Lucan Sedge
Chatham,Kent
Summary
Dynamic professional with extensive expertise in training and development, coaching, and mentoring. Demonstrates strategic problem-solving and exceptional communication skills to lead teams effectively. Proven track record in identifying opportunities, resolving conflicts, and implementing change management strategies. Adept at performance development planning, process improvement, and quality assurance to optimise productivity. Committed to fostering a culture of continuous improvement and resilience under pressure.
Overview
27
27
years of professional experience
Work history
Quality manager
Ormonde Jayne
Dartford, Kent
2025.10 - Current
- Fostered open communication channels across departments for seamless information flow regarding quality measures.
- Handled non-conformance issues proactively, reducing production delays significantly.
- Ensured adherence to health and safety guidelines within the organisation protecting employee wellbeing.
- Facilitated workshops on best practices for maintaining high-quality output.
- Responsible for the quality of product throughout the full manufacturing process
- Full control and management of the pouring room (pivotal part of the business)
- Managed all internal and external complaints, communicating with all other areas of the business both internal and external to ensure complaints were dealt with within the set SLA's
- Responsible for internal and external audits - (1st audit completed with 0 minors and 0 majors)
- Responsible for stock management - Returns, Product Faults, Re-Works, Breakages and Debris
- Daily/Weekly environment checks to reduce risk of cross contamination
- Provided the wider business with regular updates on product, production and cost analysis
- Worked closely with external suppliers, regularly discussing issues with product, setting expectations and updating them on future products.
- Regular communication with COO across all platforms in order to keep him informed on all of the above.
Landscaping gardener
Self Employed
Sevenoaks, Kent
2025.02 - 2025.09
Quality Manager and Internal Sales Manager
Bathroom Brands
Dartford, Kent
2022.07 - 2025.01
- Led and managed the call and written quality assurance programs, achieving key performance indicators (KPIs) to enhance customer satisfaction and service delivery
- Monitored and graded customer interactions, providing targeted coaching, mentoring, and feedback to improve team performance and ensure exceptional customer experiences
- Conducted individual and group coaching sessions, promoting best practices, and identifying skill gaps to support team development and service excellence
- Developed and executed corrective action programs, leveraging insights from trend analysis and customer complaints to drive continuous improvement
- Delivered regular performance analysis and quality reports, identifying training needs and recommending actionable solutions to improve service outcomes
- Demonstrated expertise in HR policies, compliance, and auditing to ensure alignment with quality standards and regulatory requirements
- Drove a culture of continuous improvement, challenging historic processes and implementing tools, skills, and systems enhancements
- Successfully increased customer satisfaction scores through targeted coaching and process enhancements
- Reduced average handling time and query resolution times while maintaining exceptional quality standards
- Improved team performance metrics by implementing structured training and mentoring programs
- Contributed to sales growth by enhancing the customer journey and fostering brand loyalty through premium service delivery
- Wrote all processes and procedures for the Customer Service role and the Internal Sales role and created training videos
- Supported the integration of Salesforce into the business by testing, training and visiting external sales managers to support their transition from the original platform to Salesforce
Foreman (HMO Building)
Self Employed
Sittingbourne, Kent
2018.07 - 2022.04
- Fostered a positive work environment with strong leadership skills.
- Allocated resources wisely to minimise waste.
- Ensured safe working conditions through regular site inspections.
- Liaised closely with project managers delivering updates on project progress regularly.
- Coordinated logistics for efficient material delivery and storage.
- Supervised tools and equipment maintenance, maximising their lifespan and efficiency.
- Resolved conflicts amongst team members, promoting a harmonious work environment.
- Work Allocation - All outstanding tasks distributed to relevant tradesmen
- Costings - Daily/weekly tradesmen rates
- Health And Safety - Ensuring all tradesmen adhere to site regulations
Telemarketing Operations Manager / T&D Manager
The Daily Telegraph
Chatham/London, Kent
2010.08 - 2018.06
- Overall responsibility for operational team managers/teams
- Objective setting in line with company strategy
- Enhanced revenues and customer base through new and existing initiatives
- Design and implement sales/marketing initiative
- Strategic planning
- System enhancement to improve productivity and customer journey
- Developed/maintained internal and external relationships
- Recruitment and selection
- Identifying and acting on improvements regarding procedures and planning
- Devised operational policies for regulatory compliance and best practices adherence.
