Summary
Overview
Work history
Education
Skills
Affiliations
Certification
Timeline
Generic
Michelle Manders

Michelle Manders

Ulverston,Cumbria

Summary

With over 30 years experience in Customer Service related positions. I am fortunate enough to have worked in several industries from Retail, Hospitality and Manufacturing where Customer Service has been the central focus to success. Accomplished in delivering above-expected results whilst streamlining operations. Ambitious to affect change and bring results to new working environments.

Overview

24
24
years of professional experience
1
1
Certification

Work history

General Manager

The Rose and Crown
Ulverston, Cumbria
09.2024 - Current
  • Responsible for day to day running of a busy food and beverage establishment.
  • The main focus is to make our customers happy through well trained teams
  • Accountable for all health and safety aspects of food and beverage.
  • Trained the team in a new customer booking system.
  • Coaching various teams to understand how they can contribute to the overall profitability of the business by influencing yield and gross profit.
  • Oversaw all aspects of daily operations, ensuring smooth running of the organisation.
  • Implemented rigorous financial controls, improving overall profitability.
  • Achieved customer satisfaction with regular feedback and improvement sessions.
  • Identified and resolved operational issues impacting productivity, performance or profitability.
  • Maintained organisational compliance with applicable legislation and regulations.

General manager

Inn Collection Group
Bassenthwaite Lake, Cumbria
06.2022 - 09.2024
  • Monthly tracking of EBITDA
  • Achieving 75% GP for Food and Drinks
  • Managed the smooth running of 27 guest rooms
  • IT skills used across various platforms such as Rezlynx, Zonal, Harri, Procure Wizard
  • Achieved labour costs of 26%
  • Recruitment of all levels including Head Chef, Sous Chef, Assistant Managers and Housekeeping teams.
  • Monthly meetings with the Revenue Teams to drive guest room sales
  • Accountable for all procurement for the Hotel
  • Increased overall operational efficiency by implementing new management strategies.
  • Regularly reviewed performance data, driving continuous improvement efforts.
  • Defined company direction through careful strategic planning.
  • Developed strategic business plans, enhancing corporate vision and objectives.
  • Maintained compliance with industry regulations at all times.
  • Delivered results under pressure to meet tight deadlines.

Raw Material Planner / Customer Order Team

Lloyds Animal Feeds
Piercebridge, Co. Durham
10.2009 - 09.2020
  • Managed the timely arrival of raw materials for manufacturing customer orders
  • Communicating between various teams to ensure the customer orders are delivered when required
  • Handling and loading customer orders
  • Purchased spot loads of bagged stock materials
  • Handled supplier contracts and payments
  • Sourced materials at short notice
  • Arranged haulage for raw materials collection
  • Monitored raw material prices on the open market
  • Sourced 3rd parties for employee health checks
  • Performed risk assessments for COSHH compliance.
  • Enhanced supply chain efficiency by executing strategic material planning activities.
  • Aligned material requirements with production schedules to meet customer demands on time.
  • Fostered collaboration amongst departments with clear communication strategies.
  • Ensured continuity of supply, mitigated risks of stockouts or overstocks.
  • Facilitated smooth operations by resolving material shortages promptly.

Regional Business Manager

Waterford Wedgwood
05.2007 - 01.2009
  • Managed products for Waterford Wedgwood Plc
  • Motivated concession managers to achieve sales targets
  • Managed 25 concessions with an annual turnover of £3.5 million
  • Negotiated occupancy rates for concession profits
  • Reviewed concessions' financial reports
  • Coordinated budgets, forecasts, and reports
  • Implemented store mergers
  • Influenced range planning
  • Managed redundancy procedures
  • Coordinated new store openings.

Customer Service Manager

House of Fraser Birmingham
07.2001 - 04.2007
  • Implemented new working practices for furniture and white goods
  • Improved customer service procedures
  • Managed furniture turnover
  • Set and achieved sales targets
  • Negotiated promotions
  • Managed HR aspects
  • Created a positive store climate
  • Managed cost recovery and savings
  • Built relationships with Trading Standards
  • Represented House of Fraser in small claims court hearings.

Education

Skills

Leadership

  • Business development
  • Strategic Planning
  • Team oversight
  • Exceptional interpersonal communication
  • Operations management
  • Financial planning
  • Product costing
  • Category oversight
  • Strategies and goals
  • Salary structure/compensation analysis
  • Staff supervision
  • Staff training and development
  • Coaching and mentoring
  • Consistently meet goals
  • Team training and development
  • Food preparation and safety
  • Customer service-oriented
  • Leadership and team building
  • Recruitment
  • Human resources management
  • Employee engagement
  • Change management
  • Budget development
  • Effective leader
  • Recipes and menu planning
  • P&L management
  • Financial administration
  • Cross-functional team management

Affiliations

  • Open Water Marathon Swimmer including an English Channel Relay Swim and and a Solo 11 mile swim of Windermere

Certification

BIIAB - Personal Licence Qualification


Timeline

General Manager

The Rose and Crown
09.2024 - Current

General manager

Inn Collection Group
06.2022 - 09.2024

Raw Material Planner / Customer Order Team

Lloyds Animal Feeds
10.2009 - 09.2020

Regional Business Manager

Waterford Wedgwood
05.2007 - 01.2009

Customer Service Manager

House of Fraser Birmingham
07.2001 - 04.2007

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Michelle Manders