sharon foy
Loughton,Essex
Summary
Seasoned Operations Manager and talented leader with 30 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Enthusiastic individual with Strong relationship-building skills and emotional intelligence. History of achieving positive results in collaboration with multidisciplinary team.
Overview
24
24
years of professional experience
Work history
Performance manager
DHL Life Sciences
enfield, London
02.2021 - Current
- Collated performance data to create reports and dashboards identifying weaknesses and opportunities.
- Reported on service-level agreement adherence and raised areas requiring improvement action.
- Performed root cause analysis to identify key issues and proactively address concerns.
- Improved patient experiences and journeys through targeted research and analysis.
- Established positive relationships with clients by going extra mile to build rapport.
- Increased employee engagement at base as well as off site colleagues
- Built strong relationships with Patient Forum representatives and initiated and produced a monthly newsletter for the specialised Dialysis units.
Continuous improvement manager
DHL Supply Chain
London Gatwick Airport , West Sussex
08.2017 - 05.2021
- Reviewed KPI and SLA performance and suggested actionable improvements for underperforming areas.
- Operational lead in 4 successful start ups. LGW groundhandling - LGW Cabin Cleaning - L:HR Cabin Cleaning - BRS groundhandling
- Instructed employees in company policies and procedures, maximising compliance and consistency.
- Demonstrated excellent leadership, customer relations and communication skills to liaise efficiently with all project stakeholders.
- 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 to fuel improvement.
- Identified project blockers and acted as driver to overcome obstacles and achieve deadlines.
Customer Standards manager
Menzies Aviation
UK , UK
01.2015 - 08.2017
- Cultivated environment to encourage continual process improvements.
- Engaged with external stakeholders to facilitate development and delivery of key customer initiatives.
- Collaborated with staff members to enhance customer service experience and exceed client satisfaction rate targets.
- Liaised between customers and internal departments to address and resolve customer service concerns.
- Developed training programmes in line with the customers requirements increasing customer satisfaction scores
- Developed and trained a new process to enhance and increase productivity in boarding processes
- Multisite visits/audits ensured that the customers exacting standards were consistent across every airport
- Increased revenue at all sites in line with customer requirements
Service Delivery Manager
Menzies Aviation
Stansted/Luton Airports, Essex/Bedfordshire
03.2000 - 01.2015
- Collaborated with management to develop and implement Key Performance Indicators, improving productivity and growth in line with key business objectives.
- Led a team to deliver a customer led trial , due to my feedback the results of which were then used as a Standard Operating Process by the customer throughout their entire network.
- Upheld service compliance, verifying provided services were thoroughly documented, audited and regularly improved upon.
- Drove continuous improvement, analysing customer feedback to identify trends and gaps in service offering.
- Managed relationships and performance of external suppliers and required resources.
- Assessed staff and team performance and regularly actioned insights to fuel improvement.
- Achieved 0 findings in customer audits at the Stansted/Luton during my tenures
- Optimised team structure, aligning responsibilities with performance measures and metrics to establish audit success.
- Conducted reviews to gauge performance and process adherence.
Skills
- Excellent Communicator
- Engagement & People management
- Critical Thinking
- Operational support
- Contract management
- Service level reporting
- Client relationship management
- Transition and change management
- Service improvement strategies
Timeline
Performance manager
DHL Life Sciences
02.2021 - Current
Continuous improvement manager
DHL Supply Chain
08.2017 - 05.2021
Customer Standards manager
Menzies Aviation
01.2015 - 08.2017
Service Delivery Manager
Menzies Aviation
03.2000 - 01.2015
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