Lauren Neville
Norwich,
Summary
As an experienced Operations Manager, I am eager to excel in my next role as a Senior Operations Manager. With a dynamic and innovative mindset, coupled with reliability, organisation, flexibility and broad transferable skills, set me apart. I am constantly generating new ideas and ways of working to improve the efficiency of the business and the teams around me. I have a proven track record of successfully leading teams through change by establishing clear goals and fostering effective communication. My robust background in Operations Management gives me a solid foundation in risk awareness, governance compliance and strategic relationship management while always looking at the commercial aspects of the business. My personable character enables me to build strong relationships which then gives me exceptional influencing and negotiation skills, allowing me to effectively manage contracts and cultivate strategic partnerships. I am continuously seeking better ways of working that add value to anyone working within the business or the clients using the services of the business. My relevant experience in commercial and facilities management entwined with all of my operational experiences further enhance my qualifications for senior operational roles. I am not only equipped to deliver exceptional results but I am committed to excellence and ready for my next challenge.
Overview
12
12
years of professional experience
Work History
Operations Manager
Newmedica Norwich
06.2021 - Current
- Oversee efficient operations and administration of Newmedica Norwich. While maintaining adherence to relevant legal frameworks and standards as set by the Senior Management Team and governing bodies
- Manage and provide leadership to the whole clinic team, including clinicians and administrators, motivating them to achieve or exceed set performance targets and deliver high standards of care.
- Deliver the internal audit function and support external audit as required.
- Drive outstanding clinical performance and experience to patients.
- Ensure that incident reporting/complaints procedures are followed including liaison with clients, preparation and submission of reports and communication of outcomes to patients, clients and internal teams. Management of escalation to local/national bodies as required.
- Develop and maintain effective partnerships and working relationships with internal teams, colleagues and external stakeholders.
- Support contract meetings with the preparation and presentation of KPI and performance information.
- Take the lead in service improvement and development.
- Manage service in line with all requirements outlined in the service contract including preparation and submission of quality and activity reports.
- Seek to resolve all people issues, liaising with the HR Team on complex issues including but not limited to recruitment, performance, conduct and absence.
- Implement all applicable company policies, procedures and protocols to meet Care Quality Commission Fundamental Standards and to promote best practice.
- Support any operational and clinical audit activities and research.
- Completion of governance reports as required by service contracts.
- Contribute to the service integrated clinical governance meetings, with the preparation of performance data and recommendations for improvement, and dissemination of lessons learned.
- Work with the Operations director to provide input to budget setting and monitoring of expenditure to ensure budgets are achieved, whilst delivering a safe service for patients.
- Manage internal budget against expected performance
- Monitor availability and capacity to ensure we are achieving performance targets.
- Assist in identifying new opportunities within the service or locality, creating efficiencies and innovation to improve the service where improvements can be identified.
Customer Experience Manager
Sainsburys
07.2014 - 06.2021
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Scheduling of staff to ensure efficient cover across 3 departments.
- Running of the store as well as the departments.
- Managing attendance, absence, holidays.
- Ability to coach and manage large teams solely whilst achieving targets.
- Managing company store costs and keeping to budgets.
- Managing all store contractors and key stakeholders.
- Completing all store audits to make sure the store is legal, compliant and safe.
- Risk Mapping for store safety.
Customer Care Assistant
McDonald's Restaurant
03.2014 - 07.2014
- The customers were given a warm welcome to the restaurant and their needs were anticipated
- I did a variety of tasks which included everything from clearing tables, cleaning, following health and safety audit lists, explaining the menu and getting to know the regular customers.
- I had to monitor quality and cleanliness and ensured everything was running smoothly.
- I completed training in very high standards of customer service, cleanliness and hygiene.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
Sales Assistant
Liberty Flights E-liquid & Electronic Cigarettes
10.2013 - 03.2014
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all customers.
- Processed transactions accurately while maintaining a high level of customer service.
- Increased sales by building strong customer relationships and providing excellent service.
- I was very patient and understanding of customers' requirements and goals to cut down and eventually quit smoking.
- This job built up my confidence a lot as I had to be very independent and focused, but mostly organised to manage my work life as well as my education.
- Assisted customers with prompt and polite support in-person and via telephone.
- Met and exceeded sales targets consistently, contributing to overall team success.
Nursery Assistant
Rainbow Nursery
03.2012 - 09.2012
- Enhanced children''s development by implementing age-appropriate educational activities and playtime.
- Collaborated with lead teachers to develop engaging lesson plans tailored to each child''s individual needs.
- Assisted in creating a positive learning atmosphere by fostering strong relationships between children, parents, and staff members.
- Contributed to the enhancement of fine motor skills with art projects, puzzles, and other hands-on activities.
- Maintained a safe and nurturing environment for young children, ensuring their physical, emotional, and mental wellbeing.
Education
BTEC Level 3 - Distinction - Childcare
Great Yarmouth College
Great Yarmouth, United Kingdom09.2013
GCSE's - English, Math's, Science, Drama, Food Technology
North Walsham High School
North Walsham, United Kingdom09.2011
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Operational Efficiency
- Decision-Making
- Employee relations and conflict resolution
- Planning and Implementation
- Policies and procedures implementation
- Facilities Management
- Customer Relationship and Stakeholder Relationship Management
- Employee Motivation
References
Avaliable upon request
Timeline
Operations Manager
Newmedica Norwich
06.2021 - Current
Customer Experience Manager
Sainsburys
07.2014 - 06.2021
Customer Care Assistant
McDonald's Restaurant
03.2014 - 07.2014
Sales Assistant
Liberty Flights E-liquid & Electronic Cigarettes
10.2013 - 03.2014
Nursery Assistant
Rainbow Nursery
03.2012 - 09.2012
BTEC Level 3 - Distinction - Childcare
Great Yarmouth College
GCSE's - English, Math's, Science, Drama, Food Technology
North Walsham High School
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