Lauren Matts
Leicester
Summary
Customer-oriented leader offering over 17 years of experience in retail operations, sales and service team leadership and profitability strategies. Organised and adept at prioritising daily tasks and following through to achieve performance and productivity goals.
Now proudly working within the NHS, utilizing my years of leadership and customer service experience to improve the patient experience within our service.
Overview
20
20
years of professional experience
Work history
IBD Care C-ordinator
University Hospital of Leicester
Leicester, East Midlands
10.2022 - Current
- Updated the IBD helpline calling process improving patient accessibility, collaborative working and quicker response times; increasing accessibility to the service by 60%.
- Managed the teams diary from weekly MDT meetings, to 3 monthly teaching sessions and annual Timeout days. Built relationships with external partners to secure event sponsorships.
- Worked with the Accurx team to improve our communication and streamline the patients journey. Service leading the department in volume of text communications sent.
- Implemented an internal database to simplify access to patient records, reducing call times and improving patient satisfaction to 92%.
Operations Manager
Pinnacle Painting Services
Leicester, East Midlands
04.2021 - 09.2022
- Monitored and reviewed operational performance, aiding improved business strategy to maximise productivity.
- Built company profile through social media and advertising strategies.
- Reduced operations costs and headcounts to significantly increase department profitability.
- Collected regular customer and employee feedback, interpreting findings to enable corrective action.
Topshop Topman Store Manager
Arcadia Group
Leicester, East Midlands
09.2003 - 03.2021
- Managed store turnover of £8 million annually, responsible for over 80 staff members including a management team of 4.
- Responsible for overseeing the daily operations of the store, making sure it ran smoothly and effectively. Duties include driving customer service excellence, motivating sales teams, developing promotional material, and training new staff.
- Created business strategies for the short and long term visions for the team and store.
- Store lead the region for customer service satisfaction, with a consistent service rating of over 95% by promoting a feedback driven environment and ensuring slick and organized processes to remove barriers for the team.
- Built Networks with Board directors, Regional and Area managers to increase store and team profile. Robust succession planning for support the stores but also team development.
Education
A-Levels - History, English Literature, Media Studies
Guthlaxton College
LeicesterGCSEs -
Guthlaxton College
LeicesterSkills
- Proficient with all Microsoft Office
- Dedicated team player
- Project scheduling
- Schedule management
- Accurate data entry
- Staff relations
- Meticulous attention to detail
Timeline
IBD Care C-ordinator
University Hospital of Leicester
10.2022 - Current
Operations Manager
Pinnacle Painting Services
04.2021 - 09.2022
Topshop Topman Store Manager
Arcadia Group
09.2003 - 03.2021
A-Levels - History, English Literature, Media Studies
Guthlaxton College
GCSEs -
Guthlaxton College