Summary
Overview
Work history
Education
Skills
Custom
Affiliations
Timeline
Generic

Tammy Curry

Letchworth Garden City,Hertfordshire

Summary

Accomplished professional with extensive expertise in multi-site team management and intense change management. Demonstrates leadership excellence and accountability, with a strong focus on diversity and inclusion advocacy. Proven track record in crisis handling, stakeholder management, and mentoring and coaching. Skilled in operational management, health and safety compliance, and relationship management. Adept at business re-engineering through systems thinking, with proficiency in I.T. & Telephony systems and service management. Committed to driving performance through effective resource allocation and interdepartmental liaison, while maintaining resilience and adaptability in dynamic environments.

Overview

18
18
years of professional experience
2017
2017
years of post-secondary education

Work history

Area Manager

Clarion Response
11.2023 - Current
  • Promoted positive work environment, boosting employee retention rates.
  • Fostered culture of continuous improvement within team and area.
  • Liaised with senior management to discuss operational updates and enhancements.
  • Facilitated collaboration among multiple teams to enhance communication.
  • Established robust relationships with key stakeholders to support area improvements.
  • Handled crises promptly, minimising potential risks or damages.
  • Implemented new strategies for task delegation, improving team efficiency.
  • Upskilled staff through targeted training, enhancing overall team capabilities.

Service Delivery Manager

Clarion Response Ltd
03.2018 - 07.2025
  • Management of the 5 Resource Planner teams across multi sites consisting of 32 planners and 5 Team Leaders, ensuring that all personnel are developed to optimise organisation work flow.
  • Managed a team of 5 Team Leaders to plan and deliver activities that constantly met and exceeded SLAs.
  • Oversaw change management initiatives and training, ensuring smooth transitions during organisational restructuring periods.
  • Developed and updated internal guidelines.
  • Established performance metrics for insightful assessment of team productivity and efficacy.
  • Monitor KPI’s identifying area’s for improvement and implementing change
  • Implemented and monitored process change through awareness, training and communication within both the planning department and contact centre, ensuring collaborative working relations.
  • Coordinated with multiple stakeholders, ensuring alignment of goals and objectives across departments.
  • Facilitated effective communication channels, promoting transparency and collaboration at all levels.
  • Designed training programmes for staff development and skill enhancement.
  • Managed large-scale projects, ensuring timely completion. Improved process efficiency with the implementation of innovative solutions including the design of the new CFS planning function and the implementation of the LCDM Planning team
  • Streamlined service delivery processes for enhanced organisational and resident satisfaction.
  • Fostered strong team dynamics to ensure seamless service delivery.
  • Elevated customer experience through proactive issue resolution and prompt response times.
  • Instilled a culture of continuous improvement within the team.

  • Supervised and evaluated employee performance, providing construction feedback and identifying staff talent.


  • Oversaw workforce recruitment and development processes to guarantee service excellence.
  • Mentored and manage staff to be fully conversant with organisational requirements
  • Collaborative working with Regional Directors to actively reduce WIP by identifying future regional activity and effectively plan for these
  • Building great relationships with key stakeholders including resident committees
  • Ensuring all staff embrace and live the Clarion culture ‘The Clarion Way’ by leading, educating and acting on the four key areas ‘Shared Purpose’ Clear Leadership’ Personally Responsibly’ ‘Focused on our Customers’
  • Successfully introduced new and improved process and ways of working across multi site planning function
  • Created cohesive and collaborative working with the contact centre
  • Defined and implemented business strategy for contact centre (process, procedures and training plans, staff induction programme).
  • Recruited and trained multi site planning team staff installing a customer-focused culture.
  • Improved team performance within failing regions maintaining all other areas
  • Successfully absorbed Connect Midlands operations into North Region
  • Drove continuous improvement, analysing customer feedback to identify trends and gaps in service offering by monitoring customer satisfaction feedback regularly, identifying areas of improvement and sharing with team.
  • When needed, manage customers that may require additional or specific services over and above those normally provided by Clarion.

