Andy Heskett

• Minimised discrepancies by effectively training employees on best practices, policies and procedures.
• Strategically scheduled and manage 160 staffmembers, maintaining high-performing business operations.
• Monitored and reviewed operational performance, aiding improved business strategy to maximise productivity.
• Reduced costs and improved operations by analysing processes and customer feedback.
• Served as key corporate representative, liaising with various stakeholders in support of operational excellence.
• Developed, recommended, and implemented strategies to improve employee work quality and speed.
• Aided senior leadership by recommending corrective actions and improvements to company operations.
• Analysed financial data to track and achieve budget targets.
• Drove performance while managing and maintaining customer expectations, quality standards, and SLAs.
• Led overall direction, coordination and evaluation of department functions.
• Analysed operations data to identify process gaps and successfully implement change.
• Managed and motivated high-performing teams for successful KPI attainment.
• Reduced expenditures by implementing inventory control measures and improving organisational operations.
• Noted employee absences and grievances, and improved team development and performance with right training.
• Increased department profitability by reducing operations costs.

• Supported directors in recruiting and managing diligent employees, aiding operational delivery against annual targets.
• Created and managed high-value projects to improve company operations, within strict budgets and on tight delivery timeframes.
• Continuously monitored and evaluated operational performance, feeding back to key stakeholders for ongoing project growth.
• Clearly embodied company values, leading by example in developing and delivering required operational performance.
• Developed and implemented strategic operational policies to enhance company delivery against best practice targets.
• Used extensive management and leadership experience to inspire and motivate high-performing operational managers and wider teams.
• Demonstrated outstanding interpersonal and relationship-building abilities to communicate effectively and productively with diverse stakeholders.
• Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
• Trained and mentored high-performing team through regular performance reviews, individual feedback and professional coaching.

Business Manager / Operations Manager

• ▪ Increasing sales, bringing in new business, and negotiating new contracts
  ▪ Liaising with new customers and setting up new contracts
  ▪ Project management of all new and existing businesses adhering to contractual requirements
  ▪ Organising staff rotas and cover and authorisation of annual leave
  ▪ Preparing and delivering staff training to coincide with new products and materials
  ▪ Coaching and training of new employees and providing a mentoring service
  ▪ Meeting with Directors to establish business development
  ▪ Preparing and carrying out audits to maintain high-quality standards within the business
  ▪ Recruitment and selection of new employees
  ▪ Responsible for staff welfare and disciplinary procedures
  ▪ Manage all aspects of the Contact Centre from Sales, HR issues & daily performances
  ▪ Setting targets and objectives for staff to achieve to come in line with their annual appraisal
  ▪ Providing hands-on management support to staff throughout the organisation from junior to executive level
  ▪ Planning and implementing resourcing levels to cope with business needs
  ▪ Promote and manage a compliant contact centre
  ▪ Manage and set targets through business analysis

▪ Increasing sales, bringing in new business, and negotiating new contracts
▪ Global account management including managing budgets, and performance reviews with CEO’s of our business clients.
▪ Preparing and undertaking training to coincide with new products and materials
▪ Meeting with Company Directors to establish business development
▪ Google Ads certified, Facebook Blueprint certified
▪ Manage advertising spending and content creation to generate purchases and leads.
▪ Preparing and carrying out audits to maintain high-quality standards within the business
▪ Prepare and present in depth analysis of Advertising Campaigns, Website Performance
▪ Listen and understand customer needs and establish advertising plan to improve clients performance
▪ Management with analytical data and strategy to further our exposure and improve brand across the industry
▪ Providing hands on management support to staff throughout the organisation from junior to executive level
▪ Promote and manage a compliant and professional service
▪ Present and discuss business performance with Chief Financial Officer
▪ Manage and set targets through business analysis
▪ Drive performance to increase company revenue
▪ Renew and retain customer contracts through account management and excellent customer service

• Driving performance to ensure we maximise profitability & customer numbers
• Manage all aspects of the department from Sales Performance, HR issues & day to day roles of over 40 advisors
• Dealing with difficult customers and handling calls professionally through to resolution
• Promoting EDF products such as duel fuel, direct debits, and other related products
• Manage & set targets per sales campaign through Data Analysis
• Giving professional and practical advice though methods of Sales Coaching & Compliance coaching
• Working successfully as part of a team
• Partaking in any training necessary to succeed and improve in my role in EDF Energy
• Maintaining a positive attitude and communication at all times
• Methodically organise and prioritise tasks while giving attention to detail
• Using appropriate communication skills and adapting these strong skills and application of language when dealing with management enquiries
• Professional management of disciplinary issues within department
• Provide analysis & statistics on daily, weekly & monthly performance
• All aspects of people management from performance reviews, personal issues & maximising potential
• Promote & manage a compliment sales department
• Alongside my role I organised, managed and ran numerous Sales Incentives to maximise Sales performance within EDF Energy

• Managing staffing rotas and organising individual team tasks throughout the day
• Responsible for recruitment and selection of new staff
• Keeping team motivated with a high morale whilst working under pressure
• Ensuring food and hygiene levels were maintained at all times
• Supervising and assisting with cashing up of tills
• Promoting staff from within and implemented and monitored a staff reward scheme
• Giving training and presentations on new products available throughout the franchise
• Responsible that the production was running at a steady pace to minimise costs
• Managing profit and loss within the franchise
• Prioritising own workload