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CV-SAM JAN 2016 - application 1

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Sherrill Moore

Mrs. Sherrill Moore has over 13 years of experience in project management, customer service, and team leadership roles in the glass replacement and gas industries. She currently works as a dispatcher for Belron UK coordinating glass repairs and replacements. Previously, she held several roles at National Grid including team leader, analyst, and project lead. She has strong communication, problem solving, and training skills and holds an IMI customer service accreditation.

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Curriculum Vitae 27/04/2016 Mrs Sherrill Moore 31, Lawnswood, Hinckley, Leicestershire, LE10 0YB Personal Telephone: 07872 314506 Home Telephone: 01455 446054 PROFESSIONAL PROFILE A committed, professional with a proven track record gained within the glass replacement and gas industries. My experience has been gained from operating within major blue chip companies, involving achieving a variety of positions in departments across both businesses. My business skills and knowledge have allowed me to carry out ambitious project management to fruition, in both team and individual environments. Providing, an invaluable customer service internally and externally. Currently hold my IMI level 2 Accreditation Certificate (International Motor Industry customer service. EMPLOYMENT HISTORY Current Employment Belron UK, Bardon Ind est, Coalville Start Date 02.09.2013 – Present day. I am currently working for Belron UK, at their Auto Glass SDC dispatch centre in Bardon, Coalville. After completing 18 month’s as a dispatcher. • Coordinate activities of Technicians across all sectors of the country matching skill sets and shift patterns for glass repairs and replacements. To full capacity maximising technicians productivity. • Coordinating activities between Service Delivery Centre and Central Purchasing Team stock ensuring the right product is available, or determining the need to order in externally., • To organise the purchasing of stock securing delivery dates to our Main Distribution Centres. • Ensuring that insurance companies SLA’s are met. • Keeping customer informed and aware of the progress throughout. • Organising or Re-arranging customer appointments, where necessary, solving customer queries quickly, effectively and efficiently. Previous Employment National Grid, Start Date 18.08.2003 - 31st March 2013 Brick Kiln Street, Hinckley, Leicestershire, LE10 0NA Positions within in National Grid. Team Leader Role Overview Working as team leader of National Grids Repair Pod, monitoring the accurate capture of field force movements, then moving to take charge of the Fleet as of 26th July 2011: I managed the monitoring of daily workloads and staffing to ensure that an efficient and effect service be provided to the National Grid Fleet Force ensuring all vehicles are compliant with the vehicle laws to carry out the daily tasks. Providing hands on assistance as and when required. I managed and developed team up to 20 direct reports. Key Tasks • Absence management. Monitored and managed staff, lateness and sickness in keeping with HR policies and procedures • I have had positive and sometimes difficult conversations with members of staff in relation to conduct, behaviour and performance in keeping with HR policies and procedures. This has enhanced my communication skills. POSITIVE ABOUT INCLUSION & DIVERSITY 1
Curriculum Vitae 27/04/2016 • Performance management: I continually assessed my team, determining their strength’s and area’s for development. • Setting PIP’s (performance improvement plan), monitoring over a set period of time to enhance individual performance and arranging extra training if required. • Coached, influence, motivated and developed the team in line with their progression. • Effectively allocating work to the team, to ensure we met SLA’s. • Prioritise, manage workload and implement change, on a daily basis. Achievements • Having worked closely with the vehicle service provider my actions ensured fleet vehicles due for statutory tests within the next 3 months (during the busy winter period) where brought forward to ensure the maximum of emergency Gas engineers were available to attend and make safe as per the gas safety case regulations, potentially dangerous and gas leaks. • Ensured work was carried out in accordance with agreed service level of agreements. • Ensured that limited vehicles would be off road on subsequent years. • Carried out project work on two separate occasions.  Kaizen project (9 month secondment)  This was a trial project in which I was to learn and utilise the Lean and Six Sigma tools and techniques to evaluate the process and procedures within Central Admin Services. To understand and use the “Lean Thinking” techniques and methods, to banish waste and create wealth in the corporation. I facilitated workshops to achieve the goals.  I identified areas of “waste” and “rework” streamlined the process, which provided a faster more efficient cost saving process.  