Ian Kapp
Sunbury-on-Thames,Middlesex
Summary
Distinguished professional with high-level experience in managing budgets and business operations. Excellent communication and problem-solving skills. Motivated to use leadership and strategic skills to achieve goals, with a proven track record. I have developed a very strong commercial skill set that is build around putting customers first.
Overview
24
24
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Commercial Director UK & Ire
Galvin Green UK Ltd
Weybridge, Surrey
2021.09 - 2024.02
- Produced and implemented strategic commercial plans to grow profit and meet organisational objectives to achieve maximum sales of the products in the UK & Ire.
- Forged strategic partnerships internally and externally to increase procurement.
- Planned and managed resources and budget to support and deliver objectives.
- Organised special sales at specific times to drive customer engagement and move high volumes of products.
- Managed team of 7 self employed sales agents, driving performance with motivational strategies to exceed sales targets.
- Addressed customer issues with compassion and professionalism, ensuring swift, successful resolution.
- Analysed sales reports to identify trends and update strategies.
- Acted as point of contact for high-level queries and represented team at senior leadership meetings.
- Applied positive customer service approach to increase satisfaction levels.
- Leveraged strategic networking to create new business opportunities.
- Used Microsoft Word and other software tools to create documents and clear communications.
- Carried out day-to-day duties accurately and efficiently.
Operations Director
Galvin Green Uk Ltd
Weybridge, Surrey
2019.11 - 2021.08
- Secured process improvements for increased quality, compliance and efficiency.
- Cultivated culture of continuous improvement, clearly outlining objectives and ideal processes.
- Negotiated with vendors and service providers to control corporate expenditures.
- Directed day-to-day work of 5 employees and motivated teams to exceed objectives.
- Drove company mission and values, representing organisation at meetings and industry events.
- Reduced costs and improved operations by analysing processes and customer feedback.
- Built productive working relationships to inspire and guide personnel at multiple business levels.
- Drove continuous improvement and innovation in collaboration with management team.
- Drafted periodic reports to inform upper management on KPIs and operational issues.
- Used Microsoft Word and other software tools to create documents and clear communications.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Sales Office Manager
Galvin Green UK Ltd
Weybridge, Surrey
2009.04 - 2019.08
- Delivered new hire training and mentored established staff on processes and procedures.
- Evaluated performance of 6 clerical workers against company standards.
- Updated office management on team's activities and progress at weekly meetings.
- Designed strategic schedules, rotas and workloads to promote productivity.
- Conducted individual appraisals, set KPI targets, and devised professional development plans to improve staff performance.
- Resolved team conflicts and assisted with identified problems to maintain sense of teamwork.
- Created and submitted progress reports to upper management.
- Increased customer satisfaction by resolving issues.
- Oversaw logistics and operations to deliver process optimisations and efficiencies.
- Successfully delivered on tasks within tight deadlines.
- Offered friendly, efficient customer service and handled challenging situations with ease.
Customer Services Manager
The Golf Business Ltd
Chertsey, Surrey
2004.04 - 2009.03
- Enhanced internal and external customer satisfaction ratings by researching, troubleshooting and resolving escalated issues efficiently.
- Reviewed processes and practices regularly to achieve business goals.
- Improved customer service experiences to facilitate organic growth and loyalty.
- Advised management of customer service trends, creating proactive strategies to maintain best practices.
- Received and resolved customer complaints escalated by staff.
- Recruited customer service team members and mentored in company policies and best practices.
- Displayed energy and enthusiasm in fast-paced environment.
Temporary customer service agent
Toshiba
Weybridge, Surrey
2000.03 - 2004.01
- Recorded information about inquiries and complaints within internal database.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Acted as first point of contact for customer issues and queries.
Live in care worker
James Ash
Weybridge, Surrey
2000.04 - 2001.10
- Assisted individual with daily activities to facilitate independent living.
- Followed safe lifting and driving practices to achieve highest level of client safety.
- Provided personal hygiene assistance, consistently promoting comfort, dignity and respect.
- Aided in bathing, dressing and continence support.
- Delivered tailored assistance to customer with disabilities.
Education
Certificate of Higher Education -
Verwoerdburg High School
Centurion, South Africa 1988.01 - 1993.12
Skills
- Project leading
- Business development
- Complex negotiations
- New account development
- Contract negotiating
- Presentations and proposals
- Exemplary written and verbal communication
- Relationship management
- Leadership
Affiliations
- I love sport! Golf, Rugby, cricket, football, tennis and outdoor activities. I also like charity work, and helping people in the local community.
Certification
Full Driving License
Languages
English
Fluent
Afrikaans
Fluent
References
References available upon request.
Timeline
Commercial Director UK & Ire
Galvin Green UK Ltd
2021.09 - 2024.02
Operations Director
Galvin Green Uk Ltd
2019.11 - 2021.08
Sales Office Manager
Galvin Green UK Ltd
2009.04 - 2019.08
Customer Services Manager
The Golf Business Ltd
2004.04 - 2009.03
Live in care worker
James Ash
2000.04 - 2001.10
Temporary customer service agent
Toshiba
2000.03 - 2004.01
Certificate of Higher Education -
Verwoerdburg High School
1988.01 - 1993.12