1. A proud enthusiastic and dedicated person with a track record for evolving to the ever-changing business needs. This has
been through a variety of roles leading up to the current position of Operations Manager.
Excellent communication, and organisational skills are key transferable assets along with varied experience working within
both large and small teams. Good people skills allow me to have very positive business relations with clients who know
they can rely on me to deliver as promised or to keep them informed of progress.
Always taking pride in everything I do both in and outside of work.
Employment History
21st
Century Technical Solutions Ltd (21st
Century PLC) – October 1990 – Present.
[Please note: company has been trading as Sextons/Toad/TG21/21st
Century]
Operations Manager – Sept 2010 - Present
• Manage short and long-term organizational planning and strategy as a member of the management team
• Oversee a team of 20 staff both office and field based doing roles from administration to field Engineers.
• Look after recruitment, training, staff evaluations and when required disciplinary action in line with company
policies.
• Improve the operational systems, processes and policies in support of organizations mission -- specifically, support
better management reporting, information flow, business process and organizational planning.
• Set up and Manage delivery of Projects within budget both in the UK and Europe.
• Scheduling installations and service calls to meet agreed SLA’s.
• Oversees reporting on service calls to senior Management and client.
• Produce performance reports for key customers for example: Arriva and First Group.
• Work with Transport for London reporting (i-bus)to meet SLA for our clients.
• Analyse Service calls and audits to constantly maintain or improve standards of service.
• Over see the Stock for orders, issued stock locations and queries for stock requirements.
• Financial responsibilities include: Manage the order book and provide the Board of Directors with monthly and
quarterly forecast figures. Oversee monthly and quarterly assessments and forecasts of organization's financial
performance against budget, financial and operational goals.
• Authorise expenditure for hotel accommodation and travel expenses of the operations team, and hold a company
credit card.
• Work with Sales Account Manager’s to deliver the expected services to the client.
• Liaise with the technical team to ensure the team have all the information to deliver first class service.
• Manage customer complaints, including review the outcome to see where performance can be improved.
• Review the field based staff utilization to maintain coverage and improve efficiency.
• Implement processes to ensure Health and safety and efficiency are balanced within the team.
Mrs Sarah Johnson
73 New Barns Avenue
Mitcham
Surrey
CR4 1LJ
Tel: 07495 034212
E-mail: sarahlj2710@yahoo.com
2. Previous roles within the same group include:
Senior Operations Administrator - April 2010 – Sept 2010
Senior Administrator - Jan 2008 – April 2010
Team Managers Co-Ordinator - May 2005 - Jan 2008
Administrator Supervisor - June 2002 – May 2005
Data Administrator – Jan 2001 – June 2002
Customer Service Advisor – Sept 2000 – Jan 2001
Stock Controller May 1995 – Sept 2000
Data Input Oct 1990 – May 1995
Education and Training
• Microsoft word
• Microsoft Outlook
• Microsoft Excel
• PowerPoint
• One Office
• Dataease.
• First Aid.
• Brunel University course for Youth Work
• CSE grades: English, Maths and Art grade 1 & History and Geography grade 2
Personal information
Married with 2 children I love to spend time socialising with my family and friends. I regularly organise social get togethers
and events, taking advantage of my organisational skills. On weekends or spare time I take an active role in the children’s
activity, such as: Football and BMX clubs.
At home I also enjoy listening to music and staying on touch with friends online.
References
These are available on request.
Respectfully please note references are not to be requested from my current employer before I give permission.
![A proud enthusiastic and dedicated person with a track record for evolving to the ever-changing business needs. This has
been through a variety of roles leading up to the current position of Operations Manager.
Excellent communication, and organisational skills are key transferable assets along with varied experience working within
both large and small teams. Good people skills allow me to have very positive business relations with clients who know
they can rely on me to deliver as promised or to keep them informed of progress.
Always taking pride in everything I do both in and outside of work.
Employment History
21st
Century Technical Solutions Ltd (21st
Century PLC) – October 1990 – Present.
[Please note: company has been trading as Sextons/Toad/TG21/21st
Century]
Operations Manager – Sept 2010 - Present
• Manage short and long-term organizational planning and strategy as a member of the management team
• Oversee a team of 20 staff both office and field based doing roles from administration to field Engineers.
• Look after recruitment, training, staff evaluations and when required disciplinary action in line with company
policies.
• Improve the operational systems, processes and policies in support of organizations mission -- specifically, support
better management reporting, information flow, business process and organizational planning.
• Set up and Manage delivery of Projects within budget both in the UK and Europe.
• Scheduling installations and service calls to meet agreed SLA’s.
• Oversees reporting on service calls to senior Management and client.
• Produce performance reports for key customers for example: Arriva and First Group.
• Work with Transport for London reporting (i-bus)to meet SLA for our clients.
• Analyse Service calls and audits to constantly maintain or improve standards of service.
• Over see the Stock for orders, issued stock locations and queries for stock requirements.
• Financial responsibilities include: Manage the order book and provide the Board of Directors with monthly and
quarterly forecast figures. Oversee monthly and quarterly assessments and forecasts of organization's financial
performance against budget, financial and operational goals.
• Authorise expenditure for hotel accommodation and travel expenses of the operations team, and hold a company
credit card.
• Work with Sales Account Manager’s to deliver the expected services to the client.
• Liaise with the technical team to ensure the team have all the information to deliver first class service.
• Manage customer complaints, including review the outcome to see where performance can be improved.
• Review the field based staff utilization to maintain coverage and improve efficiency.
• Implement processes to ensure Health and safety and efficiency are balanced within the team.
Mrs Sarah Johnson
73 New Barns Avenue
Mitcham
Surrey
CR4 1LJ
Tel: 07495 034212
E-mail: sarahlj2710@yahoo.com](https://image.slidesharecdn.com/23a4d47b-2e4d-4a9e-8716-9c9bc0c3273c-160628212420/85/MY-C-V-1-320.jpg)
