Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Michael Maroudas

Oldbury,West Midlands

Summary

Accomplished Service Delivery Team Manager at TUI, adept in project management and conflict resolution. Excelled in enhancing team performance and customer satisfaction through innovative solutions and effective staff development. Demonstrated strong leadership and problem-solving skills, significantly improving service delivery processes and achieving key performance indicators. Motivated individual with business acumen and willingness to take on challenging roles. Tech-savvy and quick learning with technical know-how, social media expertise and sales abilities to support and drive substantial growth.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Service Delivery Team Manager

TUI
11.2023 - Current
  • Company Overview: the largest tour operator in the world
  • My daily tasks were all customer facing which required a high level of problem-solving skills and customer interaction
  • Ensuring the team's processes and tasks are carried out efficiently
  • Performance management & delivering feedback
  • Empowering and training a team of new to role and experienced staff members
  • Maintaining and creating good supplier relations
  • Creating incentives to drive performance
  • Trained the team on new processes, including CRM and sales systems
  • Finding solutions as well as coaching the team to creatively resolve problems quickly
  • Risk Assessments
  • Monitor and improve KPIs
  • Create the Work Rota for the team
  • Ensure sales and service targets are hit week on week
  • The largest tour operator in the world
  • Managed and monitored the performance of service delivery team members to ensure quality customer service.
  • Monitored daily operations of the service delivery team to ensure compliance with company policies and procedures.
  • Analyzed customer feedback data to identify areas for improvement in service delivery processes.
  • Resolved escalated customer complaints by providing appropriate solutions within established timelines.

Detention Officer

Thames Valley Police
07.2021 - 07.2023
  • Conducted searches of cells for contraband items such as drugs, weapons or other prohibited materials.
  • Counseled inmates regarding their rights, privileges, rules and regulations of the facility.
  • Managed intake and release processes, including documentation, fingerprinting, and photographing.
  • Supervised inmates during day-to-day activities.
  • Maintained accurate records of detainee behavior, incidents, and disciplinary actions taken.
  • Served meals and dispensed medications to inmates.
  • Supervised inmates during recreational activities, providing guidance when needed.
  • Interviewed different victims, witnesses and suspects to gather and record information for ongoing and future investigations.
  • Conducted fire, safety and sanitation inspections.
  • Compiled daily reports summarizing detainee conduct, facility issues, and any security breaches.
  • Conducted inmate and detention facility visual surveillance to identify and subdue unrest.
  • Escorted detainees to court hearings, medical appointments, and other off-site locations securely.
  • Inspected locks, window bars, doors, and security systems to support escape prevention.

Service Delivery Representative

TUI UK & I
05.2015 - 03.2020
  • Drove revenue through sales through public speaking & 1-1 selling
  • Resolved problems quickly and efficiently using empowerment & customer care
  • Worked towards KPI’s and excelled in targets for both sales and service
  • Attained excellent resort knowledge in over 12 destinations to offer excellent service to our guests
  • Responsible for company money and ensuring all balanced with the finance team on a weekly basis

Operations Co-Ordinator

AIC Solutions
01.2010 - 01.2015
  • My role was to work alongside the project managers to ensure the jobs have what is needed to be complete
  • Ensure all parts are ordered for each of the contracted jobs
  • Ensure all the engineers are kept up to date with the project and if any additional work in needed update the invoice
  • Daily meetings with project managers to ensure everything in on time
  • Produce invoices for completed jobs and send to relevant departments
  • Take phone calls from clients and send to relevant departments
  • Assist engineers with assembly of parts and machines
  • Make sure all equipment that is being used has been Calibrated

Head Coach

Little Kickers Coaching Company
01.2005 - 01.2010
  • Lead Coach in several Venues around the Berks and Bucks
  • Little Kickers is a football coaching company targeting the Age range of 2-5 years olds
  • As Lead Coach you would have to plan and structure the coaching sessions, each session being different and relevant to the children’s ability
  • Each Class has different abilities
  • Each Lead has an assistant coach who helps the lead coach and it’s the lead coach’s role to make sure the assistant understands their role in the session
  • Also, Part of the role as Lean coach is doing a risk assessment of the venue making sure there are no hazards that could affect your session and if there are they have to be dealt with
  • But the Main role is to coach the kids whilst they enjoy themselves

Education

GCSE -

The Wye Valley School
Bourne End

A Level -

The Wye Valley School
Bourne End

NVQ Level 1, 2, 3 -

The Wye Valley School
Bourne End

Skills

  • Team Supervision
  • Continuous improvement mindset
  • Decision making aptitude
  • Project management expertise
  • Process improvement
  • Strong verbal communication
  • Conflict resolution
  • Attention to detail
  • Scheduling
  • Microsoft office
  • Organised
  • Team Player
  • Team leadership
  • Motivated
  • Time management
  • Punctual
  • Problem solving
  • HACCP
  • Food Safety
  • Crisis Management
  • Staff development focus
  • Data analysis capabilities
  • Team leadership qualities
  • Task prioritization acumen
  • Incident management expertise

Accomplishments

  • In 2004, selected to play for Great Britain in the Colt World Series in America.
  • In 2013, had an MMA fight shown on Sky Sports.
  • In 2014, selected to be part of the calibration team in India for high-pressure seal testing machines.
  • In 2017, won top sales in Costa Dorada, leading to a placement in Thailand.
  • In 2019, joined the team going to Finland during the winter season for high sales targets.
  • In 2019, promoted to Team Leader.

Certification

  • Advanced First aid

Languages

English
First Language
Afrikaans
Beginner
A1

Timeline

Service Delivery Team Manager

TUI
11.2023 - Current

Detention Officer

Thames Valley Police
07.2021 - 07.2023

Service Delivery Representative

TUI UK & I
05.2015 - 03.2020

Operations Co-Ordinator

AIC Solutions
01.2010 - 01.2015

Head Coach

Little Kickers Coaching Company
01.2005 - 01.2010

GCSE -

The Wye Valley School

A Level -

The Wye Valley School

NVQ Level 1, 2, 3 -

The Wye Valley School

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Michael Maroudas