et new guidelines to ensure operations managers were aware of future training dates and attendee’s to prevent “Last minute” holiday requests resulting in a “No show” and extra costs.  Achieved a minimal annual saving of £264,000 on one training course alone. Across all the training courses the amount would have been extensively increased. • Second occasion Project Lead.  This was project management position to support the business to implement a software change across the business to improve Incident reporting, HSE and RIDDOR reporting and Incident/Hazard investigations. Helping to deliver the replacement SHES incident reporting system (previously Compass). • To be able to identify solutions that ensured internal and external reporting requirements are achieved in a most effective way. • Identifying and assessing area’s requiring improvement and Leaning the processes to ensure effective and efficient use of resource and time. • To develop and implement a planner/tracker for the IMS system which replaces the current compass system and to use this tool to control the project progression and to ensure project remains on target. • To ensure communications are developed and delivered accurately and timely. • To identify training gap’s, write training material and implement training across the business. • To utilise time delivering other projects within the project i.e.: HR & SHE Breach of Golden Rules survey. • Analysis of current system processes, create design proposals and testing to ensure effective implementation as well as Identify training requirements and development of material across all user groups to ensure business knowledge is attained with the introduction of the new system • Development and delivery of communications plan to ensure the wider business is engaged at all stages of the project • Coordinate the project team efforts by:  Maintaining the project plan to ensure timely delivery  Manage the project log to ensure all actions, issues are tracked to conclusion, identify and propose solutions for areas of weakness or conflicts POSITIVE ABOUT INCLUSION & DIVERSITY 2
Curriculum Vitae 27/04/2016  Regular progress reporting to the project sponsor  Delivery of specific actions dependant upon applicant skills and development needs  Co-ordinate and undertake system testing with SIGMA (software writer) and IS. Achievements • Managed the timeline of the project achieving a limited implementation delay of only 2 weeks As part of National Grids Forecasting and Analytical team Role Overview I worked to produce accurate and detailed reports for the business at their request; this involves using various software systems using BI Launch, SAP, GDFO Dashboard and Excel. Writing Training Guides in a suitable Step-By-Step format as a guide for new starters to use, enabling them to become proficient in producing reports for the business. Updating guides with changes as deemed by the business, managing version control and working effectively as part of a team. • Responsible for extracting various types of data from various sources i.e. SAP, BI Launch systems software, liaising and working closely with Resource planners, dispatch and various other stakeholder’s to produce accurate forecasts and reports to assist the planners and stakeholders. • To be proactive in producing all aspects of the forecasting teams daily, weekly, and monthly pre- forecast and post reports. • Develop, design and produce training documents accurately and in an easy to follow format, looking for ways to improve the process whilst running the reports to develop the guides, having the ability to coach and train others and ensuring version control is accurate. • Be proactive in identifying continuous improvement • I have designed and maintained a tracking tool which covers;  Processes carried out by the team,  Documents which I have written and have been signed off, ones awaiting sign off, and work in progress.  System requirements – this aides in ensuring all required software, tools and shared area’s are ordered in time for new starters  A skills MATRIX, this aides the manager with information on the team skills to be able to reassign work should there be a shortage of staff.  This tool also helps to quickly identify in what processes the forecasting and reports which may be requested are run, in turn eliminating the rework. Achievement • I successfully designed and produced a training guide, which was taken on board by the newly appointed process and procedures team to implement across Gas Distribution. • Coached the team on how to use the template to deliver training guides on their own processes A summary of positions held: Team Leader – National Grid Analytical Forecaster – National Grid Project Lead – Health and Safety Project – Kaizen Dispatcher – National Grid and Auto Glass Coordinator – Glass availability Auto Glass Member of the Health and safety forum – National Grid Key Member of the Employee Resource Group for Inclusion and Diversity EXPERIENCE • Confident to supervised teams and individuals and dealt with HR and performance issues. • Supporting and developing team members to ensure their skills are utilised whilst supporting the business and working as a team. • Leading a team together with the ability to co-ordinate activities to meet demanding schedules. POSITIVE ABOUT INCLUSION & DIVERSITY 3
