Louis Peters
Operations Manager
Redditch,Worcestershire
Summary
Dedicated and organised Manager and effective leader with over 5 years of experience using proven planning and support initiatives to cut costs, streamline operations and increase productivity. Decisive and resourceful team builder versed in sales, management and process improvement. Possess in-depth industry trend knowledge and shifts to offer valuable insights on opportunities for new growth and business expansion. Effective and loyal cross-functional communicator and problem solver seeking to leverage background into operations or property management role with growing organisation.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
Work history
Operations Manager
Arcus FM LTD
Redditch
05.2023 - Current
- Supervised daily operations, acting as point of contact for any queries or obstacles.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Led and coached team leaders to meet performance targets and deliver operational excellence.
- Led and managed administrative staff to maintain smooth daily operations.
- Established and communication daily priorities to guide team activities.
- Monitored health and safety measures for guaranteed compliance.
- Monitored and reviewed operational performance, aiding improved business strategy to maximise productivity.
- Developed, recommended and implemented strategies to improve employee work quality and speed.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
- Reduced costs and improved operations by analysing processes and customer feedback.
- Streamlined processes to improve and optimise office operations.
- Led overall direction, coordination and evaluation of department functions.
- Managed and motivated high-performing teams for successful KPI attainment.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Tracked and reported on KPIs, investigating variances and developing solutions to address bottlenecks or constraints.
- Analysed and resolved complex resource management issues for optimised scheduling.
Account Support Manager
Arcus FM LTD
Redditch
02.2022 - 11.2022
- Delivered high level of service to clients to maintain and extend relationships for future business opportunities.
- Delivered exceptional customer service, addressing customer queries and handling customer complaints.
- Built rapport with new and existing customers to boost client retention.
- Oversaw account portfolio to deliver top-quality account services.
- Maintained excellent knowledge of industry trends to remain ahead of competitors.
- Nurtured client relationships, scheduling on-site visits or off-site meetings to touch base on account needs.
- Handled customer concerns and complaints to resolve issues and build loyalty.
- Generated KPI reports to illustrate overall performance.
- Analysed client feedback to highlight areas in need of improvement.
- Kept up-to-date with market trends to identify opportunities to improve product and service offerings.
- Resolved escalated issues and liaised with clients to restore satisfaction and promote retention.
- Delivered high sales performance within budget to strict deadlines and targets.
- Increased client satisfaction, implementing strategic account plans to foster growth.
Team Manager
Arcus FM LTD
Redditch
03.2020 - 02.2022
- Monitored team development, setting performance objectives and providing constructive feedback for continued growth.
- Upskilled staff through targeted training opportunities, enhancing team capabilities.
- Delivered KPI targets and improvements on consistent basis through excellent leadership.
- Developed strong teams by skilfully recruiting, orienting and training loyal, hard-working employees.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Introduced new opportunities for team building and communication, resulting in better team performance.
- Applied expertise in team leadership to address productivity and performance issues, motivating staff to achieve KPIs.
- Addressed customer issues with compassion and professionalism, ensuring swift, successful resolution.
- Managed staffing schedules for high numbers of employees, delivering operational efficiency whilst remaining under budget.
- Conducted audits and risk assessments to achieve regulatory compliance.
- Conducted periodic performance reviews for direct reports.
- Supported team's transition to more flexible working environment for better employee satisfaction.
- Assessed knowledge and skills gaps, creating opportunities to fuel improvement.
- Planned and managed resources and budget to support and deliver objectives.
Customer Support Scheduler
Arcus FM LTD
Redditch
08.2018 - 03.2020
- Coordinated daily workflow, prioritising competing tasks with exceptional time management and organisation skills.
- Scheduled all reactive and planned works, allocating appropriate resources to complete tasks.
- Collaborated with team leads to create shift schedules and rosters.
- Managed communication between stakeholders to maintain timelines.
- Utilised scheduling software to optimise resource allocation and timelines.
- Courteously receiving incoming telephone calls and taking messages as needed.
Trainee Manager
Sainsburys
Redditch
08.2015 - 08.2018
- Assisted with day-to-day operations and completed assigned management tasks.
- Worked closely with mentors to enhance leadership and managerial skills.
- Liaised with managers, supervisors and other senior staff, communicating clearly and concisely.
- Gained skills, knowledge and experience working across various departments including production, marketing and operations.
- Collaborated with team members on projects on strategic initiatives.
Education
IWFM Level 3 Diploma in Facilities Management -
Greyseal
01.2022 - Current
BSc in Computing and IT - undefined
Open University
01.2017 - 04.2020
National Diploma in Music Technology - undefined
HoW College - Bromsgrove
01.2013 - undefined
9 GCSE's including Maths/English Literature and Language/Science at C or above - undefined
Saint Augustine's Catholic High School
01.2011 - undefined
Skills
- Leadership skills
- Client account management
- Strategic Planning
- Project Management
- Process Improvement
- Performance Management
- Customer relationship building
- Operational support
- Contract management
- Change Management
References
References available upon request.
Timeline
Operations Manager
Arcus FM LTD
05.2023 - Current
Account Support Manager
Arcus FM LTD
02.2022 - 11.2022
IWFM Level 3 Diploma in Facilities Management -
Greyseal
01.2022 - Current
Team Manager
Arcus FM LTD
03.2020 - 02.2022
Customer Support Scheduler
Arcus FM LTD
08.2018 - 03.2020
BSc in Computing and IT - undefined
Open University
01.2017 - 04.2020
Trainee Manager
Sainsburys
08.2015 - 08.2018
National Diploma in Music Technology - undefined
HoW College - Bromsgrove
01.2013 - undefined
9 GCSE's including Maths/English Literature and Language/Science at C or above - undefined
Saint Augustine's Catholic High School
01.2011 - undefined
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