Summary
Overview
Work history
Education
Skills
Personal Information
Timeline
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Eve Potts

Truro,Cornwall

Summary

Offers strong leadership and problem-solving skills with a background in team management and project coordination. Demonstrates exceptional communication and organisational skills, complemented by leadership development and cultural awareness. Adept at risk assessment, compliance oversight, and performance monitoring, ensuring health and safety compliance. Knowledgeable about streamlining processes, improving operational efficiency, and fostering positive team environments. Ready to use and develop skills in strategic planning, communication, and resource management in the new Criminal Justice Lead - Operations role.

Overview

23
23
years of professional experience
5
5
years of post-secondary education

Work history

Operations manager

With You
Truro , Cornwall
01.2015 - Current
  • Criminal Justice Recovery worker from January 2015 - May 2016
  • Criminal Justice Team Leader from May 2016 - May 2018
  • Criminal Justice Operations Manager from May 2018 - present
  • Supported clients and managed a full and active caseload.
  • Whole systems understanding sue to career progression.
  • High competence with Microsoft and Google based IT systems.
  • Optimised workflow with strategic planning and team coordination.
  • Compliance with local and national KPI's
  • Improved operational efficiency by streamlining processes and implementing strategic plans.
  • Created collaborative work environment for positive team dynamics.
  • Developed risk mitigation strategies, ensured business continuity during crises.
  • Fostered culture of continuous learning, improved workforce competency levels.
  • Analysed performance metrics, identified areas for improvement in operations management.
  • Liaised with stakeholders for transparent communication and better decision making.
  • Led teams to achieve business objectives on time and within budget constraints.
  • Encouraged innovative thinking in the team, fostered an environment of growth and development.
  • Coordinated cross-functional teams and achieved project milestones on schedule.
  • Led on multiple Criminal Justice pilots in the Cornwall area.
  • Maintained smooth business operations by delegating priorities to staff abilities.
  • Led and managed administrative staff to maintain smooth daily operations.
  • Monitored health and safety measures for guaranteed compliance.
  • Designed and implemented training to further develop staff based on business goals.
  • Analysed and resolved complex resource management issues for optimised scheduling.
  • Experienced in people management processes and procedures
  • Represented organisations at seminars, conferences and business events.


Agency Work

Cornwall Staff Agency
St Austell , Cornwall
09.2014 - 01.2015
  • 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.
  • Worked flexible hours, covering nights, weekends and bank holidays.
  • Consistently arrived at work on time and ready to start immediately.
  • Offered friendly, efficient customer service and handled challenging situations with ease.
  • Increased customer satisfaction by resolving issues.
  • Improved efficiency and productivity by acquiring new skills.
  • Completed duties to deliver on targets with accuracy and efficiency.
  • Displayed energy and enthusiasm in fast-paced environment.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Used Microsoft Word and other software tools to create documents and clear communications.

Department Manager

Sainsburys
Truro , Cornwall
02.2014 - 09.2014
  • Implemented quality control measures, maintaining high standards of service.
  • Allocated resources, optimising department efficiency.
  • Troubleshooting procedures carried out, eliminating frequent technical issues.
  • Handled customer complaints for improved satisfaction rates.
  • Improved staff morale by implementing regular feedback sessions.
  • Delegated tasks to maximise individual strengths.
  • Fostered positive work environment, enhancing team cohesion.
  • Coordinated inter-departmental collaborations and discussions.
  • Conducted team meetings to improve internal communication.
  • Achieved key performance indicators.
  • Reduced operational delays with proactive scheduling.
  • Developed department goals aligned with company vision.
  • Boosted overall performance with regular training workshops.
  • Managed inventory levels to prevent stock shortages.
  • Trained new recruits for seamless integration into the team.
  • Streamlined administrative processes, reducing paperwork backlog.
  • Organised department tasks for increased productivity.
  • Set daily priorities and communicated targets, motivating teams to achieve them.
  • Delegated tasks and reacted to changing workloads to maintain efficient operations.
  • Kept employee workloads fair and balanced to achieve objectives while maintaining high job satisfaction.
  • Recruited and trained department staff to boost employees productivity.
  • Devised staff succession plans to enable professional development.
  • Led by example delivering first-class customer care during till, fitting room and sales floor service.
  • Monitored health and safety measures for guaranteed compliance.

Prison Officer

Her Majestys Prison Service
06.2012 - 02.2014
  • My position as a Prison Officer at HMP/YOI ISIS has meant that I have worked very closely with youth offenders, in this case specifically with 18-25 year old males.
  • My duties include working on the residential unit and ensuring the day to day welfare of the prisoners within ISIS by assisting them with all of their issues and concerns.
  • Responded effectively to emergencies by utilising established protocols.
  • Managed conflict situations between inmates, maintaining a harmonious environment.
  • Ensured prisoner safety with regular cell checks.
  • Cooperated with multi-disciplinary team members, contributing to effective management strategies.
  • Conducted security checks, enhancing overall prison security.
  • Ability to remain professional and relaxed under pressure.
  • Improved people skills when dealing with people in often volatile and threatening situations.
  • Gained the ability to think fast and problem solve in different situations.
  • Enhanced knowledge of varying support agencies who can support offenders during their sentence and on release.
  • I have had involvement in various multi agency approaches and communication when dealing with individual offenders and sentences.
  • Ability to motivate and drive a team in challenging situations.
  • Strong skills in de-escalating volatile situations through the use of words and body language.
  • Realised the importance of consistency and teamwork when working towards the same goals.
  • Developed knowledge of security ratings and techniques.
  • Undertook training in managing confidential information and document management.
  • Received training in personal protection techniques.
  • Fostered positive relationships with inmates through consistent communication and respect.
  • Supported inmates with personal issues, assisting their emotional well-being.
  • Handled administrative tasks efficiently, facilitating streamlined record keeping.

