Lorraine Solmaz CMgr

• Lead recruitment, onboarding, engagement and retention strategies for a contractor workforce of 2,000+ drivers.
• Develop workforce reporting, performance dashboards and insight-driven initiatives to improve recruitment effectiveness and driver experience.
• Built strategic relationships with internal stakeholders, industry partners and driver communities, enhancing business growth and driver engagement.
• Lead projects focused on operational improvement, contractor satisfaction and workforce development.

Key Achievements

• Designed and implemented a data-driven driver recruitment and engagement strategy, increasing lead conversion from 22.0% to 25.3% and improving first-contact within 24 hours performance from 74% to 98% .
• Created end-to-end visibility of recruitment pipeline from enquiry through onboarding, facilitating improved forecasting and recruitment management.
• Built and managed a driver engagement community of almost 600 drivers , achieving engagement rates of up to 20.9% while improving feedback collection and driver insight.
• Designed and launched structured driver onboarding and engagement programme for 120+ drivers, standardising onboarding, compliance, engagement, retention, and referral processes.
• Established strategic partnerships with organisations including the Albany Taxi Charity and Forcer Protocol , supporting community engagement, passenger safety and social responsibility initiatives.
• Currently studying a BSc (Hons) in Marketing & Business Management on a part-time basis alongside full-time employment.

• Led driver recruitment, onboarding and retention activities, enhancing contractor lifecycle experience.
• Managed re-engagement activities for inactive drivers, fostering relationships through targeted outreach.
• Developed engagement campaigns, surveys and communication strategies, boosting driver participation and satisfaction.
• Produced recruitment and retention reporting to support workforce planning and operational decision-making.

Key Achievement

• Successfully completed the Level 5 Operational Manager Apprenticeship Standard, strengthening leadership, project management and strategic management capabilities.

• Delivered targeted driver engagement initiatives and communications, enhancing retention and improving contractor satisfaction.
• Managed driver recruitment process from initial enquiry to onboarding, ensuring smooth activation for new drivers.
• Coordinated compliance requirements and onboarding processes, providing training support to facilitate seamless integration.
• Maintained recruitment reporting and supported workforce planning activities.

Achieved a Distinction in the Level 3 Team Leader/Supervisor Apprenticeship Standard, developing leadership, coaching and people management skills.

• Key Achievement

• Enhanced fleet performance through proactive relationship management and prompt issue resolution.
• Implemented process improvements to streamline service delivery and boost operational efficiency.
• Managed a portfolio of 500+ contractors, acting as their primary point of contact for operational, financial and service-related queries.
• Facilitated recruitment and engagement initiatives, providing communications and support to contractors.

• Provided frontline support to drivers, resolving operational issues to uphold service standards.
• Coordinated contractor communications and issue resolution across internal departments to enhance collaboration.
• Created tools and documentation to standardise processes and improve service delivery.

• Managed vehicle movements to maintain fleet readiness and optimise utilisation.
• Coordinated vehicle logistics and fleet administration to ensure smooth operations within a fast-paced environment.
• Streamlined operational processes through collaboration and enhanced administrative efficiency.
• Performed vehicle inspections upon collection and return; reported any damages promptly.