Rebecca Groome
Rendlesham
Summary
Highly organised professional with exceptional communication skills and meticulous attention to detail. Proven ability to make confident decisions and solve problems efficiently, individually and collaboratively. Demonstrated leadership and teamwork, embracing new challenges with honesty and flexibility.
Overview
26
26
years of professional experience
Work History
Operations Manager
IKON Training
Ipswich
03.2020 - Current
- Oversee and manage daily office operations, provide executive support to company directors, and internal teams.
- First point of contact for visitors, clients and delegates - in person, and via telephone.
- Handle sales enquiries, quotations, onboarding, invoicing and credit control.
- Coordinate administrative processes, and develop and maintain departmental SOPs to improve operational efficiency.
- Implementation of a new Training Management System and CRM.
- Coordinate trainer schedules, travel, accommodation, and client training delivery.
Customer Service Manager
Best of Suffolk
Badingham
03.2017 - 03.2020
- Oversaw Customer Service and Administration departments to enhance operational efficiency.
- Identified and implemented improvement opportunities to boost client satisfaction and retention.
- Managed contractor and supplier relationships to ensure quality service delivery.
- Ensured adherence to property compliance regulations through audits and spot checks.
- Served as escalation point for resolving customer queries and complaints effectively.
- Conducted regular employee 1:1 meetings and performance reviews to support staff development.
- Collaborated with Sales and Marketing functions to align strategies and objectives.
Customer Service Manager
CEVA Freight UK Ltd
Felixstowe
06.2016 - 02.2017
- Led Import Key Accounts team, managing onboarding and daily account operations for high-profile clients.
- Ensured adherence to processes, identifying opportunities for operational improvements.
- Facilitated understanding and fulfillment of client needs for both new and existing accounts.
- Served as escalation point for resolving customer queries and disputes efficiently.
- Monitored P&L and ensured achievement of KPIs established by CEVA Global.
- Conducted training sessions and regular one-on-one meetings with team members.
Various Positions
MSC (UK) Ltd
Ipswich
09.2004 - 06.2016
- Customer Experience Specialist: March 2013 - June 2016.
- Customer Service Manager: May 2012 - March 2013.
- Customer Service Supervisor - Key Accounts: March 2008 - May 2012.
- Trade Development Assistant – North Med: Jul 2007 - March 2008.
- Freight Clerk: September 2004 - July 2007.
Portfolio Manager
E.ON Energy
Ipswich
04.2002 - 09.2004
Commercial Assistant
Contship Containerlines
Ipswich
09.1999 - 04.2002
Education
Northgate High School and Sixth Form
IpswichSkills
- Office management
- Project management
- Customer service
- Team leadership
- Financial experience - POs, Xero
- Microsoft 365 package
- KPI setting and management
- Drivers licence
Timeline
Operations Manager
IKON Training
03.2020 - Current
Customer Service Manager
Best of Suffolk
03.2017 - 03.2020
Customer Service Manager
CEVA Freight UK Ltd
06.2016 - 02.2017
Various Positions
MSC (UK) Ltd
09.2004 - 06.2016
Portfolio Manager
E.ON Energy
04.2002 - 09.2004
Commercial Assistant
Contship Containerlines
09.1999 - 04.2002
Northgate High School and Sixth Form