Felicia Istrate
Wixams,United Kingdom
Summary
Customer‑focused People and Operations Leader with extensive experience managing large teams in fast‑paced, high‑volume logistics and service‑delivery environments. Proven track record of delivering operational targets, controlling labour budgets, improving productivity and driving continuous improvement initiatives. Strong HR background supporting investigations, performance management, absence reduction and development planning. Adept at enhancing colleague engagement, reducing absenteeism and building high‑performing teams. Results‑driven leader with a passion for safety compliance, stakeholder collaboration and data‑driven decision making to deliver outstanding customer and operational outcomes. Demonstrates exceptional communication excellence, conflict resolution expertise, and customer service skills, contributing to reduced absenteeism via welfare engagement and structured return to work support. Awarded Employee of the Month three times within one year for outstanding leadership and performance delivery. Ambitious and eager to develop, with a methodical nature and meticulous attention to detail, ensuring seamless service delivery across shifts.
Overview
10
10
years of professional experience
11
11
years of post-secondary education
Work history
First Line Manager
GXO Logistics Waitrose Contract
Milton Keynes
2024.09 - Current
- Lead operational team of 25 direct reports supporting workforce of 150+ colleagues per shift
- Oversee day‑to‑day operational performance across the department, ensuring smooth workflow and consistent service delivery.
- Achieve key operational KPIs including productivity, accuracy, service levels, cost efficiency, and quality standards.
- Deliver planned customer orders within strict operational deadlines and service standards
- Conduct daily performance meetings ensuring service and productivity targets are achieved
- Manage employee performance through coaching, structured feedback and development planning
- Conduct disciplinary, attendance and performance investigations ensuring fair HR compliance
- Manage absence processes including Return to Work interviews and welfare support
- Successfully reduced absenteeism through proactive welfare calls and engagement strategies
- Deliver colleague engagement initiatives improving morale and team retention
- Support recruitment and onboarding for Team Leader cover roles
- Work closely with stakeholders to align service delivery with operational priorities
- Lead improvement projects focused on performance optimisation and colleague engagement
- Monitor performance and service data using EMS, SharePoint, WMS, WLM and Excel
- Review and validate indirect labour activity to ensure accurate reporting and efficient resource allocation.
- Manage operational budget elements, ensuring cost control, labour efficiency, and alignment with financial targets.
- Complete accident and incident packs in Fastwork, ensuring accurate reporting and timely submission.
- Ensure all colleagues adhere to company safety standards, risk assessments, and safe systems of work.
- Carry out disciplinary and performance-related meetings where safety breaches or non-compliance are identified.
- Promote a strong health and safety culture through visible leadership, coaching, and proactive engagement with colleagues.
- Handled day-to-day administrative tasks, enabling smooth operation of the facility.
- Enforced company policies consistently to maintain discipline within the team.
- Achieved KPIs through team motivation and incentivisation.
- Conduct Drug & Alcohol (D&A) tests as part of post‑incident procedures and random testing programmes, ensuring full compliance with company policy and safety standards.
Acting Manager
GXO Logistics Waitrose Contract
Milton Keynes
2023.04 - 2024.09
- Lead operational teams supporting a workforce of 150+ colleagues per shift, ensuring consistent service delivery and workflow efficiency.
- Oversee day‑to‑day department performance, maintaining operational control and ensuring targets are met across productivity, accuracy, cost, and quality KPIs.
- Achieve key operational KPIs through effective resource planning, performance management, and proactive leadership.
- Deliver planned customer orders within strict operational deadlines and service-level agreements, maintaining high levels of accuracy and compliance.
- Conduct daily performance reviews to track progress, resolve constraints, and communicate priorities to the wider leadership team.
- Monitor performance data using EMS, SharePoint, WMS, WLM and Excel to support decision-making and continuous improvement.
- Manage employee performance through coaching, structured feedback, PDP creation, and ongoing development conversations.
- Drive colleague engagement initiatives that improve morale, teamwork, and retention.
- Manage absence processes including Return to Work interviews, welfare support, and long-term absence interventions.
- Successfully reduced absenteeism through proactive welfare calls, engagement strategies, and consistent policy application.
