Ian Wilkes Resume

Apr 2010 – Present. AEG Europe/Thames Clippers, London Customer Services Duty Manager (Public Transport / Commuter & Tourist Boats) * Managed all areas of customer services at Thames Clippers covering activity such as revenue collection, ticketing, vending machines/onboard bars and general passenger information/movement across the luxury fleet of 13 vessels and 14 piers carrying ~3,000,000 passengers per annum generating ~£10,000,000 in revenue. * Developed new and adapted existing operating plans for each pier and vessel to ensure the optimum passenger experience and revenue collection/generation, often requiring plans to ticket, queue, board and generally keep informed 100’s of passengers per hour during high tourist season and regular crowd egress from the 15,000+ capacity venue The O2 from where we operate post show express and commuter services. As a direct result my dept regularly feature top in the externally measured customer satisfaction surveys conducted by JD Power across all of The O2. * Ensured compliance of all employees, contractors, vessels and ticket booths with relevant health and safety guidelines, including the creation and implementation of risk assessments and cash handling procedures. * Provided a channel of communication and regular updates between all operations departments and other areas of the business such as sales, marketing, non-serviced lets and the board of directors. * Controlled internal and external recruitment – advertising vacancies, analysing CVs and application forms, interviewing, planning and implementing assessment centres. * Full control of disciplinary action covering all misconduct, gross misconduct, and persistent non-compliance which by way of example led to a reduction of sickness and lateness of over 50% in my first three months in the business. Nov 2009 – Mar 2010. Break in employment due to redundancy followed by a family bereavement. Nov 2008 – Oct 2009. Marlin Apartments, London General Manager (Serviced Apartments / Hotels) * Managed the operations side of Marlin Apartments, encompassing all aspects of housekeeping, front of house reception, buildings maintenance, concierge facilities, procurement and upkeep of over 600 4*apartments available to rent for both short and long term across multiple locations in London. * Reduced ongoing and one-off costs significantly through seeking alternative suppliers, renegotiating existing contracts and examining in detail where savings could be made without any detrimental impact on the service received by our guests. These savings include 12% on reception/concierge payroll, over 60% on toiletries, 10% on branded bottled water and 15% on fixed line telephone calls and rental. * Developed new and adapted existing processes and procedures to ensure each guest’s experience during their stay with us was exemplary from the moment of arrival through to departure. * Personally dealt with all customer complaints in order to deliver satisfactory resolutions to the guests and/or clients and to seek out, share and implement any changes from lessons learned. * Implemented a credit card deposit scheme to protect the business from accidental/intentional damages. * Ensured compliance of all employees, contractors and properties with relevant health and safety guidelines, including the creation and implementation of fire hazard risk assessments. * Provided a channel of communication and regular updates between all operations departments and other areas of the business such as sales, marketing, non-serviced lets and the board of directors. Nov 2007 – Oct 2008. Year out to travel Central and South America Sept 1997 – Oct 2007. The Carphone Warehouse, London/Kent Area Sales Manager (March 2001 – Oct 2007) * Controlled a portfolio of 18 stores with a combined annual turnover of £30 million. * 18 Branch Managers and 1 administration assistant reporting directly to myself. * Managed the training and development of 150 members of staff, including succession planning. Designed and delivered structured training as well as less formal coaching. Quantitative and qualitative evaluation of training through feedback and statistical analysis of results. * Ensured that the highest levels of customer care were delivered throughout the area. * Consistently overachieving sales targets and outperforming other areas of the business across a multitude of key performance indicators. * Controlled internal and external recruitment – advertising vacancies, analysing CVs and application forms, interviewing, planning and implementing assessment centres. * Managed payroll costs within a prescribed budget set with reference to revenue generated. * Full control of disciplinary action covering all misconduct, gross misconduct, and persistent underperformance. * Winner of many incentives/awards including all expenses paid trips to Los Angeles, Barbados, Rio de Janeiro, New York, Ibiza, South Africa and Moscow, along with electronic goods and cash bonuses. Branch Manager (Oct 1998 - March 2001) * Manager of CPW flagship store in Bluewater - Winner, branch of the year 1999/2000 * Delivered an annual turnover of £3 million with a team of 16 full/part time employees. * Improved levels of customer care, exceeded sales targets and maintained control over costs (such as shrinkage, controllable returns and wages). Assistant Manager (April 1998 - Oct 1998) Sales Consultant (Sept 1997 – April 1998) May 1990 – August 1996 WH Smith Ltd, Lewisham, London Part time sales representative, leading to full time concession store manager.

IT Skills - Microsoft Word, Excel, Outlook and Explorer. Other information - Full, clean driving license.

Intermediate Spanish.

1997 Islington Music Workshop, London RSA Diploma in Sound Recording/Engineering & Music Technology 1991 St Joseph’s Academy of Secondary Education, London GCSE Maths, English, Geography, Physics, Chemistry, Biology.

Investigation and Disciplinary procedures. Neuro-Linguistic Programming. Recruitment and Interview skills. Presentation skills. "Anthony Mitchell Consulting" Snr Mgt Programme Various sales, merchandising and management skills "GAP Buster International" Customer Excellence Programme. Crisis Management and Human Behaviour "Bond Solon (Legal)" Advanced Investigative Interviewing.

Interests - In 2007 I completed The Great North Run half marathon and in 2010 completed the full New York Marathon raising a total of £2,500 for my chosen charities. I also enjoy volunteering with Crisis Over Christmas to help provide a safe environment for London’s homeless to enjoy the festive period.