Louise Dewar
Falkirk,Stirlingshire
Summary
Skilled Operations Manager talented at improving team performance through innovative management techniques. Offers thoughtful, comprehensive and constructive feedback to staff members to promote productivity and company loyalty. Trustworthy Team Manager with over 20 years of practical experience and dedicated work ethic. Self motivated to consistently provide first-class results in line with stringent targets and deadlines.
Overview
21
21
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Operations Team Manager
Caledonian Sleeper Ltd
Glasgow, Glasgow City
10.2022 - Current
- People management of Edinburgh South and London Euston Train Managers.
- Mentoring of high-performing team through regular performance reviews, individual feedback and professional coaching.
- Fostered positive relationships with customers to maximise satisfaction, retention and experience. Understanding of optimal processes and use of equipment to boosting department productivity.
- Develop and share best practices across company to align with objectives and quality standards.
- Planned and unplanned safety inspections to maintain zero harm strategy
- Driver in employee recognition programme to encourage professional development and high performance
- Conducting Internal Audits for 3rd party suppliers, in line with Internal Auditing Programme
- Incident Care Team Deployment Manager - Trained by Rail Delivery Group
Airside Support Unit Manager
Edinburgh Airport Ltd
Edinburgh
04.2018 - 05.2022
- Departmental ownership accountability of KPIs and service delivery
- Managing 30+ staff with daily operational goals and objectives Elevated customer satisfaction ratings by providing speedy resolutions.
- Established Chair of Departmental Managing responsibly group to ensure safety strategy and legislation compliance
- Cultural development of department to align with company standards and values
- Direct report development and training to progress and invest in team members career aspirations
- Budget management of departmental finances including FTE and overtime costs
- Operational performance, leading in change management and improvement opportunities
- On-call Crisis management Sliver team member, leading in Operational excellence and SME for Ops
- Winter planning for adverse weather and emergency planning, developing contracts and plans
- Lead in investigations or disciplinary hearings ensuring policy and procedures are followed accordingly
Security Duty Manager
Edinburgh Airport
Edinburgh
12.2016 - 04.2018
- Coached and mentored over 50 staff, developing confidence and competence for improved service delivery.
- Held regular briefings with team members, motivating staff to achieve exceptional results for customers.
- Managed and motivated large teams (70+ daily) of staff to deliver against daily operational targets.
- Led by example in delivering first-class service, uplifting overall team performance in customer satisfaction surveys.
- Directed teams handling various operations in fast-paced environments.
- Used proactive problem-solving skills to resolve issues quickly and effectively, minimising operational disruption.
- Checked equipment for faults, flaws or defects and scheduled maintenance operations to fix issues and keep department operational.
Aviation security supervisor
Edinburgh Airport
Edinburgh
10.2010 - 12.2016
- Trained and mentored high-performing team through regular performance reviews, individual feedback and professional coaching.
- Promoting positive relationships with customers to maximise satisfaction, retention and experience. Streamlined operations to consistently deliver on targets.
- Trained employees on optimal processes and use of equipment to boosting department productivity.
- Coached and trained over 30 team members
- Operational performance responsibility or daily service
- Absence Management for large workforce
Proprietor
Quiot Bar
Falkirk
09.2004 - 02.2008
- Coordinated daily operations for smoother functionality.
- Implemented updated health and safety protocols, ensuring compliance.
- Improved invoices and billing processes for better financial management.
- Increased revenue by 50% over 3 years
- Created loyal customer base through outstanding services rendered.
Education
SVQ Level 3 Social Care - Social Care
Forth Valley College
Falkirk 03.1999 - 03.2000
NVQ Level 2 Hospitality and Catering - Hospitality
Falkirk College
Falkirk 08.1994 - 06.1996
Scottish Qualifications Certificate - 'Standard Grade
Graeme High School
FalkirkSkills
- Safety and Leadership excellence
- Communication efficiency
- Knowledge of lean principles and continuous improvement projects
- Staff development initiatives
- Team member engagement
Affiliations
- Travel
- Cooking and Baking
Accomplishments
Nominated 3 years running in internal excellence awards in line with company values at Edinburgh Airport
Certification
CQI and IRCA Certified ISO 9001:2015 Lead Auditor
Languages
German
Beginner
Timeline
Operations Team Manager
Caledonian Sleeper Ltd
10.2022 - Current
Airside Support Unit Manager
Edinburgh Airport Ltd
04.2018 - 05.2022
Security Duty Manager
Edinburgh Airport
12.2016 - 04.2018
Aviation security supervisor
Edinburgh Airport
10.2010 - 12.2016
Proprietor
Quiot Bar
09.2004 - 02.2008
SVQ Level 3 Social Care - Social Care
Forth Valley College
03.1999 - 03.2000
NVQ Level 2 Hospitality and Catering - Hospitality
Falkirk College
08.1994 - 06.1996
Scottish Qualifications Certificate - 'Standard Grade
Graeme High School
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