- Review and validate indirect labour activity to ensure accurate reporting, compliance, and effective deployment of resources.
- Complete accident and incident packs in Fastwork, ensuring accuracy, timely submission, and follow‑up actions.
- Conduct safety conversations, promote safe working practices, and ensure compliance with risk assessments and company standards.
- Handle day‑to‑day administrative tasks to ensure smooth running of the operation, shift planning, and performance tracking.
- Delegated tasks effectively, ensuring optimal workload distribution amongst team members.
- Conduct Drug & Alcohol (D&A) tests as part of post‑incident procedures and random testing programmes, ensuring full compliance with company policy and safety standards.
Team Leader
GXO Logistics Waitrose Contract
Milton Keynes
2021.09 - 2023.04
- Managed team performance through KPI monitoring, coaching and performance reviews
- Supervised daily warehouse workflow ensuring productivity and operational accuracy
- Delivered team training supporting development and engagement
- Monitored picking accuracy and implemented improvement coaching
- Supported disciplinary processes and HR case management
- Reported daily operational performance to management teams
- Lead performance reviews and provide tailored feedback to support colleague development and improve capability.
- Motivate and support team members by delivering consistent coaching, guidance, and day-to-day problem solving.
- Administer the Warehouse Management System (WMS) with 100% accuracy, ensuring all shipping records and system transactions are correctly completed.
- Review indirect labour codes to maintain accurate reporting and support effective labour planning.
- Ensure all colleagues follow safe working practices and remain compliant with health and safety policies.
Administrative assistant
GXO Logistics Waitrose Contract
Milton Keynes
2021.05 - 2021.09
- Updated daily shift reports to support operational visibility and leadership decision-making.
- Completed weekly resource planning, ensuring accurate labour allocation across all departments.
- Maintained accurate sickness records and completed Return to Work documentation in line with HR processes.
- Managed shift changes and colleague resourcing to ensure effective coverage and alignment with business needs.
- Planned and allocated additional hours to meet operational demand, including midpoint updates for the shift.
- Monitored and recorded equipment counts daily to maintain asset accuracy and support operational readiness.
- Handled sensitive information discreetly maintaining high level confidentiality at all times.
- Sorted and organised different types of information by document type, personnel or location.
- Reviewed documents for staff to proofread for errors, correct formatting and verify factual information.
- Created Excel trackers with automated formulas to streamline reporting processes and improve efficiency.
- Developed comprehensive role guidance documents to support training and onboarding for new starters.
- Updated company databases by inputting new employee contact information and employment details.
- Supported staff with administrative needs for photocopying, faxing and filing.
Warehouse Operative
kuehne+nagel /XPO LOGISTIC- Waitrose contract
Milton Keynes
2017.10 - 2021.04
- 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.
- Followed safety protocols
- Picking different departments
- Kept clean working area, reporting any issues to management.
- Attended Health and Safety training to ensure consistent adherence to warehouse safety policies.
- Reported issues and damages to senior warehouse staff, enabling prompt, effective resolutions.
- Listened closely to instructions, carrying out fast-paced picking in line with targets.
Horticulture Manager/Sales Manager
Aectra Agrochemicals
Bucharest , Romania
2016.06 - 2017.09
- Oversaw and supported the sales team, providing guidance on client routes, contract preparation, and day‑to‑day commercial activities.
- Visited key clients businesses to maintain strong relationships, understand their needs, and promote long‑term partnership.
- Managed and updated a client database, including tracking communication history, offers sent, and follow‑up actions.
- Ensured the team had the correct information, documentation, and client insights to maximise sales success and customer satisfaction.
- Researched and assessed client culture, preferences, and purchasing behaviour to improve service and sales approach.
- Created professional PowerPoint presentations showcasing product performance, sales results, and value propositions.
- Organised symposiums and events for existing and potential clients, coordinating logistics, invitations, and presentation materials.
- Supported commercial activities by preparing reports, analysing customer data, and ensuring accurate and up‑to‑date client information.
- Advised on pest control methods for improved crop yield.
- Educated clients about sustainable gardening practices.
- Oversaw planting operations, maintained schedule adherence and quality standards.