Resource Manager

Clarion Response Ltd
04.2016 - 03.2018
  • Managed the Resource Planner team ensuring that all personnel were developed to optimise area work flow
  • Monitored KPI’s identifying area’s for improvement and implementing change
  • Implemented and monitored process change through awareness, training and communication within both the planning department and contact centre, ensuring collaborative working relations.
  • Mentored and managed staff to be fully conversant with client and business requirements
  • Worked collaboratively with operations to actively reduce WIP by identifying future regional activity and effectively planing for these
  • Ensuring all staff embrace and live the Clarion culture ‘The Clarion Way’ by leading, educating and acting on the four key areas ‘Shared Purpose’ Clear Leadership’ Personally Responsibly’ ‘Focused on our Customers’
  • Actively drove the WIP reduction to 900 nationally
  • Successfully embedded Servitor and new DRS system into planning
  • Created cohesive and collaborative working with the contact centre
  • Defined and implemented business strategy for contact centre (process, procedures and training plans, staff induction programme).
  • Recruited and trained planning team staff instilling a customer-focused culture.
  • Defined and implemented process for monitoring KPIs and SLAs.

Customer Service Manager

Clarion Response Ltd
09.2007 - 04.2016
  • Management of the Contracts Administrators team ensuring that all personnel were developed to handle technical queries from clients and their residents.
  • Defined and monitored Service Level Agreements (SLA’s)
  • Developed and implemented process and procedures as required to exceed client expectations.
  • Defined requirements for new telephone system.
  • Project managed the vendor selection and implementation of new call centre telephone system.
  • Recruited and trained call centre and planning team staff installing a customer-focused culture
  • Defined and implemented business strategy for contact centre (process, procedures and training plans, staff induction programme).
  • Negotiated contractual arrangements, administered and managed the responsive repairs out of hour’s service for internal and external clients.
  • Implemented and monitored process change through awareness, training and communication.
  • Mentored and managed staff to be fully conversant with clients requirements, developing comprehensive knowledge of all service areas provided by CBS and ensuring appropriate solutions are within acceptable practises.
  • Business lead in developing computer systems to record customer and service data and provide management reports and service level updates to customers via workshops and face-to-face customer support clinics.
  • When needed, managed customers that may require additional of specific services over and above those normally provided by Clarion.
  • Rostered working patterns to ensure appropriate cover is maintained
  • Managed the Learning and Development of all staff ensuring the training programme remains fit for purpose and meets the business objectives.
  • Lead on all customer interaction and continually improved satisfaction from surveys through to improvement plans
  • Successfully embedded Servitor and new DRS system into planning
  • Created cohesive and collaborative working with the HA contact centre
  • Identified the need for and created the Customer Engagement team to include BITC and Responsible Business, becoming the glue between the customer and organisation
  • Defined and implemented process for monitoring KPIs and SLAs.
  • Business lead in implementing system thinking Ideology.
  • Implemented an agreed 360 degree feedback mechanism from staff forum.
  • Worked with Board of Directors in the submission for Investment in People for CBS and develop the status to Gold Award.
  • Developed the national training program, including succession planning
  • Created alongside training partners, a program of upskilling operatives to become Multi Skilled nationally
  • Facilitate and chair customer and staff liaison meetings in CBS branches and at client locations.
  • Created a business QA team looking at removing waste and creating efficiencies
  • Member of the group Mosaic team (Diversity and Inclusion)

Education

Leadership in Action (LIA) L4 certificate -

Marlborough Management
City of London

Leadership in Management (LIM) Accredited - undefined

HND in Business Administration - undefined

Skills

  • Multi-site team management
  • Change management
  • Accountability and responsibility
  • Diversity and inclusion
  • Leadership
  • Crisis management
  • Stakeholder engagement
  • Mentoring and coaching
  • Cost control
  • Planning and brainstorming
  • Operational oversight
  • Health and safety compliance
  • Interpersonal communication
  • Relationship management
  • Employee supervision
  • Territory oversight
  • Performance management
  • Resource management
  • Customer relationship management
  • Business re-engineering
  • IT and telephony management
  • Resource allocation expertise
  • Interdepartmental liaison
  • Resilience and adaptability

Custom

  • Mary Gober, Psychology of Service
  • Equality and Diversity
  • Systems Thinking & Facilitating
  • Resolving Conflict
  • Train the Trainer
  • Public Speaking and Presenting
  • Microsoft Office
  • Assertiveness Training
  • Repair diagnostic skills

Affiliations

  • Reading
  • Keeping Fit
  • History
  • Volunteering

Timeline

Area Manager

Clarion Response
11.2023 - Current

Service Delivery Manager

Clarion Response Ltd
03.2018 - 07.2025

Resource Manager

Clarion Response Ltd
04.2016 - 03.2018

Customer Service Manager

Clarion Response Ltd
09.2007 - 04.2016

Leadership in Management (LIM) Accredited - undefined

HND in Business Administration - undefined

Leadership in Action (LIA) L4 certificate -

Marlborough Management

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Tammy Curry