations
- Keeping fit and active - from running to HIIT workouts
Timeline
Service Delivery Manager
18 Week Support
01.2023 - Current
Team manager
Waitrose & Partners
07.2019 - 01.2023
Team Manager
Waitrose & Partners
09.2017 - 07.2019
Team manager
Waitrose & Partners
09.2016 - 09.2017
Assistant team manager
Waitrose & Partners
02.2014 - 09.2016
Bachelor of Science - Sport & Physical Education
Cardiff Metropolitan University
09.2010 - 06.2013
A-Levels - Physical Education
Thomas Hardye School
09.2007 - 06.2009
A-Levels - History
Thomas Hardye School
09.2007 - 06.2009
A-Levels - Applied Sciences
Thomas Hardye School
09.2007 - 06.2009
A-Levels - General Studies
Thomas Hardye School
09.2007 - 06.2009
GCSEs - English Literature
Thomas Hardye School
09.2005 - 06.2007
GCSEs - English Language
Thomas Hardye School
09.2005 - 06.2007
GCSEs - Double Science
Thomas Hardye School
09.2005 - 06.2007
GCSEs - Double award ICT
Thomas Hardye School
09.2005 - 06.2007
GCSEs - Maths
Thomas Hardye School
06.2005 - 09.2007
GCSEs - Physical Education
Thomas Hardye School
06.2005 - 09.2007
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