Lionel Yafele
Bournemouth,Dorset
Summary
Accomplished professional with extensive expertise in Operations Management, HR Management, and Health and Safety Advocacy. Proven track record in implementing Six Sigma methodologies to enhance performance and efficiency. Adept at Supplier Relationship Management, Budget Management, and Performance Management. Skilled in Business Restructuring, Change Management, and Business Transformation to drive strategic initiatives. Strong background in Strategic Planning, Mentoring, Staff Development, and Resource Planning. Experienced in Employee Assistance Programs, Coaching, Performance Improvement, Stakeholder Management, and Networking. Committed to fostering a productive work environment while achieving organisational goals.
Offering strong foundation in team leadership, customer service, and problem-solving. Knowledgeable about team collaboration, conflict resolution, and improving service delivery. Ready to use and develop communication, leadership, and organisational skills in [Desired Position] role.
Overview
20
20
years of professional experience
19
19
years of post-secondary education
Work history
Service Team Manager - South & South East
Costa Coffee/Costa Express
08.2020 - 10.2024
- Look after field service engineer teams, managing a £4m budget and manage key suppliers
- I also deliver six & seven figure projects to contribute to the company's top line
- Deliver performance management to improve quality, productivity whilst we manage costs and operate in a safe manner
- Part of the Operations leadership team so take additional tasks required and assist in strategic activities to grow the business and stay ahead of our competition
Regional Service Team Leader
Costa Coffee/Costa Express
04.2015 - 10.2024
- My current role is field based line management with a field-based service team looking after a region of over 900 sites across the South West (Brighton to Reading)
- My team are responsible for maintaining and fixing all coffee machines in our patch including reactive calls and planned services
- I lead, coach and mentor my team
- My role also includes leading projects to improve reliability, efficiency, and productivity along with growing the Costa brand through world class maintenance and service propositions
Brand Excellence Advisor
Costa Coffee/Costa Express
07.2014 - 04.2015
- I worked as a field based Brand Excellence Advisor for Costa Express looking after over 100 sites
- My role was to manage existing partner accounts mainly in the Dorset area to deliver against key business measures whilst building great business relationships and driving standards in turn help to increase sales
- My main duties were to carry out site visits daily for our audits and proactively maintain relationships with our partners
- My role also included briefing, training, and coaching sites when new machines are installed
- I also assisted with identifying new opportunities or potential expansions within existing accounts.
Healthcare Associate
Pruhealth
10.2012 - 07.2014
- I worked in Partner Services which is a broker servicing team providing bespoke service for our top 16 brokers (book of business in excess of £25m)
- My role was to deliver world class service through providing technical knowledge on our products, monthly service reviews, regular broker visits and training, dealing with Presales and Post Sales queries on email and telephone
- I also trained and coached new members of staff and I was the 'go to person' in the team due to my experience, knowledge, and rapport within the company
- I was the dedicated contact for 7 out of our 16 Partner brokers therefore played a significant role in enhancing the relationships and increasing sales
- I also assisted the Business Development Managers with sales support and administration
- My responsibilities extended to escalations, urgents and took ownership of resolving them
- I also reviewed current processes and implemented changes to make the business more efficient and effective.
Sales Support
Pruhealth
02.2011 - 09.2012
- I looked after over 250 Key Account brokers (IFA) and Field Healthcare Consultants (Direct Sales Force Agents) helping them with any pre-sale queries
- This included incoming calls and emails
- Along with this, I also assisted Account Managers and any related Sales staff with any pre-sale queries or requests in order to facilitate sales
- My role encompassed a lot of activities ranging from doing quotes, literature orders, presentation checks, managing broker relationships to product queries
- Further to my experience I assisted my manager with reporting, creating training manuals and any other sales related tasks that contribute to helping Account Managers and also Retention Consultants.
Senior Sales Support
Deacon Insurance
06.2007 - 01.2011
- I provided sales support to corporate customers and managed 4 staff members
- Led admin for sales, management biggest account which was a new product and developed it managing relationship with insurer and client
- Carried out 1-2-1s, coaching, mentoring and was an escalation point for any Sales queries or complaints
- Did client visits and telesales.
Deputy Manager/Floating Manager
Ladbrokes Betting Shop
07.2004 - 05.2007
- In this job, my duties included opening/locking shop, provide frontline customer service, maximise turnover and profits, manage staff, plan rotas and business objectives
- The job taught me to be analytical and pay attention to detail
- I also learnt to use my initiative to improve and push for innovation
- As a consequence of this job, I became a results orientated and a customer focused professional
- I also learnt to be an excellent listener, effective problem solver and build excellent rapport.
Education
LLB - Law
Bournemouth University
01.2021 - 01.2026
IOSH Managing Safely - undefined
Certified Integrated Management System Internal Auditor - ISO9001, ISO14001, ISO45001
Chartered Management Institute - Associate - ACMI
01.2015 - 01.2023
OCR Level 2 in Enterprise Certificate - Distinction
Liverpool Victoria
A-Levels - Psychology, Business Studies, ICT
St Peters School
01.2003 - 01.2005
GCSEs - Grades A to C
Shungu High School
01.1998 - 01.2002
Skills
- Operations Management
- HR Management
- Health and Safety Advocacy
- Six Sigma
- Supplier Relationship Management
- Budget Management
- Performance Management
- Business Restructuring
- Change Management
- Business Transformation
- Strategic Planning
- Mentoring
- Staff Development
- Resource Planning
- Employee Assistance Programs
- Coaching
- Performance Improvement
- Stakeholder Management
- Networking
Custom
- Professional DJ
- Event Organiser
- Charity Work
- Travelling
- Deputy Chair of Independent Stop & Search and Use Of Force Scrutiny Panel (Dorset Police)
- Panel Member of Police Crime Commissioner Scrutiny Panel
- Currently sit on 3 Scrutiny Panels with Dorset Police, CPS and Police Crime Commissioner
- Football
- F1 Racing
- Cycling
- Tennis
- Rugby
- Music
References
References available upon request.
Timeline
LLB - Law
Bournemouth University
01.2021 - 01.2026
Service Team Manager - South & South East
Costa Coffee/Costa Express
08.2020 - 10.2024
Regional Service Team Leader
Costa Coffee/Costa Express
04.2015 - 10.2024
Chartered Management Institute - Associate - ACMI
01.2015 - 01.2023
Brand Excellence Advisor
Costa Coffee/Costa Express
07.2014 - 04.2015
Healthcare Associate
Pruhealth
10.2012 - 07.2014
Sales Support
Pruhealth
02.2011 - 09.2012
Senior Sales Support
Deacon Insurance
06.2007 - 01.2011
Deputy Manager/Floating Manager
Ladbrokes Betting Shop
07.2004 - 05.2007
A-Levels - Psychology, Business Studies, ICT
St Peters School
01.2003 - 01.2005
GCSEs - Grades A to C
Shungu High School
01.1998 - 01.2002
IOSH Managing Safely - undefined
Certified Integrated Management System Internal Auditor - ISO9001, ISO14001, ISO45001
OCR Level 2 in Enterprise Certificate - Distinction
Liverpool Victoria
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