Sophia Mahmood

• Travelled to Tanzania for 3 months, visiting local villages and tribes to feed the homeless and provide essentials to the village orphanages.
• Relocated to Stockport, bought and renovated my new home,
• Spent much needed quality time with family, specifically my grandmother, who had been diagnosed with terminal pancreatic cancer in January 2023. She sadly passed away in June 2023.

• Performance management of a new start up in our Employability division, reporting to the Regional Manager.
• Production and analysis of all performance data, tracking and documenting metrics and evaluating trends to inform future strategies.
• Produced daily, weekly and monthly reports to increase team productivity, including a monthly staff newsletter.
• Set team goals and tracked performance to provide feedback and status reports to management. Providing the Operations Director with accurate forecasting and presenting high level performance updates at monthly supply chain meetings..
• Attended service liaison meetings with customer representatives to raise awareness and update policies and strategies
• Designed and rolled out staff performance improvement plans, applying innovative approaches to performance challenges.
• Established and implemented effective training programs to maximise team performance.
• Identified skills and performance gaps to provide resources and additional training.
• Ensured the team achieve performance and delivery standards through monthly performance reviews, coaching time, observations, and relevant personal development activities
• Monitored employee and customer interactions to assess quality of service provided and to identify areas for continuous improvement- Providing customer feedback to internal teams and developers to improve products and services.
• Observed performance of hardware and software to maintain functionality and reliability.
• Researched latest information to stay abreast with trends.

• Solely responsible for the set up and mobilisation of the first APM NCS Contact Centre
• Creation of new process and policy documents in line with contractual requirements
• Responsible for setting KPIs in line with contractual KPIs from both a quality and performance perspective
• Lead on implementing contractual performance improvement plans
• Recruitment, mobilisation, management, training, and ongoing coaching of up to 50 staff members – permanent and temporary.
• Working to project plans, analysing data, reporting on any risks and improvement areas
• Liaising and reporting back to commissioners, supply chain partners and SLT
• Aided senior leadership by recommending corrective actions and improvements to company operations.
• Led overall direction, coordination and evaluation of department functions.
• Increased department profitability by reducing operations costs.
• Drove performance while managing and maintaining customer expectations, quality standards and SLAs.
• Worked constructively with sales team generating new business opportunities and supporting company growth.
• Partnered with internal teams to develop new operating opportunities to enhance service delivery.

Law, Psychology, Sociology