Summary
Overview
Work history
Education
Skills
Affiliations
References
Timeline
Generic
Kathryn Jones

Kathryn Jones

Aberdare,Rhondda Cynon Taf

Summary

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.

Overview

8
8
years of professional experience
3
3
years of post-secondary education

Work history

Operations manager

Telnet Service Limited
Auckland - New Zealand
08.2021 - 06.2025
  • Managed daily operations to ensure optimal productivity and effectiveness.
  • Developed quality control standards for improved service delivery.
  • Ensured smooth operation of call centre by scheduling and distributing tasks accordingly.
  • Identified areas of improvement through regular performance reviews, provided constructive feedback to employees.
  • Improved customer satisfaction by implementing effective conflict resolution techniques.
  • Maintained up-to-date knowledge on industry trends for competitive advantage.
  • Resolved complex queries, resulted in positive feedback from customers.
  • Facilitated regular training sessions for enhanced employee skills set.
  • Monitored calls for quality assurance purposes, ensured adherence to company policies and guidelines.
  • Oversaw recruitment process to select high-performing individuals for the team.
  • Led team meetings, fostered a cohesive work environment.
  • Increased employee satisfaction by helping individuals during difficult calls and promptly following up on internal issues.
  • Developed strategic staff schedules to facilitate optimal coverage.
  • Set and managed performance benchmarks for call centre employees.
  • Trained and coached new starters and other sales team members to help meet team targets.
  • Provided excellent customer service, upholding high level of customer satisfaction.

Event manager

Closed Loop
Papamoa - New Zealand, Bay of Plenty
11.2019 - 04.2025
  • Ensured compliance with local regulations during event planning and execution.
  • Administered risk assessment procedures for event safety assurance.
  • Negotiated contracts with suppliers, securing best value for money.
  • Streamlined communication protocols for clear and efficient exchanges.
  • Organised diverse team members, fostering a collaborative work environment.
  • Coordinated with vendors for seamless execution of services.
  • Handled client queries promptly delivering superior customer service.
  • Prepared comprehensive reports on post-event results.
  • Facilitated crisis management, maintaining calm in high-pressure situations.
  • Managed event logistics, ensuring smooth running of multiple events.
  • Hired temporary event staff based on budgets, event size and specialised skills required.

Restaurant manager

Papa Mo's
Papamoa - New Zealand, Bay of Plenty
08.2020 - 08.2021
  • Coordinated events and parties to increase restaurant revenue.
  • Managed daily operations for smooth restaurant functioning.
  • Liaised effectively with all departments, ensured seamless operation flow from kitchen to tables.
  • Tracked key performance indicators on a weekly basis; identified areas needing improvement.
  • Enhanced customer satisfaction by addressing and resolving complaints promptly.
  • Cultivated a positive work environment by fostering team spirit amongst staff.
  • Trained new team members, enhanced service quality.
  • Conducted regular meetings with staff; communicated updates and received feedback.
  • Collaborated with kitchen staff to ensure timely delivery of orders, reduced customer waiting time.
  • Increased table turnover rate with efficient floor management.

General manager

House Bar & Restaurant
Hamilton New Zealand, Waikato
03.2018 - 11.2019
  • Streamlined communication processes for improved team collaboration.
  • Increased overall operational efficiency by implementing new management strategies.
  • Fostered a high-performance culture, resulting in increased productivity.
  • Oversaw all aspects of daily operations, ensuring smooth running of the organisation.
  • Established a positive work environment which promoted staff morale and productivity.
  • Achieved customer satisfaction with regular feedback and improvement sessions.
  • Oversaw inventory management to prevent stock shortages or excesses from occurring.
  • Trained team members to deliver exceptional customer service.
  • Managed staff rosters for optimal productivity and efficiency.
  • Ensured smooth operations by maintaining open communication lines with all staff members.
  • Achieved high-level sanitary standards with regular cleanliness checks.
  • Quickly identified problem situations, skilfully resolving incidents to maintain satisfaction of involved parties.
  • Delivered results under pressure to meet tight deadlines.
  • Regularly reviewed performance data, driving continuous improvement efforts.
  • Handled customer complaints efficiently, ensuring their swift resolution whilst maintaining client satisfaction levels.
  • Managed daily cash up procedures, ensuring accuracy in financial reporting.
  • Ensured compliance with all licensing, hygiene and health and safety guidelines across the premises.

Event manager

Mercure Hotel
Bristol
08.2017 - 02.2018
  • Managed event logistics, ensuring smooth running of multiple events.
  • Handled client queries promptly delivering superior customer service.
  • Conducted venue inspections for optimal space utilisation.
  • Administered risk assessment procedures for event safety assurance.
  • Oversaw guest registration process ensuring a warm welcome for all attendees.
  • Streamlined communication protocols for clear and efficient exchanges.
  • Ensured compliance with local regulations during event planning and execution.
  • Led post-event evaluation, improving future performance.
  • Determined client budget, vision and requirements through consultations.
  • Explained event packages, options and prices clearly to customers.
  • Obtained client feedback to determine improvements for future events.
  • Managed large-scale events from initial planning to successful completion.
  • Created bespoke packages for clients based on event requirements.
  • Designed event set-up and displays to match client requests.
  • Led tours for customers planning events, weddings and conferences.

Education

BA Honors Degree - Tourism Management

University of the West of England
Bristol
09.2011 - 05.2014

Skills

  • Data-driven decision-making
  • Customer relationship management
  • Crisis handling
  • Time efficiency
  • Conflict Resolution
  • Training and Development
  • Quality Assurance
  • Microsoft Office Suite
  • Outstanding customer service
  • Emotional intelligence

Affiliations

  • Cooking
  • Reading
  • Spending time with family and friends

References

References available upon request.

Timeline

Operations manager

Telnet Service Limited
08.2021 - 06.2025

Restaurant manager

Papa Mo's
08.2020 - 08.2021

Event manager

Closed Loop
11.2019 - 04.2025

General manager

House Bar & Restaurant
03.2018 - 11.2019

Event manager

Mercure Hotel
08.2017 - 02.2018

BA Honors Degree - Tourism Management

University of the West of England
09.2011 - 05.2014

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