Beverley Abreu-Cortes
Doncaster,South Yorkshire
Summary
Accomplished professional with extensive expertise in people leadership, performance management, and senior stakeholder engagement. Demonstrates proficiency in workforce planning, operational governance, and change management, driving organisational success through strategic development and leadership excellence. Adept at fostering employee engagement, coaching and mentoring, and delivering impactful leadership development initiatives. Skilled in KPI monitoring, budget planning and forecasting, and ensuring regulatory compliance while maintaining a strong focus on health and safety leadership. Proven ability to manage complex operations including logistics management, supply chain oversight, and third-party coordination with a solution-oriented approach. Committed to innovation fostering, corporate governance understanding, and achieving sustainable business growth through strategic planning and operational efficiency.
Overview
29
29
years of professional experience
1
1
Certification
Work history
Regional Manager – South Yorkshire & Derbyshire
Openreach
Sheffield, South Yorkshire & Derbyshire
2013.01 - 2026.04
- Provide regional leadership for large onshore and remote direct-labour teams, including managers and team leaders, with accountability for service delivery, safety, performance and cost control.
- Lead and deliver complex change programmes, developing leadership capability through coaching, mentoring and the creation of targeted skills and behavioural development initiatives.
- Maintain robust governance across safety, training and operational compliance, working closely with national teams and holding full budget responsibility.
- Drive employee engagement and inclusion through national and local programmes, promoting diversity, neurodiversity and wellbeing while building a high-performing culture.
- Manage resourcing, utilisation and operational efficiency, using data and scorecard performance to identify trends and deliver continuous improvement.
- Build and sustain effective internal, offshore and third-party relationships to ensure aligned, customer-focused delivery, including fleet, supply chain and contract partners.
- Tracked key performance metrics to identify areas requiring improvement.
- Managed region-wide projects to successful completion.
- Fostered a positive work environment, boosting employee morale.
- Built strong relationships with stakeholders, improving customer satisfaction rates.
- Maintained constant communication with staff, fostering transparency and trust within the team.
- Ensured compliance with company policies and procedures across all branches in the region.
- Enhanced team's performance with regular coaching and feedback.
- Cultivated a culture of continuous learning within the team, encouraging professional development.
- Led process optimisation initiatives to improve workflow efficiency.
- Implemented cost-saving measures, significantly reducing operational expenses.
- Coordinated with other departments for smooth business operations.
- Drove company mission and values, representing organisation at meetings and industry events.
- Assisted with employee relations issues, using emotional intelligence and diplomatic communication to resolve grievances.
- Achieved business objectives and benchmarks through strategic planning.
- Drafted periodic reports to inform upper management on KPIs and operational issues.
- Managed personnel issues and implemented corrective actions.
- Fostered culture of inclusion and positive rapport through consistent team-building activities and inter-office competitions.
- Directed day-to-day work of [Number] employees and motivated teams to exceed objectives.
- Identified and resolved operational issues impacting productivity, performance or profitability.
- Maintained organisational compliance with applicable legislation and regulations.
- Monitored operations to assess and highlight results.
- Created and led successful business culture focused on performance.
- Established strong rapport with stakeholders to enhance business credibility.
Senior Regional Manager – Northwest England
Openreach
Liverpool, Lancashire
2011.11 - 2012.12
- Took over a complex and underperforming region with significant legacy people, HR and engagement challenges, including long-term absence, high-volume casework and poor stakeholder alignment.
- Rebuilt trust, stability and performance by establishing a cohesive leadership team with clear goals, governance and scorecard accountability.
- Resolved all long-term sickness and grievance cases to successful outcomes, strengthening employee wellbeing, engagement and inclusion. Engagement rose by 68%
- Re-established effective collaboration across onshore, offshore and key stakeholder groups, improving communication and operational alignment.
- Recruited and developed leaders and engineers, creating a more stable, supported and high-performing working environment.
- Core operational responsibilities aligned with current Senior Regional Area Manager role.
- Tracked key performance metrics to identify areas requiring improvement.
- Enhanced team's performance with regular coaching and feedback.
- Implemented cost-saving measures, significantly reducing operational expenses.
- Built strong relationships with stakeholders, improving customer satisfaction rates.
- Cultivated a culture of continuous learning within the team, encouraging professional development.
- Fostered a positive work environment, boosting employee morale.
- Coordinated with other departments for smooth business operations.
- Maintained constant communication with staff, fostering transparency and trust within the team.
- Drove company mission and values, representing organisation at meetings and industry events.
- Assisted with employee relations issues, using emotional intelligence and diplomatic communication to resolve grievances.
- Drafted periodic reports to inform upper management on KPIs and operational issues.
- Managed personnel issues and implemented corrective actions.
- Fostered culture of inclusion and positive rapport through consistent team-building activities and inter-office competitions.
