Summary
Overview
Work history
Education
Skills
References
Timeline
OperationsManager

Sara Connolly

Motherwell

Summary

Strategic operational leader and planner with strong background improving performance, productivity, efficiency and profitability of departmental and organisational operations. Practiced in providing assorted teams with support and resources to succeed.

Overview

11
11
years of professional experience
5
5
years of post-secondary education

Work history

Operations Manager

Ascensos
Motherwell
02.2021 - Current
  • Aided senior leadership by recommending corrective actions and improvements to company operations.
  • Managed and motivated high-performing teams for successful KPI attainment.
  • Cultivated continuous improvement environment, routinely identifying and addressing training needs to drive staff development.
  • Designed and implemented training to further develop staff based on business goals.
  • Strategically scheduled and managed 225 FTE, maintaining high-performing business operations.
  • Developed, recommended and implemented strategies to improve employee work quality and speed.
  • Analysed financial data to track and achieve budget targets.
  • Noted employee absences and grievances, and improved team development and performance with right training.
  • Reduced costs and improved operations by analysing processes and customer feedback.
  • Streamlined processes to improve and optimise office operations.
  • Analysed operations data to identify process gaps and successfully implement change.
  • Delivered KPI targets and improvements on consistent basis through excellent leadership.
  • Conducted periodic performance reviews for direct reports.

Senior Team Manager

Ascensos
Motherwell
01.2020 - 01.2021
  • Motivated individuals and groups to achieve positive results against set goals.
  • Consistently applied effective, innovative coaching methods to meet and exceed team needs.
  • Developed trusted rapport with teams and individuals to understand strengths, weaknesses and motivations.
  • Successfully delivered on tasks within tight deadlines.
  • Offered friendly, efficient customer service and handled challenging situations with ease.
  • Analysed data and information to identify issues and create tailored solutions.

Team Manager

Ascensos
Motherwell
03.2018 - 12.2019
  • Addressed customer issues with compassion and professionalism, ensuring swift, successful resolution.
  • Applied expertise in team leadership to address productivity and performance issues, motivating staff to achieve KPIs.
  • Assessed knowledge and skills gaps, creating opportunities for improvement.
  • Conducted periodic performance reviews for direct reports.
  • Developed and implemented strategic company objectives, measuring progress against KPIs.
  • Delivered KPI targets and improvements on consistent basis through excellent leadership.

Operations Trainer

Ascensos
Motherwell/Isle of Wight
08.2016 - 03.2018
  • Developed first training material for Wickes & KFC company.
  • Developed individual learning plans for continued training.
  • Managed teams by overseeing hiring, training and professional growth of employees.
  • Monitored employee progress, offering feedback to management on additional training requirements.
  • Completed ongoing staff training sessions.
  • Offered friendly, efficient customer service and handled challenging situations with ease.





Customer Service Advisor

Ascensos
Motherwell
10.2014 - 08.2016
  • Investigated customer issues to find acceptable conclusion and prevent recurrence.
  • Expressed care, patience and empathy when handling customer interactions for personalised experience.
  • Exceeded KPI targets when providing customer support via phone, email and chat.
  • Employed active listening and product expertise to successfully resolve inbound queries.
  • Recorded customer communications to maintain proper documentation.
  • Increased revenue by upselling and recommending products.
  • Recorded and processed customer data accurately.

Sales Assistant

Semi Chem
Motherwell, North Lanarkshire
09.2013 - 08.2014
  • Maintained accurate records to track cash handling activities.
  • Monitored display stock levels, replenishing for consistently well-stocked sales floor.
  • Fostered positive relationships with customers to enhance loyalty and retention.
  • Carried out active selling from initial customer greeting.
  • Provided service with a smile, offering courteous, helpful advice to best meet customer needs.

Education

Certificate of Higher Education - English

Dalziel High School
North Lanarkshire
08.2008 - 08.2013

Scottish Qualifications Certificate - Mathematics

Dalziel High School
North Lanarkshire

Scottish Qualifications Certificate - Biology

Dalziel High School
North Lanarkshire

Scottish Qualifications Certificate - Chemistry

Dalziel High School
North Lanarkshire

Skills

  • Relationship building
  • Department management
  • Productivity improvement specialist
  • Process improvement strategies
  • Financial risk analysis
  • Resource planning and allocation
  • Change management
  • Leadership
  • Communication skills
  • Problem-solving
  • Time management
  • Customer-focused

References

References available upon request.

Timeline

Operations Manager

Ascensos
02.2021 - Current

Senior Team Manager

Ascensos
01.2020 - 01.2021

Team Manager

Ascensos
03.2018 - 12.2019

Operations Trainer

Ascensos
08.2016 - 03.2018

Customer Service Advisor

Ascensos
10.2014 - 08.2016

Sales Assistant

Semi Chem
09.2013 - 08.2014

Certificate of Higher Education - English

Dalziel High School
08.2008 - 08.2013

Scottish Qualifications Certificate - Mathematics

Dalziel High School

Scottish Qualifications Certificate - Biology

Dalziel High School

Scottish Qualifications Certificate - Chemistry

Dalziel High School

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