Kim Sutton
Orpington,Kent
Summary
Collaborative leader with dedication to partnering with co-workers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organisational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
Work history
Operations Service Manager
Bromley Homeless
Bromley, Kent
11.2017 - Current
- Supported departmental budget governance for expenditures, materials and labour.
- Devised and implemented improvements to service procedures, improving customer satisfaction scores.
- Prepared rotas and assigned workloads to achieve service targets.
- Built firm but respectful relationships with staff, leading by example and providing continued encouragement for high levels of motivation and satisfaction.
- Monitored and reviewed operational performance, aiding improved business strategy to maximise productivity.
- Developed, recommended and implemented strategies to improve employee work quality and speed.
- Analysed financial data to track and achieve budget targets.
- Analysed operations data to identify process gaps and successfully implement change.
- Led overall direction, coordination and evaluation of department functions.
- Managed and motivated high-performing teams for successful KPI attainment.
- Partnered with internal teams to develop new operating opportunities to enhance service delivery.
- Adhered to employee relations processes while recruiting, retaining and developing staff.
Adviser
Age Concern Bexley
Bexley, Kent
06.2010 - 07.2014
- Developed proposals to support business development processes, securing contract wins per year.
- Combined human experience and expertise with technological insights to present sound, informed advice.
- Improved existing client relationships to increase total assets.
- Developed professional expertise within Advice Service by pursuing further training opportunities.
- Prepared and submitted financial reports and documents on clients' behalf.
- Identified financial outcomes and potential returns to strengthen robustness of financial planning.
- Acted as first point of contact for clients to deliver outstanding customer experience.
- Delivered high-quality consulting, supporting clients to meet and exceed short- and medium-term financial goals.
- Determined financial situation of clients by gathering and analysing financial documentation.
- Prioritised tasks when managing concurrent client projects with conflicting deadlines.
Conflict Mediator
Age UK
London, City of London
01.2010 - 02.2012
- Protected clients' interests when providing legal advice.
- Structured legal information to help increase awareness and understanding.
- Coordinated smooth property transfers by organising paperwork and keeping to tight deadlines.
- Provided advice to gracefully handle and de-escalate conflict.
- Facilitated official agreements to resolve disagreements.
- Investigated cases to reach resolution or conclusion.
- Resolved disputes as independent and objective party.
- Maintained impartiality when serving as mediator.
- Opened communication channels with other officials to encourage productive dialogue.
- Responded to time-sensitive queries quickly for fast resolution.
Education
Master of Business Administration - Leadership and Homelessness
London South Bank University
London 02.2022 - 04.2023
Accredited Mediator - Mediation
Align Mediation Ltd
Cambridge 01.2010 - 01.2010
Diploma of Higher Education - Health & Law
Greenwich University
London 03.2000 - 06.2002
Skills
- 5S principles
- Task delegation
- Senior management liaison
- Stakeholder management
- People management
- Coaching leadership
- High-value project management
- Operational risk management
- Productivity monitoring
- Safety management
- Legislative compliance
- SLA and KPI tracking
- Contract management
- Teamwork and Collaboration
- Self-Motivated
- Decision-Making
- Teambuilding
Timeline
Master of Business Administration - Leadership and Homelessness
London South Bank University
02.2022 - 04.2023
Operations Service Manager
Bromley Homeless
11.2017 - Current
Adviser
Age Concern Bexley
06.2010 - 07.2014
Conflict Mediator
Age UK
01.2010 - 02.2012
Accredited Mediator - Mediation
Align Mediation Ltd
01.2010 - 01.2010
Diploma of Higher Education - Health & Law
Greenwich University
03.2000 - 06.2002
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