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Loraine Pointer
T: 07762 323248 E: lorainepointer@outlook.com
loraine-pointer-82b79614
A: Tonbridge, Kent, TN10 3EJ
PROFILE
I am an operational manager with a wealth of experience in facilities and asset management, all aspects of office management, sales and
customer service. Having worked in both SMEs and large corporate international companies I can offer prospective employers complete
flexibility. My key skills and experience are listed below. A “people person” I am able to cultivate working relationships with colleagues,
customers and suppliers at all levels. I am highly organised, dependable, loyal, committed, a problem-solver and an ideas generator. I am
looking for an exciting new role and would be available for an immediate start.
EXPERIENCE:
Facilities/Asset Management: Office Management: Sales/Customer service:
 IAM Asset Management certification  Business Management System (BMS)
administration/compliance
 Retail management
 Commercial property management  HR/Line management  Account management
 Residential property management  Supplier procurement/management  Sales person
 Budget management – Capex,
overheads
 HSE management/risk assessment  Sales planning & forecasting
 Solicitor liaison ( leases, property
issues)
 Internal auditing  International shipping – Advanced
letter of credit trained
 PM – office moves, refurbishments,
construction
 Event management  Stock planning & control
 Utilities management – cost analysis,
supplier comparison
 Documentation management  Sales target accountability
 Service supplier agreement
management
 Systems administration  Sales event management
 Office security management  Office management – administration
& services
 VIP & HNWI customer service skills
 Risk assessment scheduling &
execution
 PA/Business support  Coordination of retailer bonus
schemes & incentives
 Security check monitoring  Reporting & presentation to Board
level
 Development of retailer standards
compliance framework & KPIs
 Change management  Operational policy & procedure
development & implementation
 International order coordination
 Presentation planning & execution  Trade show stand host
 Disaster recovery planning &
maintenance
 Sales reporting to Board level
 Corporate Social Responsibility
management
 Sales business model development
and implementation
 Finance – budget management,
accounts receivable controlling &
payables
 Sales team training presentations
TRAINING
 The Institute of Asset Management (IAM) certificate in Asset Management – Asset Management Academy
 Management Development Programme – HKew Limited
o Myers Briggs Type Indicator training, financials & business, communication, people management, motivation, leadership
 Advanced Level Microsoft Word - Souters
 Advanced Level Microsoft Outlook - Souters
 Intermediate Level Microsoft Excel – The Training Company
 Executive Personal Assistant Course (distinction) – Souters
 Advanced Letter of Credit course
 Project Management – Project Consulting Limited

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EMPLOYMENT
(Company names contain hyperlinks to websites where available)
Jee Limited, Tonbridge November 2012 to February 2016
Office & Facilities Manager
Reporting to the Managing Director and Finance Director, I was responsible for the management and supervision of the administration team,
facilities services and operations, the smooth running of all Jee Limited’s commercial and residential properties and their related financial
budgets and office projects from planning to implementation. Additionally, I was involved in the company’s Health and Safety, Business
Management System and Internal Auditing functions, was Personal Assistant to the Managing Director and generally provided business support
to the Leadership Team as required.
Achievements:
 Property management of 3 commercial sites in Aberdeen, London & Tonbridge
 Managed a budget of £390K
 Project managed two office moves and office refurbishments and facility construction
 Attended an Asset Management Course & achieved Institute of Asset Management certification
 Property managed 16 residential properties & communal areas, chaired the annual residents’ AGM & set the annual budget
 Carried out utilities cost analysis and achieved overheads savings
 Managed all facilities issues and services
 Carried out the role of Health and Safety representative, HSE point of contact for staff, issued minutes for the regular HSE meetings,
managed risk assessments, carried out HSE staff inductions, sourced and implemented HSE training for all staff. Worked to achieve
Jee’s HSE annual targets & issued progress reports
 As part of an internal audit team I planned, carried out and reported findings on several divisional internal audits per year
 Line managed the Administration team carrying out recruitment, probation monitoring, appraisals, and providing guidance and
training
 Performed company HR support through carrying out interviews and exit interviews and providing references as required
 Maintained the Company’s Business Management System (BMS) – analysed procedure compliance to standards ISO 9001, 14001,
18001, created process maps, supported external audits by the DNV certification company, maintained the BMS on the Company’s
intranet
 Managed and controlled the creation and amendments to the suite of documentation templates
 Member of the management ‘Disaster Recovery’ Team
London Organising Committee of the Olympic & Paralympic Games Ltd (LOCOG) May to September 2012
Athletes’ Village Welcome Centre Group Leader
As Welcome Centre Group Leader within the Village Management Team, my role was primarily to ensure that all the athletes and officials
attending the 2012 Olympic and Paralympic Games received a warm and professional greeting upon arrival to the Athletes’ Village, expedite
their progress through security, accreditation and transport procedures as smoothly as possible, facilitate and coordinate processes for all in-
house function areas and liaise with all village function areas in resolving any issues that arose. The role required the management of 10 Team
Leaders and 32 Volunteers to carry out these tasks and keep them motivated and engaged whilst the Welcome Centre operated 24 hours a day,
7 days a week for the duration of the Games.
Achievements:
 Provided leadership, consistency and motivation to both the Team Leader and Volunteer teams
 Ensured all Welcome Centre Team members and supporting function area staff complied with agreed LOCOG service levels,
operational requirements and standards by constantly monitoring operations
 Assisted the Welcome Centre Manager in the development of detailed operating plans and procedures for the Welcome Centre
 Developed and implemented training programmes for 10 paid and 32 volunteer staff
 Devised the roster for all Welcome Centre volunteers and was the key point of contact for all leading up to the games
 Managed the daily operations and servicing of the Welcome centre facility to ensure operations ran smoothly
 Liaised with all function areas in the village to ensure outstanding service and to identify and resolve any issues
 Chaired daily Welcome Centre Function Area meetings, collated reporting data and sent daily report to the Senior Village
Management Team
 Identified and resolved any issues or concerns as timely and efficiently as possible and escalated any issues as necessary
 Organised social and team building events
 Assisted in the ‘wrap up’ procedures and activities at the Welcome Centre at the finish of the Games
Temporary Office Management and Administration November 2011 to May 2012
Whilst going through the recruitment process for the London 2012 Olympic and Paralympic games I carried out two temporary roles, firstly a
two month position with “Wowlaw Solicitors” producing commercial law documentation and a three month role as office administrator with
Jee Limited.

