Andrew McGovern
Coatbridge
Summary
Accomplished professional with extensive experience in production management, customer service, and operational control. Proven track record in leading teams to achieve high productivity and quality standards while ensuring compliance with health and safety regulations. Demonstrated expertise in customer relationship management, driving revenue growth and enhancing service delivery across various industries. Skilled in strategic planning, process improvement, and risk management, with a focus on cost reduction and budgeting. Adept at managing transport logistics and scheduling efficiency to maximise fleet performance. Career goal: to leverage comprehensive skills in a senior leadership role to drive operational excellence and business growth.
Overview
29
29
years of professional experience
Work History
Skip Route Planner
Dow Group & Henry Waste
04.2020 - Current
- Managing and coordinating the daily transport operations for skip movements and waste collections.
- Scheduling vehicles and drivers to ensure efficient and timely service delivery.
- Handling customer enquiries, bookings, and operational requests.
- Overseeing the smooth running of the office and daily business activities.
- Monitoring and managing transport logistics to maximise fleet efficiency.
- Liaising with drivers, customers, suppliers, and site personnel.
- Ensuring all paperwork, records, and operational systems are maintained accurately.
- Managing and prioritising workloads in a busy operational environment.
- Assisting with compliance and operational procedures within the waste industry.
- Supporting management with operational planning and service improvements.
Customer Service Manager
City Blinds & Shutters
Glasgow
10.2019 - 03.2020
- Quickly re-established customer rapport, interest and retention to drive additional revenue streams.
- Drove exemplary customer service standards across all operations.
- Managed, developed and trained teams to provide attentive customer service.
- Deputised for General Manager during absence.
- Managed, investigated and mitigated numerous customer complaints and claims through detailed case analysis, achieving customer satisfaction and retainment.
- Built exceptional customer relations through driving 'active listening' approach across all teams, building customer loyalty and referral numbers.
- Managed, trained and developed customer service teams to ensure bespoke service delivery in line with customer needs.
- Created and delivered team training on soft skills, customer communications and interaction.
- Allocated teams, creating team rota's in line with operational needs.
- Conducted continual customer service and process analysis to identify risks and create action plans to enhance customer service procedures.
- Created and presented daily, weekly and monthly reports for Senior stakeholders.
- Continually analysed customer service department operational performance in line with set targets, adjusting forecasts or procedures to meet company goals.
- Personally delivered customer service, understanding exact customer needs to promote relevant product and services to achieve KPI targets.
- Supplier of Blinds & Shutters to Commercial & Private Customers across Scotland
Sales & Service Manager
The Green Group
Glasgow
12.2017 - 08.2019
- Led full control of customer service management including sales, service and after sales delivery.
- Oversaw the implementation of customer service and sales strategies to deliver exceptional service to high profitability levels.
- Ensured full production levels were met while simultaneously performing H&S, quality and inventory management within operating budget levels.
- Built exceptional customer relationships to maintain and retain new / existing custom.
- Developed an increased customer base through exceptional customer management.
- Spearheaded sales strategies to attract, engage and secure new customers within a highly competitive market, achieving £900K+ additional revenue within FY 18 / 19.
- Retained and recaptured lost customers through attentive after sales management.
- Identified by management for exemplary customer service abilities.
- Managed customer escalations and complaints, using tact and diplomacy to resolve.
- Analysed feedback to troubleshoot complex sales and service issues, implementing effective processes to minimise future complaint risks.
- Drove highest standards of health & Safety across operational control.
- Professional Laundry & Linen Services Group Across Central Scotland
Production Manager
Berendsen
Glasgow / Grangemouth / Durham
09.2011 - 12.2017
- Promoted from initial interim position, due to exceptional production and staff management.
- Led end to end production management to ensure orders were shipped to agreed SLA's and KPI's, managing a team of up to 65 direct reports.
- Championed quality initiatives, driving quality control and productivity.
- Planned and executed production strategies to ensure manpower planning, training, inter departmental communication and problem mitigation achieved profitability / efficiency targets.
- Spearheaded Health & Safety programmes to drive increased safety awareness.
- Analysed, identified and formed new effective quality management processes, increasing productivity, quality standards and cost reductions.
- Maintained daily operational control between productivity and shipments, implementing process control parameters to ensure effective production delivery.
- Continually analysed production processes, ensuring these were documented and followed.
- Strategically planned and led resource teams to meet aggressive production targets.
- Led, coached and inspired teams to deliver excellence, handling HR issues effectively.
- Created and documented staff training on new production procedures and work instructions.
- Effectively communicated daily production schedules across teams, achieving respected leadership feedback from Grangemouth workforce for effective team management style.
Production Manager
Cannon Textile Care
06.2006 - 09.2011
- Led production control and delivery to ensure targets were met.
- Drove quality control across all production departments, ensuring minimal costs yet maximum quality standards.
- Managed team, ensuring H&S regulations were implemented.
- Managed production schedule to ensure products produced to deadlines.
- Implemented H&S across site, ensuring safety regulations were followed.
- Estimated costs and set quality standards, controlling CCPs.
- Led, coached and developed team to ensure optimal team performance, creating individual development plans to ensure continual development / promotion.
- Escalated H&S and quality issues, mitigating issues promptly through effective remediation plans.
- Conceived and maintained production reports and HR records with high accuracy levels.
Shift Leader
SEH Europe
Livingston
06.1997 - 06.2006
Education
O Grades -
Saint Ambrose High School
Coatbridge01.1986
Skills
- Production Management
- Quality Control
- Customer Service Management
- Escalation Mitigation
- Sales Management
- Operational Control
- Health & Safety Implementation
- Quality Inspection
- Manufacturing Management
- Production Procedures
- Process Analysis
- Process Improvement
- Risk Management
- Negotiation
- Cost Reduction & Budgeting
- Strategic Planning
Custom Section
- Re-established customer loyalty and revenue streams at City Blinds & Shutters
- Reduced lost workdays and recordable incidents to agreed KPI's through implementation of a safety awareness programme at The Green Group & Berendsen
- Built additional sales revenue of £900k+ at The Green Group through effective customer service management and reclaiming of lost custom, with no previous sales experience
- Praised by Management for exceptional performance across all employment
- Deputised for General Manager during all absence at City Blinds & Shutters and The Green Group
- Led full project management of transition from old to new £8M purpose-built laundry with Berendsen, Durham
- Successfully led, inspired and managed a team of 65 direct reports within 1 year at Berendsen, Durham and Glasgow sites
References
Professional and personal references are available on request.
Timeline
Skip Route Planner
Dow Group & Henry Waste
04.2020 - Current
Customer Service Manager
City Blinds & Shutters
10.2019 - 03.2020
Sales & Service Manager
The Green Group
12.2017 - 08.2019
Production Manager
Berendsen
09.2011 - 12.2017
Production Manager
Cannon Textile Care
06.2006 - 09.2011
Shift Leader
SEH Europe
06.1997 - 06.2006
O Grades -
Saint Ambrose High School