Store Manager

Sainsburys Local stores
London
10.2008 - 06.2012
  • I worked as a store manager in the Sainsburys Local stores.
  • I ran several stores with teams of approximately 40 people and also spent some time opening and developing new stores throughout the London area.
  • I learnt to set up and deliver a business plan, resulting in an all green score card.
  • Developed my ability to work towards and achieve targets.
  • Improved abilities in recruitment and training.
  • Developed knowledge surrounding HR and people procedures and management.
  • Gained training in health and safety and risk management.
  • Developed knowledge of banking procedures and limits for the business.
  • Managed stock including ordering and re-distribution.
  • Became heavily involved in the community and stores local charities including several fundraising events resulting in good publicity for the store.
  • Oversaw shop refits and new openings ensuring everything from training to store fittings and displays were ready for opening day.
  • Ran area conference calls in order to collate data from 20+ stores in the absence of the area manager.
  • Gained understanding in sales and the importance of knowing 'your shopper' and their needs.
  • Developed and implemented plans to improve customer service and experience within my stores.
  • Realised the importance of having an engaged and informed team.

Catering assistant / Waitress

Sprig and Stock catering company
05.2004 - 10.2008
  • Working for Sprig and Stock caterers included function work at various places and for varying occasions.
  • My responsibilities ranged from general kitchen preparation to front of house organisation and waiting on.
  • The job involved both the set up of the event and the cleaning of all the venues used.
  • Improved time management and organisation skills.
  • Strong motivation and commitment during long days.
  • Improved problem solving ability.
  • Strong and consistent team working with a variety of individuals.

Waitress / Staff trainer

Pizza Hut
09.2003 - 07.2008
  • I was with Pizza Hut for 5 years and the position I held as a shift manager meant that I worked very closely with both customers and team members.
  • The job involved many challenges and as such I gained many more skills and abilities.
  • This job taught me the importance of rewarding people and appreciating all members of my team at all times.
  • Experience with cashing up and deducting offers and discounts.
  • Improved communication skills with staff and customers.
  • Improved document management.
  • Gained experience as a staff trainer.
  • Ability to problem solve and cope well under pressure.

Customer service advisor / Sales representative

Sprig and Stock catering company
04.2006 - 11.2006
  • This job required me to work in a call centre.
  • It was my job to deal with customer complaints and also to sell a product to new customers.
  • Increased my confidence and ability in dealing with people on the telephone.
  • Heightened organisational skills due to need for call backs and follow ups.
  • Developed knowledge on sales.

Bar staff / Supervisor

Sprig and Stock catering company
03.2005 - 11.2005
  • This job included working on a very busy bar, which had a high turnover on both meals and drinks.
  • There were elements of marketing involved through the creation of literature for the promotion of various music and entertainment events.
  • Improved communication skills.
  • Realised the importance of a smile and a positive attitude to both the customer and team.
  • Improved multi-tasking and efficiency due to strong customer levels.
  • Employed creative skills into the role when advertising events.

Company owner

AT EASE - Surf Jewellery
01.2003 - 11.2003
  • Self owned and run company.
  • As a company we created and produced surf jewellery for various shops throughout the south west.
  • We also self-promoted and sold our products at many events including the Royal Cornwall show.
  • Gained marketing experience through a photography campaign.
  • Design and creation of the jewellery.
  • Improved organization and management skills.
  • Gained money management skills.

Sales assistant

Woolworths
Truro
11.2002 - 03.2003
  • Cash handling
  • Stock check
  • Customer service

Education

BSc - Criminology and Social Policy

Swansea University 2005 - 2008
Swansea, City and County of Swansea
01.2005 - 01.2008

International Baccalaureate - English, Maths, Biology

Truro College
Truro, Cornwall
01.2003 - 01.2005

Skills


  • Leadership skills and development
  • Problem solving
  • Communication
  • Cultural awareness
  • Compliance oversight
  • Performance monitoring
  • Strong IT skills
  • Resilience in high-pressure situations
  • Public speaking
  • Conflict Resolution
  • Contract management
  • Effective communication
  • Stakeholder engagement

Personal Information

Title: People Manager

Timeline

Operations manager

With You
01.2015 - Current

Agency Work

Cornwall Staff Agency
09.2014 - 01.2015

Department Manager

Sainsburys
02.2014 - 09.2014

Prison Officer

Her Majestys Prison Service
06.2012 - 02.2014

Store Manager

Sainsburys Local stores
10.2008 - 06.2012

Customer service advisor / Sales representative

Sprig and Stock catering company
04.2006 - 11.2006

Bar staff / Supervisor

Sprig and Stock catering company
03.2005 - 11.2005

BSc - Criminology and Social Policy

Swansea University 2005 - 2008
01.2005 - 01.2008

Catering assistant / Waitress

Sprig and Stock catering company
05.2004 - 10.2008

Waitress / Staff trainer

Pizza Hut
09.2003 - 07.2008

International Baccalaureate - English, Maths, Biology

Truro College
01.2003 - 01.2005

Company owner

AT EASE - Surf Jewellery
01.2003 - 11.2003

Sales assistant

Woolworths
11.2002 - 03.2003

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Eve Potts