Curriculum Vitae 27/04/2016 • I have experience with delivering to high pressured deadlines, Business continuity management, team working and problem solving. • Working in a high pressured environment making critical decisions ensuring policies, procedures and safety are adhered to. • Writing training packages and training people to ensure they have all the tools and knowledge required. • I have excellent customer and stakeholder focus. • Dealing with Customer requests and queries. Sometimes managing difficult calls/conversations with Customers SKILLS • Excellent communication skills, both written and verbal and the ability to build strong working relationships within and outside the immediate team. • Able to work efficiently both within a team and on my own initiative managing time to an optimum. • Competent and able to manage and motivate a team to ensure objectives are met to a high standard. • I have skills in training and supporting people recognising underline skills which can be utilised to support their progress. • Managing issues and difficult conversations in ambiguous environments whilst following policies and procedures and regulations. • Effective negotiating and influencing skills. • Self-motivated and resourceful with the ability to work accurately within deadlines and act on own initiative • I am able to learn new skills quickly and will approach every task with professionalism, enthusiasm and accuracy. • Analytical skills and ability to understand and manage data. • My communication style enables me to work well when dealing with people. • I can extract the best performance from individuals and am an excellent motivator. EDUCATION/QUALIFICATION/ TRAINING • Subject/Qualification/Training Title Grade/ Level Qualification Awarded Date Obtained • Integrated Business Studies IBT2 Level 2 002 • Basic Counselling and Peer Support CAN Level 2 1996-1998 • Holistic Therapies & Business Studies NVQ 3 1996-1998 • FAETC 7306 Teachers & Assessors Cert NVQ3/D32/33 1998-1999 • Work based personal development • Microsoft Office Excel Level 2 • Foundations of Leadership Professional Learning and Development • HS 95 Managing Safely IOSH • Train the Trainer National Grid • HR Case Management - Delivering Performance - Coaching and Feedback • Performance Reviews • Managing Attendance and Valuing Difference - Leadership and Team working • Project Management - Influencing skills - Effective Communication POSITIVE ABOUT INCLUSION & DIVERSITY 4
Curriculum Vitae 27/04/2016 • Systems and packages utilised:-  Excel 2007  Word  Power point  Outlook, including live meetings • Various Training:-  Excel 2007  Bribery Act  Cisco phone and Canvass  Lean Thinking POSITIVE ABOUT INCLUSION & DIVERSITY 5
Curriculum Vitae 27/04/2016 • Systems and packages utilised:-  Excel 2007  Word  Power point  Outlook, including live meetings • Various Training:-  Excel 2007  Bribery Act  Cisco phone and Canvass  Lean Thinking POSITIVE ABOUT INCLUSION & DIVERSITY 5

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CV-SAM JAN 2016 - application 1

  • 1. Curriculum Vitae 27/04/2016 Mrs Sherrill Moore 31, Lawnswood, Hinckley, Leicestershire, LE10 0YB Personal Telephone: 07872 314506 Home Telephone: 01455 446054 PROFESSIONAL PROFILE A committed, professional with a proven track record gained within the glass replacement and gas industries. My experience has been gained from operating within major blue chip companies, involving achieving a variety of positions in departments across both businesses. My business skills and knowledge have allowed me to carry out ambitious project management to fruition, in both team and individual environments. Providing, an invaluable customer service internally and externally. Currently hold my IMI level 2 Accreditation Certificate (International Motor Industry customer service. EMPLOYMENT HISTORY Current Employment Belron UK, Bardon Ind est, Coalville Start Date 02.09.2013 – Present day. I am currently working for Belron UK, at their Auto Glass SDC dispatch centre in Bardon, Coalville. After completing 18 month’s as a dispatcher. • Coordinate activities of Technicians across all sectors of the country matching skill sets and shift patterns for glass repairs and replacements. To full capacity maximising technicians productivity. • Coordinating activities between Service Delivery Centre and Central Purchasing Team stock ensuring the right product is available, or determining the need to order in externally., • To organise the purchasing of stock securing delivery dates to our Main Distribution Centres. • Ensuring that insurance companies SLA’s are met. • Keeping customer informed and aware of the progress throughout. • Organising or Re-arranging customer appointments, where necessary, solving customer queries quickly, effectively and efficiently. Previous Employment National Grid, Start Date 18.08.2003 - 31st March 2013 Brick Kiln Street, Hinckley, Leicestershire, LE10 0NA Positions within in National Grid. Team