Lee Marston

• Managed a team of 3 managers overseeing a workforce of 40 to 50 personnel as required.
  Executed step 1 initiatives for telecommunications client to meet operational goals.
• Securing industry-leading KPI performance in UK South, cutting costs, elevating employee engagement whilst maintaining safety as the primary concern.
• Trained team members to enhance productivity and efficiency.
• Fostered a culture of continuous improvement, increasing employee retention rates.
• Implemented best practice policies to optimise operational performance.
• Managed resources and budget effectively to achieve organisational objectives.
• Addressed customer issues with professionalism, ensuring swift resolutions.
• Upskilled staff through targeted training opportunities to enhance capabilities.
• Oversaw successful product launches contributing to increased market share.
• Led multiple teams across different areas, fostering collaboration and communication.

Led a team of 10 operations managers and 263 engineers to meet daily customer requirements.

Managed projects end-to-end, ensuring timely delivery within financial constraints.

• Mentored five individuals for senior and operational management succession.
• Developed strategies to optimise resource utilisation and increase productivity.
• Evaluated productivity metrics, pinpointing areas for enhancement.
• Conducted interviews, hired, and trained staff on best practices for efficient service delivery.
• Cultivated relationships with customers through supportive and friendly advice.
• Established strong partnerships with suppliers and service providers for profitable collaborations.
• Evaluated productivity metrics, identified areas for improvement.
• Maintained compliance with industry regulations throughout all operations procedures.
• Upheld health and safety standards within workplace premises.

• Led a team of 24 engineers in North Cardiff and Newport to deliver exceptional customer service.
• Achieved national recognition for outstanding customer service by personalising interactions.
• Provided daily operational feedback to senior management to enhance team output.
• Conducted behavioural analysis and developed improvement plans for staff performance.
• Coordinated cross-functional teams, achieved project milestones on schedule.
• Improved operational efficiency by streamlining processes and implementing strategic plans.

• Completed three years as modern apprentice, progressing to customer service engineer.
  Provided and repaired circuits while managing customer care independently.
  Worked throughout UK to meet diverse customer demand across various locations.