Katy Gulliver is an experienced manager with strong communication, team building, and problem solving skills. She has over 10 years of experience managing branches and implementing contract wins without disruption to customer service. Her most recent role was as a branch manager from 2008 to 2011 where she increased profits, reduced costs, and developed her team. She is seeking a new management position where she can utilize her customer focus, budget management skills, and initiative.

1. KATY GULLIVER
11, New road, Astwood Bank, Redditch, Worcestershire, B96 6AW
Mobile: 07886 673385 E-mail:katyroome@virginmedia.com
Personal Profile
 An experienced, hardworking and successful Manager with proven communication, team building, problem
solving and organizational skills, who works well on their own initiative, as well as been a valuable team
player.
 Highly Customer focused, creating an efficient, friendly environment for both staff and Customers.
 Structured proactive approach to working to deadlines and within tight budgeted cost restraints,
implementing effectual controls to ensure effective management of own area of operation and across the
Region.
 Detailed experience of contract implementations, taking great pride and relishing the challenge of
providing innovative solutions to Customer’s problems.
Career achievements
THE NEVILLARMS – BAR / WAITRESS (part time) Sept 2012 to Nov 2012
MATERNITY LEAVE /FULL TIME MOTHER Dec 2011 to Present
SOLICITORS REGULATION AUTHORITY – ADMINISTRATOR May 2011 to Dec 2011
BUCK & HICKMAN – BRANCH MANAGER, NEWBURY Apr 2008 to May 2011
 To achieve monthly sales, margin and KPI targets.
 Ensure the Customer experience of dealing with Buck and Hickman is of a high quality, delivering on our
service promise consistently to the Customer and generating repeat sales.
 Increased Operating Profit from 3.5% to 10.8% YOY.
 Run the Branch within budgeted staff resource available and identify cost savings to enhance margin where
possible. Reduced staff cost to enhance Operating Profit from £111k to £122K YOY.
 Reduced the overall Branch operating costs from 32.7% to 26.6% of Sales YOY.
 Developing and motivating the staff via Daily and Weekly meetings between External Sales staff and
Assistant Managers to manage, motivate, support and develop individuals within their roles.
 Ensure all internal audit requirements are achieved, including all profit and loss reports, follow all internal
audit procedures daily, weekly and monthly to monitor and control all aspects of the business to maximise
Operating Profit.
 Weekly, monthly PI counts monitored and challenged to ensure all stock is effectively controlled, 6 month
full stock checks in line with internal audit requirements.
 To be aware locally and nationally of all competition activity.
 Troubleshooting as the Regional Directors number 2 to help develop Branches within the Southern Region,
this extends from Northampton to Plymouth and from Dagenham to Swansea, with a further 5 Branches in
between.
 Tooltastic Regional Champion, attending Bi-monthly meetings to present best practice throughout all Trade
Counters, influencing and motivating Directors, Branch Managers and Assistant Managers throughout the
Company to adopt Trade Counter procedures and best practice.
 Implementing and dressing all new Trade Counters and stock profiles over 9 Branches
 Calculate and monitor Regional Trade Counter data on weekly and monthly bases and distribute
1