- Identified and resolved operational issues impacting productivity, performance or profitability.
- Maintained organisational compliance with applicable legislation and regulations.
- Monitored operations to assess and highlight results.
- Created and led successful business culture focused on performance.
- Partnered with management team to optimise operations and reduce costs.
- Established strong rapport with stakeholders to enhance business credibility.
Senior Project Manager – UK wide
BT Retail Apprenticeships
London
2011.03 - 2011.11
- Led short-term improvement programmes to assess operational performance, people practices and process adherence, translating analysis into clear improvement plans.
- Delivered targeted change initiatives to address performance gaps using data-led insight and stakeholder engagement.
- Streamlined operations by implementing best practices in project management.
- Tracked project progress diligently, ensuring adherence to set deadlines.
- Strengthened client relationships by maintaining open and consistent communication lines throughout projects' duration.
- Ensured timely completion of tasks with diligent monitoring and follow-ups.
- Coordinated with stakeholders to meet project objectives.
- Managed resources efficiently, resulting in cost savings.
- Fostered a harmonious work environment, boosting team morale during high-pressure situations.
- Collaborated with different department heads, ensuring alignment with overall company objectives whilst executing projects.
- Built relationships with stakeholders through outstanding client management skills.
- Delivered on revenue targets and service KPIs.
- Interviewed and hired top-performing talent.
- Led meetings with department executives to review project status, drafting action plans to deliver proposed changes.
Senior Manager – Employee Engagement –UK wide
BT Group/Global
London
2010.07 - 2011.03
- Owned and delivered the BT Group Employee Engagement programme, including quarterly surveys across all lines of business.
- Worked closely with senior leaders and key stakeholders to manage governance, communications plans, budgets, reporting and associated costs.
- Negotiated major contracts, achieving favourable terms for the company.0
- Built strong partnerships with stakeholders for mutual benefit.
- Fostered a positive work environment that encouraged creativity and innovation.
- Driven change management initiatives resulting in organisational agility.
- Collaborated with customer service teams to collect and evaluate customer feedback, implementing improvements to address customer pain points.
- Generated reports detailing sales and operational metrics, utilising data-driven insights to inform business strategy.
Senior Stakeholder Partner Manager – Yorkshire
BT Business
York, North Yorkshire
2009.07 - 2010.07
- Acted as the primary interface between business partners and internal teams, accelerating delivery of new solutions and process improvements.
- Reduced recurring operational issues by strengthening relationships and resolving underlying system and process flaws.
- Enhanced overall team performance with regular training and personal development initiatives.
- Streamlined internal processes to enhance work efficiency across teams.
- Developed and delivered company strategy, responding to legal changes and developments.
- Facilitated staff training, resulting in better customer service.
- Boosted department efficiency by streamlining operational processes.
- Coordinated cross-departmental collaboration for improved workflow.
- Delegated tasks efficiently to maximise productivity.
Senior Partner Manager – UK wide
BT Retail
2008.06 - 2009.07
- Identified potential risks through diligent market analysis.
- Enhanced client relationships by providing strategic advice and guidance.
- Conducted comprehensive market research for informed decision-making.
- Mediated disputes between parties, promoting amicable resolutions.
- Streamlined internal processes to enhance operational efficiency.
- Maintained compliance with regulatory standards, assuring quality service delivery.
- Streamlined operations, ensuring optimal resource utilisation.
- Fostered a culture of continuous learning within the organisation.
- Created a collaborative work environment, leading to increased productivity.
- Initiated programmes for employee development, boosting morale and productivity.
- Monitored operations to assess and highlight results.
- Established strong rapport with stakeholders to enhance business credibility.
- Facilitated staff training, resulting in better customer service.
- Streamlined processes to improve and optimise office operations.
Head of Internal & External Recruitment – UK wide
BT Retail
2007.04 - 2008.06
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Call Centre Manager – Doncaster
BT Retail
Doncaster, South Yorkshire
1998.09 - 2007.04
- Managed daily operations to ensure optimal productivity and effectiveness.
- Identified areas of improvement through regular performance reviews, provided constructive feedback to employees.
- Maintained up-to-date knowledge on industry trends for competitive advantage.
- Coordinated with other departments to resolve escalated issues swiftly.
- Monitored calls for quality assurance purposes, ensured adherence to company policies and guidelines.
- Resolved complex queries, resulted in positive feedback from customers.
- Handled demanding customers calmly and professionally, maintained company reputation.
- Led team meetings, fostered a cohesive work environment.
- Conducted regular employee evaluations, identified strengths and areas for development.
- Implemented new CRM software, improved data organisation and retrieval.
- Delegated tasks effectively amongst team members, optimised workload distribution.
- Fostered a supportive atmosphere through open-door policy approach, encouraged employees' engagement and morale.
