Roxanne Willis
Burton Latimer,Northamptonshire
Summary
Accomplished operations management professional with expertise in process development, procurement, and supplier negotiation. Strong skills in customer escalation handling, compliance auditing, and team leadership. Proficient in inventory management, logistics coordination, and customer relationship management. Committed to enhancing customer service through effective problem-solving and decision-making strategies.
Overview
9
9
years of professional experience
Work history
Operations Support Manager
Sunbelt Rentals
2025.12 - 2026.03
- Support Depot Managers with daily operational activities across multiple locations
- Developed training programmes to improve team performance.
- Manage and resolve escalated customer complaints, ensuring high service standards
- Assist in the operational running of the flooring division
- Provide direct support to the Director with day-to-day business activities
- Lead procurement of new equipment, ensuring cost-effectiveness and suitability
- Support Business Development Managers with operational requirements
- Develop and implement processes and policies to improve efficiency
- Collaborate with compliance teams to introduce and maintain procedures
Service Centre Manager
Sunbelt Rentals
2023.07 - 2025.12
- Promoted from Hire Controller to Management Role
- Led the creation and mobilisation of a new depot from initial setup to opening
- Organised depot layout and prepared new fleet for operation
- Recruited, onboarded, and trained new staff members
- Conducted stock control and inventory management
- Managed auditing processes and ensured full compliance
- Oversaw vehicle management and operational readiness
- Managed daily operations in service centre, ensuring efficient workflow.
- Overcame challenging situations with strategic problem-solving abilities.
Hire Controller
Sunbelt Rentals
2021.03 - 2023.07
- Managed customer communications via phone, email, and website enquiries
- Coordinated orders from initial enquiry through to post-hire completion
- Liaised with depot managers to confirm stock availability
- Handled invoice queries, pricing adjustments, and discount approvals
- Delivered high levels of customer service in a fast-paced environment
- Collaborated effectively with other departments for seamless business operations.
- Responded promptly to customer enquiries, providing accurate information about products and services available for hire.
- Used problem-solving abilities to handle customer complaints, ensuring their satisfaction.
Purchasing Officer
Kier Construction
2017.09 - 2021.03
- Negotiated supplier pricing to achieve cost savings and maximise value
- Managed purchasing operations to improve efficiency and profitability
- Built and maintained strong supplier relationships
- Sourced reliable vendors and secured favourable contract terms
- Maintained accurate purchasing records and documentation
- Earlier roles available on request or can be shortened depending on job you’re applying for
Education
NVQ Level 2 Qualifications - Customer Service, Business & Administration, Health & Social Care
GCSEs -
Huxlow Science College
Skills
- Operations Management
- Process & Policy Development
- Procurement & Supplier Negotiation
- Customer Escalation Handling
- Compliance & Auditing
- Team Leadership & Training
- Stock & Inventory Management
- Business Support & Coordination
- Strong Communication Skills
- Problem Solving & Decision Making
- Logistics coordination
- Customer relationship management
- Contract negotiation and administration
- Time efficiency
- Customer Service
References
References available upon request.
Timeline
Operations Support Manager
Sunbelt Rentals
2025.12 - 2026.03
Service Centre Manager
Sunbelt Rentals
2023.07 - 2025.12
Hire Controller
Sunbelt Rentals
2021.03 - 2023.07
Purchasing Officer
Kier Construction
2017.09 - 2021.03
NVQ Level 2 Qualifications - Customer Service, Business & Administration, Health & Social Care
GCSEs -
Huxlow Science College