Tracey Parkinson
Goole,East Yorkshire
Summary
High energy Manager who is successful at building and leading dynamic teams to deliver change. Experienced in managing complex organisations with multiple aspects of safety compliance and revenue demands. Energetic and creative with excellent personal skills, with the focus to encourage and inspire the next generation of volunteers / employees to get involved with heritage. Transforms teams to deliver financial returns and challenges the norm.
Overview
22
22
years of professional experience
5
5
years of post-secondary education
Work history
General Manager
East Lancashire Railway
Bury, Greater Manchester
2017.07 - Current
- 6 years leading Charitable organisation that attracts 140,000 visitors annually and turns over £4.5m in revenue.
- Understand the needs in achieving Charitable objectives and diversifying revenue streams to support the work of the Charity.
- Worked effectively with the Board in fundamental changes to support the organisation through restructuring, safety culture, business diversification and people strategies.
- Lead the change in safety culture through training, challenge and team initiatives.
- Lead and delivered business strategy to drive revenue and operational efficiencies.
- Managed the Charity through COVID 19 with grant applications, protection of revenue, furlough of employees and provision to re-open in a healthy financial position.
- Transformed the organisations web sales platform, target audiences and marketing portfolio.
- Tracked KPIs to drive revenue and target delivery.
- Managed high-performing teams to deliver quality customer service, focus on the quality of the product and deliver excellence in our events and activities.
- Increased revenue streams by reducing costs, managing timetables for operating and seeking alternative revenue streams that are sympathetic to the organisations Charitable objectives.
- Empowered staff members to contribute to continuous improvement, quality and growth of company.
- Implemented effective customer service procedures to encourage positive feedback.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Analysed accounting and financial data to get holistic view of company financial health.
- Scheduled regular team meetings to discuss business updates, issues and recommendations.
- Developed and implemented budgetary and resource allocation plans.
- Resolved internal staff conflicts to mutual benefits of all parties involved.
- Prepared and reviewed procedural documents for daily operations.
- Set policies and processes outlining expectations on employee behaviour at every level.
General Manager
Talyllyn Railway
Tywyn, Gwynedd
2016.05 - 2017.07
- Review of revenue generating activities and implemented change strategies to achieve higher return.
- Embedded HR policies to deliver effective employee management.
- Implemented change in safety priority and culture within the organisation.
- Established regular leadership team meetings and KPIs.
- Focused on the customer value and feedback.
Customer Relationship Manager
Hull Trains
Hull, Kingston upon Hull
2009.03 - 2016.05
- Managed large customer base with the focus on achieving excellence in customer service on and off train.
- Allocated IQA tasks weekly, improving service quality and staff output.
- Achieved average 14 day resolution rate of complex customer service cases.
- Averaged client retention rate of 94% over 6 years.
- Improved customer experience through after-sale service calls, customer service contacts, on train monitoring and evaluation.
- Negotiated and managed customer contracts in compliance with strategic objectives and legal obligations.
- Worked closely with the engineering team to share customer issues and improve the overall customer experience on board the trains.
Information Controller
National Rail Communications Centre
Doncaster, South Yorkshire
2008.03 - 2009.04
UK Operations Manager
Railway Touring Company
Kings Lynn, Norfolk
2007.05 - 2008.03
Rail Operations Manager
National Railway Museum
York, North Yorkshire
2001.05 - 2007.05
Education
Bachelor of Science - Countryside Management
Bishop Burton College
Hull 1994.09 - 1996.06
Higher National Diploma - Rural Studies
Bishop Burton College
Hull 1992.09 - 1994.06
A-Levels - Geography, Biology
Selby College
Selby 1990.09 - 1992.08
GCSEs - Geography, Dual award science, history, art, English literature, English literature
Brayton High School
Selby, North YorkshireSkills
- Stakeholder engagement and relationship management
- IOSH-qualified
- Safety Management System development
- Compliance co-ordinator
- Incident investigation
- Employee policy implementation
- Emergency action plans
- Market development
- Relationship building
- Financial risk analysis
- Cost reduction strategies
- Budgeting and forecasting
- Risk analysis and management
Accomplishments
Heritage Railway Association - Shortlisted for team of the year 2023
Heritage Railway Association - Winner, web development project 2022
Visit Lancashire - Shortlisted for Team of the Year 2023, ELR Santa Specials
Timeline
General Manager
East Lancashire Railway
2017.07 - Current
General Manager
Talyllyn Railway
2016.05 - 2017.07
Customer Relationship Manager
Hull Trains
2009.03 - 2016.05
Information Controller
National Rail Communications Centre
2008.03 - 2009.04
UK Operations Manager
Railway Touring Company
2007.05 - 2008.03
Rail Operations Manager
National Railway Museum
2001.05 - 2007.05
Bachelor of Science - Countryside Management
Bishop Burton College
1994.09 - 1996.06
Higher National Diploma - Rural Studies
Bishop Burton College
1992.09 - 1994.06
A-Levels - Geography, Biology
Selby College
1990.09 - 1992.08
GCSEs - Geography, Dual award science, history, art, English literature, English literature
Brayton High School