Heather Rose
Telford
Summary
Results-oriented professional with expertise in relationship building, analytical problem-solving, and team leadership. Proven ability to enhance policies and procedures, manage documentation, and oversee project management. Proficient in Microsoft Office and skilled in training and development. Committed to driving organisational success through collaboration and innovative solutions.
Overview
20
20
years of professional experience
Work history
Customer Service Representative
Reflex
2023.08 - Current
- Liaised with customers to clarify requirements, strengthening business relationships..
- Maintained regular communication with customers regarding order status, schedules, and stock information.
- Initiated investigations and resolved customer complaints, ensuring timely follow-up actions.
- Provided tailored recommendations to customers based on their unique situations and challenges.
- Improved production planning accuracy by integrating timely, correct sales orders via business system.
- Coordinated with production managers to develop improvement plans and implement process changes.
- Recorded accurate, confidential notes during employee meetings for clear documentation.
- Led employee conduct investigation meetings, maintaining fair, professional, confidential information handling.
Operations Senior & Office Manager
Athena Select Construction
Telford, Telford and Wrekin
2022.11 - 2023.07
- Scheduled staff rotas, delegated assignments, and maintained coverage for daily operations.
- Monitored daily performance metrics to inform productivity strategies and support planning decisions.
- Acted as client liaison to maintain service delivery standards and operational excellence.
- Implemented inventory control for materials to reduce expenditure and waste.
- Delivered staff training sessions with updated materials to enhance employee knowledge and skills.
- Completed individual appraisals, set KPI targets, and recorded feedback clearly.
Services Support Supervisor
Bandai Namco Amusement Europe, Wellesbourne
Warwick
2018.12 - 2022.11
- Implemented strategies to enhance operational efficiency across teams, increasing Service Support Team productivity.
- Monitored team productivity, then provided constructive feedback to improve performance.
- Improved business direction through proactive complex issue identification and problem resolution.
- Developed comprehensive training program for new software for regional service managers.
- Established efficient workflow processes and monitored daily productivity to track performance.
- Supported senior leadership by providing insights during critical decision-making meetings. during executive decision-making processes and generated daily reports to recommend corrective actions and improvements
- Delivered comprehensive quarterly KPI analysis to inform management decisions. to Parent Company in Japan
- Improved team capability by hiring, training, and developing staff for roles.Raised performance through clear goals, regular monitoring, and structured feedback.Accelerated staff development via focused reviews and timely salary administration.
- Improved team capability by hiring, training, and developing staff for roles.
Raised performance through clear goals, regular monitoring, and structured feedback.
Accelerated staff development via focused reviews and timely salary administration. - Managed company asset register for over 5000 machines, ensuring daily updates and accuracy of all information.
Project Worker
Telford After Care Team
Wellington
2015.07 - 2018.12
- Established female recovery housing project, supporting clients with mental health and substance misuse needs
- Supported women on 1:1 and group basis around their mental health and substance misuse
- Worked alongside Project Manager and Operations Manager to develop ways to increase awareness around mental health and substance misuse, particularly with women.
- Worked alongside Telford & Wrekin Council to ensure the successful and smooth running of an annual recovery conference
- Attended meetings with commissioners and local organisations to secure funding
- Ensured that client records were accurate and up to date
- Managed social media accounts to promote company initiatives and enhance brand visibility
Trade & Customer Service Manager
Challenge Dog Food/Tower Pet Products
Grimsby
2011.12 - 2015.06
- Handled customer complaints and feedback to resolve issues promptly.
- Built customer relationships to support retention and repeat business.
- Analysed sales to forecast future growth and plan accurate stock ordering.
- Promoted products, advertising, and memberships while optimising trade stand performance for maximum profitability.
- Coordinated weekend event logistics throughout the year, ensuring seamless operations and effective staff coverage.
- Represented company at major UK shows and events, enhancing brand visibility and engagement with potential customers.
Customer Service Assistant
London Midland
Telford
2007.01 - 2011.01
Education
OCN Level 3 - Education & Training
TACT
GCSEs - 8 B-D including English & Mathematics
Idsall School
Shifnal, SHRSkills
- Customer engagement
- Building relationships
- Project Management
- Staff coordination
- Staff training
- Analytical problem solver
- Microsoft Office Experience
- Document control
- Team Leadership
- Strong interpersonal skills
- Excellent work ethic
Timeline
Customer Service Representative
Reflex
2023.08 - Current
Operations Senior & Office Manager
Athena Select Construction
2022.11 - 2023.07
Services Support Supervisor
Bandai Namco Amusement Europe, Wellesbourne
2018.12 - 2022.11
Project Worker
Telford After Care Team
2015.07 - 2018.12
Trade & Customer Service Manager
Challenge Dog Food/Tower Pet Products
2011.12 - 2015.06
Customer Service Assistant
London Midland
2007.01 - 2011.01
OCN Level 3 - Education & Training
TACT
GCSEs - 8 B-D including English & Mathematics
Idsall School