Jordan Bryce
Ballymena,Antrim
Summary
Operations and Customer Service Manager with a proven track record in streamlining processes to boost customer satisfaction. Successfully led initiatives that improved response times and reduced costs, enhancing team performance and client retention. Recognized for fostering collaboration and driving continuous improvement within service departments. Focused on operational excellence and customer experience enhancement.
Talented advertising professional skilled in building campaign engagement. Demonstrates strengths in networking and relationship-building to grow productive partnerships. Collaborative team player committed to achieving business targets.
Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.
Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.
Resourceful employee with outstanding knowledge to develop and maintain healthy customer pipeline. Consistently works to attract new business opportunities. Talent in administrative oversight, recruitment processes and customer service improvements.
Overview
22
22
years of professional experience
1
1
year of post-secondary education
Work history
Operations and customer service manager
Royal Mail Delivery Office
Limavady, Causeway Coast and Glens
07.2024 - Current
- Led development and implementation of customer service policies to enhance client satisfaction and streamline operations.
- Oversaw daily operations ensuring efficient service delivery and adherence to company standards.
- Trained and mentored staff on best practices in customer interaction and operational procedures.
- Managed resolution of escalated customer complaints to maintain high levels of service quality.
- Collaborated with cross-functional teams to identify areas for process improvement and operational efficiency.
- Conducted regular performance evaluations and feedback sessions to promote staff development and engagement.
- Developed comprehensive training programmes for new employees to ensure seamless integration into operations.
- Coordinated with sales department to maximise customer retention.
- Introduced new operational strategies, enhancing organisational success.
- Created detailed operation reports for effective business planning.
- Monitored performance metrics regularly for constant quality enhancement.
- Organised regular team meetings, fostering a cohesive work environment.
- Ensured seamless operations during peak holiday period through careful planning and resource allocation.
- Oversaw all aspects of inventory control, reducing waste and loss incidents.
- Boosted company's reputation by delivering superior customer experience.
- Improved efficiency by streamlining logistical processes.
- Trained new employees on company's policies, ensuring uniformity in service delivery.
- Handled complex customer complaints, maintaining high levels of customer satisfaction.
- Evaluated data to recognise operational improvement opportunities and customer outcomes.
- Made real-time decisions to positively impact operational outcomes, achieving KPIs.
Night Shift Customer Trading Manager
Sainsbury's
Ballymena, Mid and East Antrim
10.2020 - 07.2024
- Oversaw deliveries and supplies to enable smooth, efficient department workflow.
- Drove culture of continuous improvement, working with senior management to communicate and address areas of concern.
- Developed, monitored and maintained product quality, cutting customer complaints.
- Maximised business performance, providing timely and proactive response to operational issues.
- Maintained cost control, updating daily resource planning to achieve optimal use of assets.
- Supported, coached and supervised 10 direct reports to drive engagement, resulting in 4% productivity increase.
- Ensured strong brand image by reinforcing service policies, including presentation standards and customer service philosophy.
- Created compliance programme to ensure health and safety standards, saving in potential non-compliance losses..
- Performed concise and accurate handovers to CDM at end of shift.
- Proactively promoted training and development to improve staff morale, boosting satisfaction levels.
- Patrolled All areas to ensure site security and compliance to all health and safety regulations.
- Represented property management to promptly resolve guest or property related issues.
- Assisted with Front Office operations such as check-ins, check-outs and reservations.
- Led 8 employees during night shifts to deliver outstanding customer service within 5 star environment.
- Escorted VIPs to rooms whilst upholding company standards and 5 star service.
- Coached front of house teams in delivering smooth, professional reception services.
- Assessed labour needs, driving strategic recruitment for adequate staffing levels during busy periods.
- Kept back of house accounts and records updated, enabling clear performance monitoring.
- Forecasted occupancy demand and monitored staff availability to create balanced, cost-effective shift schedules.
- Used customer satisfaction survey findings to address improvement areas.
Assistant Manager
Royal Mail
Ballymena, Mid and East Antrim
03.2020 - 10.2022
- Identified staff performance issues and worked with management team to deliver constructive improvements
- Undertook workload planning and wage controls to track progress and identify efficiencies
- Processed monthly payroll for 95+ staff, adapting to holidays and role changes
- Managed team of 25 to consistently achieve office standards and
- KPIs with regular reviews
- Generated and analysed KPI reporting to inform team goal planning and resourcing
- Oversaw stocktakes of 30+ items, auditing labels and resolving faulty stock issues
- Collaborated with security team to deliver loss prevention strategy, including security incident investigations
- Prepared professional business correspondence for internal and external use
- Selected, trained, and oversaw administrative staff
- Analysed complex operations or issues and developed proactive solutions
- Communicated department improvements and successes to senior management through regular reports
- Deployed company strategies, policies and working practices with subordinate employees
- Implemented employee training, monitored progress, and identified knowledge gaps
- Planned and directed daily operations to help team meet objectives.
