Kimberley Sinclair
Stewartby,Bedfordshire
Summary
Results-driven professional with expertise in resource planning, customer service management, and KPI monitoring. Demonstrates a strong ability to optimise service delivery through strategic planning, process improvement, and workflow optimisation. Adept at cross-functional collaboration and stakeholder engagement to ensure compliance and quality assurance across projects. Skilled in performance management, risk management, and reporting analytics to drive operational excellence. Committed to leveraging training and development initiatives to enhance workforce capabilities while maintaining a focus on time management and scheduling coordination.
Overview
24
24
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Service Team Leader
Premier Garage Equipment Ltd
Stewartby, Bedford
06.2021 - 06.2025
- Lead a team of Customer Service Advisors to enhance service delivery and customer satisfaction.
- Utilise resource planning software to optimise team workloads and improve operational efficiency.
- Develop and deliver analytical reports to facilitate data-driven decisions by management.
- Coordinate engineering schedules to ensure compliance with industry regulations and timely project completion.
- Foster cross-functional collaboration to support multi-departmental initiatives and meet project milestones.
- Boosted productivity and resource allocation through the introduction of a cutting-edge software system, tailored to manage customer data and engineer scheduling seamlessly.
- Coordinated training programmes, enhancing staff skills and competencies.
- Played integral role in policy development, enhancing company-wide compliance adherence standards.
- Improved customer satisfaction with efficient handling of queries and complaints.
Aftersales Contact Centre Supervisor, MINI Workshop Controller, Service Advisor
Group 1 UK
Bedford, Central Bedfordshire
02.2013 - 06.2021
- Supervised customer service operations for BMW and MINI aftersales call centre, focusing on booking management and customer engagement.
- Implemented and managed KPIs and call statistics to monitor team performance and customer satisfaction.
- Developed a customer feedback system that enhanced service offerings and increased revenue from manufacturer bonuses.
- Managed a team of technicians for MINI and BMW, ensuring high standards of service and vehicle repair.
- Administered routine maintenance inquiries, administered service packages, and managed warranty claims for MINI customers.
- Increased revenue through the implementation of a proactive customer outreach strategy for technical campaigns and recalls.
- Led a team that received manufacturer bonuses for exceeding customer satisfaction targets.
- Managed the preparation and maintenance of all sales vehicles, ensuring operational compliance with BMW & MINI standards.
- Secured a regional league win during a MINI sales event weekend by ensuring full preparation and availability of used vehicles, enabled by effective teamwork and implemented processes.
- Achieved an 'A' audit grade early in 2021, one of only seven across the UK by ensuring high-quality warranty documentation and strict adherence to rules and procedures.
- Worked closely with other departments within dealership for seamless operations.
- Built rapport with customers, enhancing long-term relationships.
Contact Centre Advisor, Training Coach, Team Manager, Branch Service Advisor
Autoglass
Bedford, Central Bedfordshire
06.2007 - 01.2013
- Managed inbound call operations and coordinated after-hours service appointments, focusing on high-volume customer interactions and efficient technician scheduling.
- Achieved call centre response and call duration targets, delivering efficient customer care.
- Oversaw evening and weekend service schedules for a regional technician team, ensuring adherence to Service Level Agreements and consistent customer support.
- Fielded incoming calls and messages from clients, addressing complaints to contact centre policies.
- Developed and delivered training modules in customer service, communication, and time management for new advisors and facilitated skill enhancement for existing staff.
- Directed daily operations for 20-24 technicians across multiple counties, planning workloads to maximise efficiency and meet customer demands whilst maintaining service excellence.
- Elevated advisor proficiency and performance by implementing targeted training programmes and addressing identified skill gaps, resulting in improved team capabilities.
- Met and exceeded KPIs through strategic leadership and performance optimisation of a 12–16-member advisor team.
- Boosted operational efficiency and technician utilisation across Bedfordshire, Northamptonshire, and Cambridgeshire by aligning team workflows with fluctuating customer demands.