- Monitored staff performance and identified training needs, increasing call centre profitability.
- Increased employee satisfaction by helping individuals during difficult calls and promptly following up on internal issues.
- Set and managed performance benchmarks for call centre employees.
- Dealt with complex complaints and angry customers professionally and politely, resolving issues with effective solutions.
- Created reports on call centre quality to identify issues and manage change.
Professional Sales First Line Manager – Doncaster
BT Retail
Doncaster , South Yorkshire
1997.08 - 1998.09
- Enforced company policies consistently to maintain discipline within the team.
- Participated actively in recruitment processes, contributing to building a capable workforce.
- Encouraged open feedback, fostering an environment of mutual respect and growth.
- Resolved customer complaints, resulting in increased satisfaction levels.
- Fostered a positive work environment through regular team-building activities.
- Streamlined operations for improved productivity and efficiency.
- Achieved team cohesion by implementing effective communication strategies.
- Led by example to inspire a strong work ethic among team members.
- Organised staff rosters to ensure optimal coverage during peak hours.
- Facilitated productive meetings with clear objectives and outcomes.
- Reviewed staff performance and provided personalised feedback in appraisals.
- Achieved KPIs through team motivation and incentivisation.
- Supported staff learning and development for improved team capabilities.
- Led daily team briefings to improve productivity and performance.
- Maintained team-oriented atmosphere with open communication and quick conflict resolution.
- Tracked employee performance, assessed daily output and implemented corrective actions to close gaps.
- Updated staff on changes to internal policies and procedures for continued compliance and standardisation.
- Worked closely with management to manage staff levels and allocate resources for production plans.
Education
Spanish OCR levels 1, 2 & 3 - Spanish language skills
Doncaster College
Doncaster 1 1997 - 1 2000
IT - Business information management, Software engineering
Doncaster College
Doncaster 1 1994 - 1 1996
Higher Education Business School - The world of work curriculum
Hatfield High School
Doncaster 1 1984 - 1 1985
Secondary education -
Hatfield High School
1 1981 - 1 1984
Skills
Performance Management
- Stakeholder Management
- Workforce Planning
- Learning Management Systems
- Operational Governance
- Leadership Development
- Employee Engagement
- Coaching & Mentoring
- KPI & Scorecard Management
- Health & Safety Leadership
- Cost Control & Budget Management
- Change initiative execution
- Leadership excellence
- Solution-Oriented thinking
- Customer Service & satisfaction
- Business development
- Employee management
- Regulatory compliance
- Logistics management
- Staff training and development
- Workforce management
- Supply chain management
- Business record-keeping
- Strategic development
- Operational management
- Business development and planning
- Assertive communication approach
- Operations coordination
- Customer relationship management
- Budget planning
- Key Performance Indicator monitoring
- Management performance appraisal
- Performance monitoring
- Personnel Management
- Operational oversight
- Conduct management
- Mentoring and coaching
- Interdepartmental coordination
- Employee training
- Business Analytics
- 360-Degree appraisals
- Personnel oversight
- Interpersonal savvy
- Innovation fostering
- Time efficiency
- Resilience under pressure
- Budget planning and forecasting
- Corporate governance understanding
- Quality control standards understanding
- Inspirational motivation
- Decision-Making authority
- Performance driving
- Communication proficiency
- Corporate social responsibility awareness
- Organisational awareness
- Executive communication
- Health and Safety Compliance
Certification
- Prince 2
- Lean Six Sigma Green Belt
- NLP
- Emotional intelligence
- Effective people leadership/business management
- Role associated skills, training and qualifications
References
References available upon request.
Timeline
Regional Manager – South Yorkshire & Derbyshire
Openreach
2013.01 - 2026.04
Senior Regional Manager – Northwest England
Openreach
2011.11 - 2012.12
Senior Project Manager – UK wide
BT Retail Apprenticeships
2011.03 - 2011.11
Senior Manager – Employee Engagement –UK wide
BT Group/Global
2010.07 - 2011.03
Senior Stakeholder Partner Manager – Yorkshire
BT Business
2009.07 - 2010.07
Senior Partner Manager – UK wide
BT Retail
2008.06 - 2009.07
Head of Internal & External Recruitment – UK wide
BT Retail
2007.04 - 2008.06
Call Centre Manager – Doncaster
BT Retail
1998.09 - 2007.04
Professional Sales First Line Manager – Doncaster
BT Retail
1997.08 - 1998.09
Spanish OCR levels 1, 2 & 3 - Spanish language skills
Doncaster College
1 1997 - 1 2000
IT - Business information management, Software engineering
Doncaster College
1 1994 - 1 1996
Higher Education Business School - The world of work curriculum
Hatfield High School
1 1984 - 1 1985
Secondary education -
Hatfield High School
1 1981 - 1 1984