- Recommended suitable plants considering clients' personal preferences and local climate conditions.
- Implemented pest and weed control measures.
- Provided guidance and recommendations regarding planting and cultivation methods.
- Researched and analysed pesticide efficacy and made adjustments to application management.
- Delivered high-quality products to increase customer satisfaction.
- Cultivated strong relationships with clients to secure repeat business.
- Streamlined communication channels, enhanced internal information flow.
- Maintained inventory control, reduced stock shortages.
- Delegated tasks efficiently to maximise productivity.
- Supervised project timelines for timely completion.
- Implemented cost reduction measures, reduced overhead expenses.
- Fostered a positive work environment with regular team-building activities.
- Led performance reviews, identified areas for improvement.
- Negotiated vendor contracts to secure favourable terms and conditions.
- Analysed market trends to inform strategic decision-making processes.
- Secured new business opportunities with successful networking events.
- Established plant care schedules ensuring optimal growth conditions all year round.
Education
Bachelor of Science - Human Resource Management
University of Bedfordshire
Milton Keynes 2018.02 - 2022.09
Master of Science - Ecological Horticulture
Ion Ionescu de la Brad University of Agricultural Sciences a
Iasi Romania 2016.09 - 2017.07
Bachelor of Science - Bachelor of Engineering – Horticulture
Ion Ionescu de la Brad University of Agricultural Sciences a
Iasi Romania 2012.09 - 2016.07
NVQ Level 5 - Diploma in Education and Training
Abba Business Academy
Luton 2023.04 - 2024.09
Skills
- Communication excellence and customer service skills
- Performance Management
- Operational efficiency
- Workforce planning
- Conflict resolution expertise
- Flexibility
- Good listener
- Problem-solving skills
- Ability to work well within a team
environment and on own initiative - Excellent engagement skills
- Eager to develop
- Loyal and Ambitious
- Good organizational skills and methodical by nature with meticulous
attention to detail
CERTIFICATIONS
- Professional Certifications
Abbott D&A Testing Licence – Certified to conduct Drug & Alcohol testing for post‑incident and random procedures.
IOSH Certificate – Health & Safety training completed, ensuring strong understanding of workplace compliance and risk awareness.
Certificate in Digital Aptitudes (PC) – Competent in digital tools, systems and PC-based applications.
PSPA Certificate – Completed during university placement.
- Awards & Recognition
Three-time Employee of the Month Nominee (2024) – Recognised multiple times for outstanding performance and contribution.
Employee of the Month – June 2017, Aectra Agrochemicals SRL – Awarded for excellent results, dedication and team‑focused impact.
Accomplishments
- Three-time Employee of the Month Nominee (2024) – Recognised multiple times for outstanding performance and contribution.
- Employee of the Month – June 2017, Aectra Agrochemicals SRL – Awarded for excellent results, dedication and team‑focused impact.
- Improved labour cost efficiency through improved monitoring and planning processes
- Supported cross-shift workforce planning ensuring uninterrupted service delivery
- Reduced absenteeism through welfare engagement and structured return to work support
Timeline
First Line Manager
GXO Logistics Waitrose Contract
2024.09 - Current
NVQ Level 5 - Diploma in Education and Training
Abba Business Academy
2023.04 - 2024.09
Acting Manager
GXO Logistics Waitrose Contract
2023.04 - 2024.09
Team Leader
GXO Logistics Waitrose Contract
2021.09 - 2023.04
Administrative assistant
GXO Logistics Waitrose Contract
2021.05 - 2021.09
Bachelor of Science - Human Resource Management
University of Bedfordshire
2018.02 - 2022.09
Warehouse Operative
kuehne+nagel /XPO LOGISTIC- Waitrose contract
2017.10 - 2021.04
Master of Science - Ecological Horticulture
Ion Ionescu de la Brad University of Agricultural Sciences a
2016.09 - 2017.07
Horticulture Manager/Sales Manager
Aectra Agrochemicals
2016.06 - 2017.09
Bachelor of Science - Bachelor of Engineering – Horticulture
Ion Ionescu de la Brad University of Agricultural Sciences a
2012.09 - 2016.07