2. accordingly.
 Organize Trade Counter open days across the Region to maximise profit awareness and Customer footfall.
 Successfully implementing a new ERP computer system with no disruption to sales and Customer service.
 Successfully implemented contract wins without any disruption to Customer service.
 Liaise closely with product Suppliers to maximise market potential.
BUCK & HICKMAN - AREA SALES MANAGER, NEWBURY Nov 2006 to Apr 2008
 Management of a defined area in order to grow sales and profit on a year on year basis and against a defined annual
budget. Annual preparation of the sales and profit budget with the Branch Manager.
 To assume responsibility for named major accounts, both current and prospect and to satisfy the service requirements of
key account sites in their area.
 Initiate customer contact to develop a larger and diverse Customer base, identifying additional opportunities
within the market and building new business relationships increasing sales.
 To convert prospects into regular spending customers and establish a long-term buying relationship and loyalty with
Buck and Hickman.
 Manage the customer life cycle including prospecting, building, developing, maintaining and retaining the account.
Identifying accounts to be reactivated where appropriate. To appropriately plan calls around each stage of the life cycle.
 Develop the customer relationship to optimise sales and profitability of their account. Applying pricing and discounts
where appropriate and advising customers of existing and new products, converting as much business as possible to
coded lines and to Roebuck product in particular.
 Identify and solve Customer problems, identify cost savings and satisfy their needs to ensure we are always their first
choice.
 Achieved 100.68% of annual sales budget.
 Attend weekly and monthly internal and external staff meetings to share best practice with the internal sales force and
other Area Sales Managers and to feedback useful information to the Company including customer contacts, activities of
our competitors and other relevant database information.
BUCK & HICKMAN - INTERNAL SALES CO-ORDINATOR, NEWBURY Jul 2004 to Nov 2006
 To manage the two largest accounts for the Branch with a 2 million turnover.
 Building and developing telephone relationships with customers to ensure maximum order taking and continued loyalty.
 Building and maintaining sound product knowledge to maximise customer orders.
 Handling enquiries, quotes and orders for all Customers, offering promotions, ‘deal of the day’, raising orders from
email, postal and faxes and inputting onto the system.
 Branch purchasing, communicating with the Branch warehouse , the National Distribution Centre and suppliers in
respect of the stock availability, prices and delivery queries.
 Outbound calls as directed by the Branch Manager.
* Maintenance of customer information within the SOP system.
* Trade counter functions.
M.J.R PROPERTIES – OFFICE MANAGER
Nov 2003 to Jun 2004
 Dealing with Tenants, potential tenants, Sub contractors and the day to day running of the business.
2

3.  Advertising and marketing of the business.
 Authorizing Sub contractors for the maintenance of the properties.
 Dealing with all tenants inquires.
 Preparation of invoices.
 Organizing all finances for the accountant.
 Drawing up contracts for all our tenants.
CASANOVA ITALIAN RESTURANT – BAR / WAITRESS (Temporary) Feb 2003 to Jan 2004
THE PHEASANT INN – BAR / WAITRESS (Temporary) Jan 2004 to June 2004
TOTAL DAMAGE MANAGEMENT – SECRETARY (Temporary)
Feb 2003 to Nov 2003
 Dealing with clients, insurance companies, loss adjusters and sub contractors for the day to day running of
the business.
 Preparing and sending estimates, reports and invoices to the clients.
 Progression of projects and ensured the clients were promptly informed of progress.
 Authorize sub contractors.
 Organizing all employees’ diaries.
 Arrange all collections and deliveries and all stationary orders.
 Quality monitoring reports.
TRAVELING
Jun 2002 to Feb 2003
During this time I traveled the world experiencing different cultures and ways of life in Hong Kong, Singapore, Bali,
Australia, Tasmania and Bangkok.
SOVEREIGN HOUSING ASSOCIATION – FRONT DESK (Temporary) Mar 2002 to Jun 2002
 Answering the main switchboard.
 Directing calls to the appropriate Departments.
 General reception work and front of house duties.
REGENCY PARK HOTEL – CONFERENCE MANAGER
Mar 2001 to Mar 2002
 Dealing with the day to day running of the Conference Department.
 Meeting and liaising with clients and been their main point of contact ensuring their conferences run
smoothly.
 Organizing staff Rota’s.
 Training staff to a 4 star standard and to have exceptional Customer care skills.
 Ensuring the conference facility has the latest technology and training my team on using it.
 Health and safety for the Conference Department.
 Risk assessments for the Conference Department.
 Training the team on manual handling.
3

4.  Duty management, dealing with any problems that may occur in any of the hotel departments and to assist
where needed.
Key skills – software
 In house systems: Orbit, Kerridge (K8) and Report manager.
 VMI system – crib master.
 Vehicle tracking system – Masternaught.
o Microsoft office, Word, Excel and Outlook.
Professional Qualifications
 BTECH national diploma - Hotel Management
 NVQ Level 1 – Catering
 4 day First Aid at work, Health and safety workshop for managers, Welcome Host, Fire training, Risk
assessment training, Manual handling on line and practical and Diversity training.
 Customer care and Supervisory management, NVQ level 2 in Customer care and Time Management
training.
 Management Development program comprising of the following 5 modules.
 Leading the team and managing change.
 Communication, assertiveness and influencing skills.
 Managing the task.
 Managing the individual.
 Presentation skills..
Personal Details and Interests
Date of Birth: 20th
March 1979.
Full driving licence.
I enjoy being with my husband and daughter, keeping fit through Skiing and playing badminton I also enjoy reading,
cooking and entertaining friends and going on holiday.
4