Summary
Overview
Work history
Education
Skills
Timeline
Generic

Wayne Jones

Ossett,Wakefield

Summary

Accomplished professional with extensive expertise in stress management, decision-making aptitude, and analytical skills. Demonstrates proficiency in lean principles, effective delegation, multitasking ability, and employee supervision. Adept at records organisation, workflow coordination, progress monitoring, empathy and understanding. Skilled in performance management, Microsoft Office proficiency, performance evaluation, staff training and development, and job coaching. Committed to driving organisational success through strategic planning and continuous improvement.

Experienced Control Room Operator adept at learning new roles quickly and adapting to changing demands. Able to train and mentor new team members on production operations, equipment care and tool use.

Overview

24
24
years of professional experience

Work history

ROC Operator

National Highways
Wakefield, West Yorkshire
01.2019 - 07.2025
  • Managing emergency roadside calls, assisting diverse public in distressing situations.
  • Prioritising deployment of on-road resources to uphold safety standards and clearance targets.
  • Ensured safe and effective resolutions for incidents on motorway network.
  • Set signs and signals promptly, adhering to National Highways KPIs.
  • Accurately logged actions and incident details within IT systems.
  • Utilising CCTV for virtual patrols, identifying and reporting incidents or defects.
  • Provided exceptional customer service, enhancing incident management outcomes.
  • Documented daily operations accurately to support record keeping.
  • Coordinate effectively with police, fire and ambulance services to ensure prompt response.
  • Coordinate effectively with contractors for the timely repairs of the Strategic Road Network

Call Centre Agent

British Gas
Leeds, West Yorkshire
06.2012 - 11.2018
  • Handled high volume of inbound calls, ensuring swift and accurate responses.
  • Achieved City and Guilds qualification in Energy Efficiency to provide expert advice.
  • Coordinated with British Gas departments to arrange tailored support for vulnerable customers.
  • Documented all phone interactions for quality control and record keeping.
  • Resolved conflicts respectfully, enhancing company image and customer trust.
  • Maintained professional demeanour under pressure while addressing sensitive data responsibly.
  • Implemented upselling techniques during calls, generating additional revenue for the company.
  • Enhanced customer satisfaction by promptly resolving complaints and achieving first-call resolution.

Delivery Office Manager

Royal Mail
Batley, Kirklees
01.2002 - 06.2012
  • Progressed from postman to Delivery Office Manager, overseeing efficient mail delivery.
  • Ensured compliance with Universal Service Order while managing office budgets.
  • Resolved employee conflicts through effective mediation techniques.
  • Maintained smooth daily operations by supervising all office tasks.
  • Facilitated staff training sessions to improve productivity and engagement.
  • Conducted regular audits on expenditures, identifying cost-saving opportunities.
  • Updated office policies to align with evolving business needs and regulations.
  • Organised staff holiday schedules to ensure uninterrupted workflow.

Education

A levels and GCSE’s - English, Maths, History, Geography, Combined Science

Batley High School for Boys
Batley, Kirklees

Skills

  • Stress management
  • Decision-making aptitude
  • Analytical skills
  • Lean principles expertise
  • Effective delegation
  • Multitasking ability
  • Employee supervision
  • Records organization
  • Workflow coordination
  • Progress monitoring
  • Empathy and understanding
  • Performance management
  • Microsoft Office proficiency
  • Performance evaluation
  • Staff training and development
  • Job coaching

Timeline

ROC Operator

National Highways
01.2019 - 07.2025

Call Centre Agent

British Gas
06.2012 - 11.2018

Delivery Office Manager

Royal Mail
01.2002 - 06.2012

A levels and GCSE’s - English, Maths, History, Geography, Combined Science

Batley High School for Boys
Wayne Jones