Postal Worker
Royal Mail
Ballymena, Mid and East Antrim
03.2004 - 10.2022
- Safely operated automated equipment within our warehouse
- Sorted and delivered mail efficiently and accurately, with strong attention to detail
- Maintained vehicle to ensure reliable service, liaising with NIMC team for repairs as required
- Managed wrongly addressed or returned mail effectively by utilising skills in problem-solving and customer service
- Covered periods of leave for fixed number of routes
- Mail and 18 months as acting manager
- Proven record of managing workloads and meeting deadlines
- Adaptable and motivated to succeed and contribute to company success
- Customer-focussed
- OPG/ADOM, continuously navigating high-stress situations calmly and effectively
- Utilises exceptional rapport-building skills to develop strong relationships with customers, continuously exceeding demands and driving repeat business
- Competitive ADOM works tirelessly to achieve positive results
- Achieves goals in productivity, revenues, and cost savings
- Hardworking OPG/ADOM with experience managing diverse projects
- Continuously adapts and optimises processes to exceed KPIs
- Highly creative and innovative with reputation for driving measurable results
- Exceptional leader with 18
- Months of experience leading and motivating teams to success
- Achieves targets and meets deadlines and brings projects in under budget through strategic planning and adaptive leadership
- Results-focused employee with experience developing motivated, dependable teams
- Communicates and delegates effectively to aid timely, quality completion of projects
- Fast learning, results-oriented employee, utilising organisational skills to drive business goals
- Possessing exceptional problem-solving demonstrating flexibility for hours worked
- Reported incidents and potential tampering of mailboxes to
- Security team for further investigation
- Mapped and planned routes utilising local area knowledge to best navigate peak times
- Delivered mail on foot, by bicycle or by van to County Antrim local area efficiently, ensuring timely deliveries
- Planned delivery routes choosing most efficient ways and carried out safety checks on all vehicle before setting off
- Operated PDA device proficiently to receive signatures and track routes
- Sorted Up to 1000 pieces per mail daily on sorting frame into correct address order
- Competently moved mail to and from processing centres, delivery offices, railway stations and airports weighing up to 20KGs
- Managed time proactively to consistently complete required deliveries each shift
- Adhered to COVID-19 social distancing and hygiene requirements during lockdown to promote health and wellbeing
- Asked for customer signatures for registered post and recorded deliveries with high levels of attention to detail for accuracy
- Picked up mail from post boxes, post offices and businesses on daily basis, meeting set quotas
- Adapted to peak times, shifting weather and logistical challenges to meet delivery requirements
- Spent between 0800 and 1600 hours delivering mail outdoors daily in all weather conditions
- Provided additional services including Overtime and working extra shifts to achieve company goals during peak periods, such as
- Christmas
- Kept fit and healthy with regular walking and lifting of heavy loads in line with health and safety regulations
- And analytical skills
- Works effectively and efficiently in high-performing teams
- SKILLS
- KPI target tracking systems
- Performance management
- Recruitment and training
- Security standards implementation
- Rota management
- Team workload planning
- Customer feedback implementation
- Policy deployment
- Product training delivery
- Customer complaint management
- Staff mentoring and performance reviews
- Conflict resolution
- Wage controls
- Adaptive leadership
- Loss prevention
- Facilitated parcel tracking by using barcode scanner with precision.
Education
NVQ Level 1 -
Royal Mail/Trade Union
Ballymena, Mid and East AntrimGCSEs - English
Dunclug College
Ballymena 09.2020 - 05.2021
GCSEs - Maths
Dunclug College
Ballymena 09.2000 - 05.2001
Skills
- Key holding security
- Promotional campaign management
- Trade show strategies
- Goal setting and forecasting
- Asset protection
- Customer service
- Product line development
- Sales coaching
- Store layout optimisation
- Sales pipeline management
- Customer retention strategies
- Employee performance evaluation
- Visual merchandising
Languages
English
Native
Timeline
Operations and customer service manager
Royal Mail Delivery Office
07.2024 - Current
Night Shift Customer Trading Manager
Sainsbury's
10.2020 - 07.2024
GCSEs - English
Dunclug College
09.2020 - 05.2021
Assistant Manager
Royal Mail
03.2020 - 10.2022
Postal Worker
Royal Mail
03.2004 - 10.2022
GCSEs - Maths
Dunclug College
09.2000 - 05.2001
NVQ Level 1 -
Royal Mail/Trade Union