Andrew Smith
HERTFORD
Summary
A results-driven professional with expertise in service level agreement management and proactive leadership, demonstrating resilience under pressure. Skilled in bespoke software experience and relationship management, consistently achieving service improvement strategies through effective KPI utilisation. Committed to advancing career goals by leveraging a strong foundation in strategic planning and execution.
Overview
24
24
years of professional experience
1
1
Certification
Work history
Regional Retail Service Manager
Gist Ltd
2023.05 - Current
- Supported services for approximately 100 stores in south & central M&S division.
- Assisted with communication to align store profiles and planning centre requirements.
- Facilitated training sessions for colleagues to improve service delivery and enhance safety standards in stores.
- Planned service delivery during peak periods to uphold high standards.
- Established relationships with M&S regional managers through regular monthly meetings to discuss service metrics.
- Managed communication regarding requirements for store closures and openings.
- Hosted meetings with M&S store managers to address safety issues and complaints.
- Organised and presented team days for peers to ensure active engagement and contribution.
- Ensured business objectives met through strategic planning.
- Navigated complex issues to provide apt solutions.
Customer service manager
Gist Ltd
Enfield
2019.08 - 2023.05
- Supported customer service delivery across 171 M&S stores within Greater London and surrounding counties
- Assisted in managing customer relationships to promote service accuracy and enhance client satisfaction.
- Monitored site budgets, KPIs, and service improvement initiatives.
- Conducted cost reviews on a weekly and monthly basis alongside operational and financial performance analysis.
- Aided in designing and implementing customer service training processes to improve service standards.
- Led site inductions for customers and suppliers.
- Acted as lead manager for incident management and accident investigations.
- Conducted disciplinary investigations and supported employee relations processes.
- Provided senior weekend on-call management for emergency site issues.
Transport Shift Manager
Gist Ltd
Enfield
2016.05 - 2019.08
- Coordinated fleet maintenance tasks, minimising vehicle downtime.
- Assessed route plans, identifying opportunities for increased efficiency.
- Oversaw inventory control, reducing waste and optimising resources use.
- Conducted regular performance reviews to identify areas for improvement.
- Organised team meetings for improved morale and productivity.
- Coordinated shift handovers to ensure seamless operations.
- Ensured punctuality of deliveries with stringent time management practices.
- Collaborated with other departmental managers to synchronise transportation activities effectively.
- Managed staff rosters ensuring optimal coverage during peak times.
- Facilitated on-the-job training sessions for new hires, ensuring they quickly became productive members of the team.
- Participated in recruitment, selection and induction of new drivers.
- Strategically planned delivery runs and routes to maximise available resources.
- Assisted with employee relations issues, addressing disciplinaries, grievances and absences.
Operations manager
TLO Ltd
Enfield
2015.02 - 2016.05
- Developed risk mitigation strategies, ensured business continuity during crises.
- Reduced overhead costs through efficient resource allocation and budget management.
- Created a collaborative work environment for positive team dynamics.
- Optimised workflow procedures with strategic planning and team coordination.
- Fostered strong relationships with key stakeholders for optimal cooperation.
- Established effective communication channels; facilitated seamless information exchange.
- Supervised loading operations ensuring adherence to cargo handling standards.
- Coordinated staff training sessions, increased team proficiency.
- Conducted regular vehicle inspections to maintain roadworthiness standards.
- Liaised with drivers and dispatchers for efficient task coordination.
- Managed and coordinated fleet maintenance for improved vehicle performance.
Transport supervisor
City Link
Edmonton, Haringey
2008.02 - 2015.01
- Streamlined loading processes, maximised operational efficiency.
- Implemented safety protocols, improved overall workplace security.
- Coordinated driver rosters for balanced workload distribution.
- Developed contingency plans to mitigate potential disruptions.
- Scheduled routine vehicle maintenance, prolonged fleet lifespan.
- Liaised between drivers and management, fostered better work environment.
- Delivered consistent results by fostering a high-performance culture.
- Tracked delivery progress, ensured prompt service provision.
- Ensured timely deliveries by coordinating efficient transport schedules.
- Resolved disputes smoothly, promoted harmonious work relationships.
- Used automatic tracking systems to keep computer system updated with goods movements and proactively place new orders at optimal times.
Driver
City Link
Hoddesdon, Hertfordshire
2002.01 - 2008.01
- Demonstrated professionalism when dealing with clients, fostered positive relationships.
- Improved fuel efficiency by adopting eco-friendly driving habits.
- Ensured prompt delivery of parcels by utilising effective navigation skills.
- Adhered strictly to traffic laws, reduced risk of accidents.
- Communicated effectively with customers to confirm deliveries.
- Followed route schedules, improved punctuality.
- Performed daily vehicle inspections to ensure safety.
- Kept accurate records of all deliveries made during the day.
- Maintained vehicle cleanliness for a professional appearance.
- Interacted with customers pleasantly and professionally, delivering first-class care and service.
- Carried out vehicle checks and organised repairs to achieve timely resolution.
- Covered weekend shifts to optimise service levels.
- Accepted and received job information through digital app.
- Drove van for timely delivery of parcels and mail following government standards.
Education
NVQ Level 1 - English
Adult Education Services
Waltham Abbey, Essex 2004.03 - 2004.03
NVQ Level 1 - Maths
Adult Education Services
Waltham Abbey, Essex 2004.04 - 2004.04
Skills
- Results-Driven mindset
- Service level agreement management
- Proactive leadership
- Bespoke software experience
- Relationship Management
- Working with KPIs
- Service improvement strategies
- Resilience under pressure
Certification
- International CPC holder
- Point of Delivery risk assessor qualified
Timeline
Regional Retail Service Manager
Gist Ltd
2023.05 - Current
Customer service manager
Gist Ltd
2019.08 - 2023.05
Transport Shift Manager
Gist Ltd
2016.05 - 2019.08
Operations manager
TLO Ltd
2015.02 - 2016.05
Transport supervisor
City Link
2008.02 - 2015.01
NVQ Level 1 - Maths
Adult Education Services
2004.04 - 2004.04
NVQ Level 1 - English
Adult Education Services
2004.03 - 2004.03
Driver
City Link
2002.01 - 2008.01