- Optimised workflow procedures with strategic planning and team coordination.
- To ensure all calls maintain a high level of call and service quality, while maintaining values
- Inspection of calls, and ensuring the development of the teams – putting forward incentives to increase team performance
- Training in line with the companies' policies and procedures for the following subjects - Product, Process and Procedures, Sales Techniques, Objection Handling and Features and Benefits
- Agent Development (One to Ones, Quality Assurance, Coaching and Mentoring, Development Plans, and 6 monthly/Annual Reviews)
- Create and distribute support tools such as price plans, objection responses, call structures, scripts, and best practice work sheets
- Performance Forecasting
- Implemented and managed team initiatives to increase staff morale that in turn increases team performance
- Fostered a culture of continuous learning, improved workforce competency levels.
- Analysed performance metrics, identified areas for improvement in operations management.
- Identified bottlenecks, implemented solutions, increased productivity.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
- Streamlined processes to improve and optimise office operations.
- Facilitated staff training, resulting in better customer service.
Sales executive
Building Register
Maidstone, Kent
2009.09 - 2010.08
Manager (Acquisitions, CS & Re-considerations)
Vanquis Bank
Chatham, Kent
2003.04 - 2009.06
- Manage, develop, and coach a productive and highly motivated team
- Conduct One to Ones, 6 Monthly Reviews and Annual Appraisals
- Write, review, and amend New Accounts and Reconsideration's Processes/Procedures and workflows to improve efficiencies
- Solely responsible for ensuring the accuracy of appeals and that decisions made on lending were in line with credit reports such as CAIS
- Solely responsible for ensuring Service Level Agreements (SLA's) were reached and that accounts were maintained under the Data Protection Act
- Managed Notice of Corrections via credit reports, duplicated accounts, and Ambiguous address accounts in line with Fraud procedures
- Agent provisioning to ensure that agents were utilised during quieter periods to increase productivity and sales opportunities
- Responsible for setting the departments key performance indicators and Service Level Agreements (Used SMART as a platform for best practice)
- Trained new Team Managers and continued to support throughout their first 6 months
Manager
Thomas Cook
Various, Kent
1999.01 - 2003.04
- Day to day management of the branch and the Foreign Exchange
- Producing and reporting on MI, setting daily sales targets and currency provisioning within the Foreign Exchange
- Negotiate exchange rates to maximise profitability for the branch
- Deal with Travel Operators directly to negotiate discounted group bookings to increase sales margins within the branch
- Training staff members on new products, sales techniques, and Customer Service skills
- Deal directly with the Regional Manager, reporting on branch performance, staff initiatives,
Skills
- Training and Development Expertise
- Coaching and Mentoring
- Strategic Problem-Solving
- Exceptional Communicator
- Team Leadership
- Opportunities Identification and Creation
- Conflict Resolution
- Performance Development Planning
- Process Improvement Strategies
- Resource Planning and Allocation
- Total quality management
- Change implementation
- Change management
- Initiative taking
- Resilience under pressure
- Productivity optimisation
- Quality Control
- Quality Assurance
- Process Improvement
References
References available upon request.
Timeline
Quality manager
Ormonde Jayne
2025.10 - Current
Landscaping gardener
Self Employed
2025.02 - 2025.09
Quality Manager and Internal Sales Manager
Bathroom Brands
2022.07 - 2025.01
Foreman (HMO Building)
Self Employed
2018.07 - 2022.04
Telemarketing Operations Manager / T&D Manager
The Daily Telegraph
2010.08 - 2018.06
Sales executive
Building Register
2009.09 - 2010.08
Manager (Acquisitions, CS & Re-considerations)
Vanquis Bank
2003.04 - 2009.06
Manager
Thomas Cook
1999.01 - 2003.04