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Artique Galleries, Royal Tunbridge Wells August 2009 to October 2011
Gallery Manager
I managed the Artique fine art gallery in Tunbridge Wells retailing artwork by award-winning international artists with responsibilities to achieve
sales targets, recruit, train and manage employees, stock planning and control, maintain company standards and ethos, establish working
relationships with suppliers, organise and host artist exhibitions and events, develop and execute marketing strategies.
Achievements:
 Increased Gallery profit and turnover over the two consecutive financial years
 Organised and hosted twelve artist events
 Improved operational processes and introduced new point of sale, materials and media coverage.
Rolls-Royce Motor Cars Limited, Chichester July 2002 to April 2009
I worked at the newly formed Rolls-Royce Motor Cars Limited, owned by the BMW Group from 2002. During this time I worked in the Finance,
Sales Operations and Aftersales departments. A key challenge in each of my four roles was to define and implement new processes, procedures
and systems within sales and finance infrastructures.
Compliance Manager 2007 - April 2009
Reporting to the Aftersales General Manager, I completed an eighteen-month compliance and project management role for the department. I
also attended a Project Management course with Project Consulting Limited.
Achievements:
 Developed standards compliance framework
 Defined global aftersales policies and procedures and KPI’s providing reference to UK and global Aftersales
 In collaboration with the legal department and Aftersales Heads Of Department reviewed and identified improvements to aftersales
SLA’s, Dealer Bonus and Incentive schemes
 Coordinated the creation of documentation defining targets and future strategies of Rolls-Royce Aftersales services together with
annual departmental budget documentation
 Managed the Customer Relationship Management survey analysis programme
 Managed a ‘Business Risk Assessment’ project for Sales, Marketing and Aftersales departments as part of full company assessment
Sales Planning and Controlling Manager 2006 – 2007
My role was to plan the global production share and priority build of the annual motor car production, produce global sales forecasts and report
Company sales results to the Roll-Royce and BMW Board.
Achievements:
 Defined and managed the production sales plan to support the company in achieving wholesale and retail targets
 Analysed sales and production data to provide five year forecasting plans of present and future vehicle models
 Chaired the monthly Sales Operations and Planning Meetings presenting monthly sales figures and review of the current global Rolls-
Royce sales climate to the Heads of Department and the Managing Director
Sales Support Manager 2004 – 2006
Reporting to the Sales Operations General Manager, I coordinated the order process of all Rolls-Royce motorcars sold to Asia Pacific & Australia.
Achievements:
 Ensured all APAC motor car orders were created accurately and on time by managing the full order process Central liaison role
between the Dealers, the Regional Director, Manufacturing departments, Bespoke Design team, Logistics and Finance
 Supported the Regional Director and Sales Management team to resolve regional issues related to legal and business model
agreements
 Represented Rolls Royce in the Far East and Australia, carrying out in-country training with all APAC Rolls Royce Dealers
 Responsible for training all new team members
 Hosted VIP customer visits to the Rolls-Royce Headquarters
 Supported Marketing in the launch of the Phantom at the British Motor Show and Goodwood Festival of Speed by presenting the
motor car to the General Public
Accounts Receivable Supervisor 2002 - 2004
Reporting to the Accounting General Manager, I created and established the new Rolls-Royce Accounts Receivable function.
Achievements included:
 Defined and created the Accounts Receivable job description, processes and procedures
 Established a business relationship with Deutsche Bank and negotiated service agreements between the Bank and Rolls-Royce
 Ensured all Rolls-Royce Dealers had secure payment terms in place as appropriate to the risk levels of their country to prevent
company financial risk
 Appointed member of the Company’s staff committee, attending meetings with representatives from all divisions of Rolls Royce

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Healthcare Technology (Cardiosport) Limited, Chichester March 2001 to July 2002
Team Leader, World Sales Department
Healthcare Technology Limited manufactures fitness heart rate monitors under the branding of ‘Cardiosport’. I managed the UK customer
service and warehouse staff with responsibility for the delivery and export of wholesale and retail sales orders, sales forecasts, manufacture
planning and importation of stock from the Company’s manufacturing plant.
ICI Agrochemicals (name change to Zeneca 1994 & Syngenta 2000), Haslemere 1988 to 1999
ICI Agrochemicals, now Syngenta, is a world-leading manufacturer of Herbicides, Fungicides, Pesticides and Insecticides. I worked within the
European Technical Product team and the Asia Pacific Sales Team.
Customer Service Manager/Customer Service Assistant 1994-1999
International ‘deep sea’ export order handling and documentation against letters of credit.
Personal Assistant to Finance Manager/Secretary to European Technical Manager & Team 1988-1994
EDUCATION
BTEC National Diploma in Business and Travel & Tourism - Northbrook College of Technology, Worthing 1984 – 1986
6 ‘O’ Levels & 2 C.S.E.s, RSA Typewriting stage 1 & II – Chichester High School for Girls 1979 – 1984