Lyndsay Smart
Dunfermline,Fife
Summary
Well-qualified Operations Support Manager bringing experience, working in a dynamic and fast paced environment, committed to building high-performing teams.. Experience in all aspects of Customer Service and Logistics & Supply Chain. A natural leader with excellent interpersonal, communication, organisational and problem-solving skills. An ambitious and driven individual who is passionate about people. Seeking an opportunity to further develop a career in leadership to promote an engaged and empowered work culture.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work history
Operations Support Manager
VELUX Company Ltd.
Glenrothes, Fife
02.2022 - Current
- Developing and leading high performing team, working in line with SLA's and KPI's.
- Translation of high level business strategy into tangible and actionable front-line objectives.
- Responsible for multiple disciplines including: order management, logistics & supply chain and customer service
- Effective resource management across multi skilled team with different expertise to ensure right people in the right place to meet business demand.
- Building and cultivated lasting rapport with various stakeholders including direct reports, peers and upper management and external partners.
- Streamlining processes to continuously improve and optimise processes, with strong focus on cost saving, customer experience and optimisation.
- Maintaining smooth-running business operations by delegating priorities to staff abilities.
Order Management & Administration Team Manager
VELUX Company Ltd.
Glenrothes, Fife
01.2020 - 02.2022
- Set up of new Administrative team, including resourcing planning, tasks, KPI's and objectives.
- Coaching and working together with the team to ensure high performance of tasks.
- Contingency planning to allow customer demand to be met.
- Co-Ordination of marketing campaigns
- Employee engagement
Customer Service Team Manager
VELUX Company Ltd.
Glenrothes, Fife
12.2017 - 12.2019
- Reviewed processes and practices regularly to achieve business goals.
- Delivered feedback constructively to enhance staff performance.
- Took ownership of escalated customer issues and followed through to resolution.
- Coaching with team and working on personal development programmes to enhance staff capabilities and satisfaction.
- Recognised issues and implemented corrective actions for continual improvement.
Customer Service Advisor
VELUX Company Ltd.
Glenrothes, Fife
06.2016 - 12.2017
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Offered prompt solutions to maintain customer satisfaction.
- Adhered strictly to policies and procedures for continued company compliance.
- Assisted manager in implementing and updating procedures to sustain quality standards.
Fraud Officer
Lloyds Banking Group
Dunfermline, Fife
09.2013 - 10.2016
- Customer service support to banking customers who have potential/confirmed fraudulent activity
Customer Service Assistant
Matalan
Dunfermline, Fife
09.2011 - 09.2013
- Maintained spotlessly clean sales floors, organising merchandise for visually-appealing displays.
- Guaranteed positive customer experiences by efficiently resolving customer concerns and complaints.
Education
Diploma of Higher Education - Customer Service & Leadership
The Institute of Customer Service (ICS)
07.2019 - 07.2020
Diploma of Higher Education - HR - Chartered Institute of Personnel & Development (CIPD)
Fife College
DunfermlineBachelor of Arts - Business Studies & HR Management
The University of Stirling
Stirling 08.2012 - 05.2015
A-Levels -
Beath High School
FifeSkills
- Natural leader
- Passionate about people
- Department management
- Highly organised
- Performance improvements
- Coaching and developing
Languages
English
Native
German
Elementary
Timeline
Operations Support Manager
VELUX Company Ltd.
02.2022 - Current
Order Management & Administration Team Manager
VELUX Company Ltd.
01.2020 - 02.2022
Diploma of Higher Education - Customer Service & Leadership
The Institute of Customer Service (ICS)
07.2019 - 07.2020
Customer Service Team Manager
VELUX Company Ltd.
12.2017 - 12.2019
Customer Service Advisor
VELUX Company Ltd.
06.2016 - 12.2017
Fraud Officer
Lloyds Banking Group
09.2013 - 10.2016
Bachelor of Arts - Business Studies & HR Management
The University of Stirling
08.2012 - 05.2015
Customer Service Assistant
Matalan
09.2011 - 09.2013
Diploma of Higher Education - HR - Chartered Institute of Personnel & Development (CIPD)
Fife College
A-Levels -
Beath High School
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