Summary
Overview
Work history
Skills
Timeline
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Dee Coleman

Pontypool,Torfaen

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of work experience in dynamic, fast-paced settings.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

26
26
years of professional experience

Work history

Operations Director

GRP Group
Cwmbran, Torfaen
07.2005 - Current
  • Cultivated culture of continuous improvement, clearly outlining objectives and ideal processes.
  • Built productive working relationships to inspire and guide personnel at multiple business levels.
  • Assessed, identified and mitigated risk through strategic planning.
  • Motivated team members by providing mentoring and development opportunities.
  • Identified opportunities to secure new revenue streams for increased profitability.
  • Planned daily operations to maximise productivity, monitoring KPIs to promote consistent progress towards targets.
  • Drove continuous improvement and innovation in collaboration with management team.
  • Implemented strategic mission, core values and business objectives across company-wide operations.
  • Developed cohesive workforce equipped to respond to changing operational demand.
  • Led site operations team to deliver on KPI targets with consistency.
  • Offered technical support and advice to colleagues using extensive knowledge of insurance products.
  • Actively promoting awareness and importance of the achievement of high quality standards throughout the company.
  • Ensured that effective methods are put into place so that the company can run to maximum productivity.
  • Encourage teamwork, energy and creativity within the company to ensure achievement of high quality standards
  • Assist accounting department in monthly credit control including the preparation and verification of all broker invoices
  • Amended documents accurately, communicating and redistributing to relevant personnel where necessary.
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
  • Answered customer telephone calls promptly and improved on-hold wait times.
  • Assisted customers with varying questions using product knowledge and service expertise.
  • Assisted customers with product complaints, logging issues for investigation and providing replacement items.
  • Maintained compliant documentation for reliable company records.
  • Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
  • Participated in regular training to maintain up-to-date knowledge on company products and policies.
  • Handled phone, email and social media enquiries with consistent customer service across multiple channels.

Sales Assistant

Flittermans Outdoor Scene
Nottingham
01.2002 - 01.2023
  • Screened and verified visitor IDs, maintaining security of personnel and office environment.
  • Answered and helped resolve enquiries from clients, vendors and general public.
  • Provided clerical support to company employees, including copying, faxing and file management.
  • Delivered front of house duties with warm and professional manner.
  • Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
  • Collected and distributed incoming mail, employing strict confidentiality throughout.
  • Received and processed product returns.
  • Worked energetically to maintain efficient operations during peak trading hours.
  • Maintained impeccably high standards store presentation and hygiene through cleaning.
  • Provided excellent sales services by offering bespoke product advice to meet exact customers needs.
  • Guaranteed high levels of customer satisfaction through product knowledge and attentive service.
  • Monitored display stock levels, replenishing for consistently well-stocked sales floor.
  • Resolved customer complaints and process issues with proactive problem-solving skills.

Insurance Administrator

Vasek Insurance
Nottingham
01.2002 - 01.2023
  • Calculated insurance risks and rates for customer quotes.
  • Offered prompt solutions to maintain customer satisfaction.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Recorded and processed customer data accurately.

Administration Manager

SF Group
Nottingham
07.2003 - 05.2005
  • Resolved issues as they arose for smooth daily management of administrative operations.
  • Coordinated work of clerical team members to consistently meet office needs.
  • Conducted individual staff appraisals.
  • Updated office management on team's activities and progress at weekly meetings.
  • Oversaw recruitment for clerical staff.
  • Interacted with customers professionally by phone and email.
  • Assess all client applications throughout the week, average 250 applications a day.
  • Liaison with all recruitment consultants throughout the company on a daily basis.
  • Responsible for maintaining a company report for all holiday and sickness throughout the company, approximately 90 employees
  • Responded to inbound queries and requests from prospective customers.

Veterinary Nurse

Sanders Veterinary Surgery
Cwmbran
01.1998 - 01.2002
  • Examined pets on arrival and prioritised treatment based on care needs to maintain optimal patient flow.
  • Checked weight, heart rate and temperature of pets regularly, promptly reporting changes to Veterinary for quick resolution.
  • Maximised patient wellbeing by providing detailed, effective at-home directions for medication usage.
  • Calculated, prepared and administered medications under veterinarian instruction.
  • Enhanced customer satisfaction by providing outstanding follow-up care through house calls and follow-up emails,
  • Performed radiography, urine tests and other routine and laboratory tests to diagnose health conditions.
  • Planned and executed animal nutrition programmes, helping pets quickly achieve optimal weight.
  • Offered steadfast emotional support to animal owners throughout distressing periods.
  • Accepted payments and wrote receipts, answered calls and performed other reception duties.
  • Provided animal care information on behaviour and parasite control.
  • Cared for, exercised and groomed hospitalised patients.
  • Maintained cleanliness and hygiene of practice, creating safe environment for staff and patients.
  • Kept equipment in good working order and reported any faults.
  • Facilitated smooth practice operations, consistently monitoring and re-ordering medical and surgical supplies to avoid stockouts.
  • Educated pet owners on key aspects of animal health to improve patient health and wellbeing.
  • Disinfected medical implements, surgical rooms and transportation devices to maintain hygiene.
  • Maximised Veterinary Surgeon's productivity, completing preparatory work for surgical procedures.
  • Recorded and maintained clinical and office records of animals attending surgery.
  • Held and monitored animals during operations.

Skills

  • Strong communication
  • Problem solving
  • Employee training
  • Operational support
  • Production reporting
  • Department management
  • Financial risk analysis
  • Month end management
  • First class customer service
  • IT and telephony systems knowledge
  • Operational improvement
  • Staff performance management
  • Product expertise
  • Thought leadership
  • KPI management
  • Customer support management

Timeline

Operations Director

GRP Group
07.2005 - Current

Administration Manager

SF Group
07.2003 - 05.2005

Sales Assistant

Flittermans Outdoor Scene
01.2002 - 01.2023

Insurance Administrator

Vasek Insurance
01.2002 - 01.2023

Veterinary Nurse

Sanders Veterinary Surgery
01.1998 - 01.2002

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Dee Coleman