Nicola Reeves

• Managed staff rotas, ensuring full coverage during 7 day working.
• Fostered a positive working environment through effective leadership techniques.
• Supervised daily activities and performance of up a team of 20 employees.
• Liaised with senior management and provided ongoing reports to share business performance.
• Identified bottlenecks, implemented solutions, increased productivity.
• Managed vendor relationships to ensure timely delivery of services.
• Enhanced company efficiency by implementing strategic change initiatives i.e hub transition and ASP management.
• Achieved transformation goals with the execution of comprehensive project plans.
• Established clear communication channels for effective dissemination of transformation strategies company-wide.

• Improved team productivity by implementing efficient workflow strategies.
• Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
• Fostered a positive work environment with regular team-building exercises.
• Achieved transformation goals with the execution of comprehensive project plans - UKI Genesys telephony upgrade.
• Led project coordination, resulting in timely delivery.
• Coordinated daily tasks, ensuring smooth workflow within the team.

• Produced training and supportive materials tailored to organisational needs.
• Engaged in continuous professional development activities enhancing personal skills and knowledge base in the field.
• Conducted regular audits to ensure regulatory compliance.
• Fostered a friendly, warm and exceptional customer experience.

Servicemax Project (UKI CRM Transformation)

• Integrated improved onboarding programmes to acclimate new employees to company culture, values and policies.
• Implemented change management processes to keep project up-to-date and minimise resistance to new concepts.
• Supported senior management in executing change management and integration processes.
• Demonstrated logical and strategic problem solving to optimise design, planning and project management in line with deadlines.
• Improved staff competency through delivery of comprehensive training programmes.
• Collaborated with Business Process Experts (BPE)s to refine and update training resources.

• Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Displayed energy and enthusiasm in fast-paced environment.
• Oversaw daily operations to achieve high productivity levels.