- Contributed to achieving team-wide KPIs by supporting efficient operations / fostering collaboration within a competitive environment.
- Played a key role in driving branch target achievements through teamwork, process optimisation, and effective coordination.
Team Leader
Gala Bingo
Lincoln, Lincolnshire
04.2001 - 06.2007
- Oversaw daily operations across multiple departments as a senior Team Leader, adapting swiftly to changing business requirements.
- Managed stock levels, reconciled funds, and maintained gaming machines, ensuring compliance with regulatory standards.
- Coordinated staff scheduling, training of new employees, and submission of staff hours to the head office.
- Contributed to club's financial success by collaborating with team to ensure operations aligned with demanding work schedules.
- Balanced cashier drawers at end of shifts and logged any discrepancies.
- Ensured smooth operations of gaming machines for utmost customer satisfaction.
- Facilitated smooth operation of bingo sessions to ensure maximum enjoyment for patrons.
- Worked flexible hours including nights and weekends to cover peak times at the bingo hall.
- Conducted themed bingo nights creatively to boost patron engagement.
- Assisted customers with bingo card purchases to facilitate their participation in games.
Education
GCSEs - GCSE
The Lincoln School of Science & Technology
Lincoln, Lincolnshire 09.1994 - 06.1999
Skills
- Resource Planning
- Customer Service Management
- KPI Monitoring
- Cross-Functional Collaboration
- Project Coordination
- Compliance Management
- Process Improvement
- Stakeholder Engagement
- Training & Development
- Time Management
- Strategic Planning
- Problem Solving
- Service Delivery Optimisation
- Workflow Optimisation
- Quality Assurance
- Project Documentation
- Scheduling Coordination
- Performance Metrics
- Workforce Management
Certification
- APM - PFQ: Project Management Fundamentals, SkillSolve, 11/01/24
- Project Preparation Certificate, New Skills Academy, 12/01/24
- Combined GDPR Certificate, New Skills Academy, 07/01/24
- Project Management, Harley Oxford, 09/01/23
- Resource Planning, Great Learning, 04/01/23
- Admin, PA and Secretarial Certificate, New Skills Academy, 02/01/23
- Administration Diploma, New Skills Academy, 02/01/23
- Microsoft Word Certificate, New Skills Academy, 02/01/23
- GDPR in The Workplace Certificate, New Skills Academy, 01/01/23
- Microsoft Excel Intermediate Certificate, New Skills Academy, 05/01/20
- Microsoft Excel for Beginners Certificate, New Skills Academy, 04/01/20
- Microsoft PowerPoint Certificate, New Skills Academy, 04/01/20
All certificates and badges are available on my LinkedIn profile
Professional Development (Self-Directed Learning)
Demonstrating a strong commitment to personal growth and career development, I am currently undertaking the following project management qualifications in my own time:
- CitiVirtual Learning – APM Project Fundamentals Qualification (PFQ) – Exam pending
- IT Online Learning – APM Project Management Qualification (PMQ) – In progress
- IT Online Learning – PRINCE2® Foundation – In progress
- IT Online Learning – PRINCE2® Practitioner – In progress
- IT Online Learning – AgilePM® Foundation – In progress
- IT Online Learning – AgilePM® Practitioner – In progress
Memberships
Member of the Association for Project Managers (MAPM) since 2024
References
References available upon request.
Timeline
Service Team Leader
Premier Garage Equipment Ltd
06.2021 - 06.2025
Aftersales Contact Centre Supervisor, MINI Workshop Controller, Service Advisor
Group 1 UK
02.2013 - 06.2021
Contact Centre Advisor, Training Coach, Team Manager, Branch Service Advisor
Autoglass
06.2007 - 01.2013
Team Leader
Gala Bingo
04.2001 - 06.2007
GCSEs - GCSE
The Lincoln School of Science & Technology
09.1994 - 06.1999
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