Annette Pratten-Lane
Aylesford,Kent
Summary
Accomplished professional with extensive expertise in centre operations, data analysis capabilities, and full management responsibility. A proven track record in service delivery improvement, leadership excellence, and team leadership. Adept at relationship management, health and safety regulations, staff development, performance monitoring, staff recruitment, and team supervision. Committed to quality standards improvements and initiative taking. Skilled in both internal and external customer relations, interpersonal communication, strategic planning, conflict resolution, data analysis, active listening, and proactive decision making.
Overview
30
30
years of professional experience
Work history
Control Centre Manager
Arriva London
1996.08 - Current
- Facilitated strong interdepartmental relationships to enable collaboration.
- Assisted teams in refining procedures for enhanced operational efficiency.
- Supported development of alternative strategies to improve service delivery.
- Oversaw all administrative tasks for efficient Control centre management.
- Handled budgeting responsibilities to ensure financial sustainability of PW control centre.
- Performed risk assessments, ensuring safe environment for both staff and visitors.
- Assisted in recruitment process to secure highly-skilled workforce.
- Coordinated events to improve interdepartmental engagement.
- Facilitated communication between staff members encouraging open dialogue about ideas or concerns.
- Conducted regular audits for maintaining high standards of mileage coding and curtailments in line with TFL audits
- Implemented new operational systems for smoother centre functioning.
- Increased Driver satisfaction by resolving complaints promptly and professionally.
- Ensured compliance with health and safety regulations creating safer workplace.
- Fostered positive working environment through effective leadership techniques.
- Implemented training sessions for staff, focusing on skill development and adherence to high professional standards.
- Supervised daily activities and performance of up to 60 regular employees.
- Maintained strong working relationships with colleagues and senior management.
- Oversaw selection, supervision and performance of centre staff to keep adequate staffing levels.
Skills
- Data analysis capabilities
- Service delivery improvement
- Leadership excellence
- Staff development and succession planning
- Performance management
- Quality standards enforcement
- Strategic planning
- Data analysis
Timeline
Control Centre Manager
Arriva London
1996.08 - Current