Leader Role Overview Working as team leader of National Grids Repair Pod, monitoring the accurate capture of field force movements, then moving to take charge of the Fleet as of 26th July 2011: I managed the monitoring of daily workloads and staffing to ensure that an efficient and effect service be provided to the National Grid Fleet Force ensuring all vehicles are compliant with the vehicle laws to carry out the daily tasks. Providing hands on assistance as and when required. I managed and developed team up to 20 direct reports. Key Tasks • Absence management. Monitored and managed staff, lateness and sickness in keeping with HR policies and procedures • I have had positive and sometimes difficult conversations with members of staff in relation to conduct, behaviour and performance in keeping with HR policies and procedures. This has enhanced my communication skills. POSITIVE ABOUT INCLUSION & DIVERSITY 1
  • 2. Curriculum Vitae 27/04/2016 • Performance management: I continually assessed my team, determining their strength’s and area’s for development. • Setting PIP’s (performance improvement plan), monitoring over a set period of time to enhance individual performance and arranging extra training if required. • Coached, influence, motivated and developed the team in line with their progression. • Effectively allocating work to the team, to ensure we met SLA’s. • Prioritise, manage workload and implement change, on a daily basis. Achievements • Having worked closely with the vehicle service provider my actions ensured fleet vehicles due for statutory tests within the next 3 months (during the busy winter period) where brought forward to ensure the maximum of emergency Gas engineers were available to attend and make safe as per the gas safety case regulations, potentially dangerous and gas leaks. • Ensured work was carried out in accordance with agreed service level of agreements. • Ensured that limited vehicles would be off road on subsequent years. • Carried out project work on two separate occasions.  Kaizen project (9 month secondment)  This was a trial project in which I was to learn and utilise the Lean and Six Sigma tools and techniques to evaluate the process and procedures within Central Admin Services. To understand and use the “Lean Thinking” techniques and methods, to banish waste and create wealth in the corporation. I facilitated workshops to achieve the goals.  I identified areas of “waste” and “rework” streamlined the process, which provided a faster more efficient cost saving process.  et new guidelines to ensure operations managers were aware of future training dates and attendee’s to prevent “Last minute” holiday requests resulting in a “No show” and extra costs.  Achieved a minimal annual saving of £264,000 on one training course alone. Across all the training courses the amount would have been extensively increased. • Second occasion Project Lead.  This was project management position to support the business to implement a software change across the business to improve Incident reporting, HSE and RIDDOR reporting and Incident/Hazard investigations. Helping to deliver the replacement SHES incident reporting system (previously Compass). • To be able to identify solutions that ensured internal and external reporting requirements are achieved in a most effective way. • Identifying and assessing area’s requiring improvement and Leaning the processes to ensure effective and efficient use of resource and time. • To develop and implement a planner/tracker for the IMS system which replaces the current compass system and to use this tool to control the project progression and to ensure project remains on target. • To ensure communications are developed and delivered accurately and timely. • To identify training gap’s, write training material and implement training across the business. • To utilise time delivering other projects within the project i.e.: HR & SHE Breach of Golden Rules survey. • Analysis of current system processes, create design proposals and testing to ensure effective implementation as well as Identify training requirements and development of material across all user groups to ensure business knowledge is attained with the introduction of the new system • Development and delivery of communications plan to ensure the wider business is engaged at all stages of the project • Coordinate the project team efforts by:  Maintaining the project plan to ensure timely delivery  Manage the project log to ensure all actions, issues are tracked to conclusion, identify and propose solutions for areas of weakness or conflicts POSITIVE ABOUT INCLUSION & DIVERSITY 2
  • 3. Curriculum Vitae 27/04/2016  Regular progress reporting to the project sponsor  Delivery of specific actions dependant upon applicant skills and development needs  Co-ordinate and undertake system testing with SIGMA (software writer) and IS. Achievements • Managed the timeline of the project achieving a limited implementation delay of only 2 weeks As part of National Grids Forecasting and Analytical team Role Overview I worked to produce accurate and detailed reports for the business at their request; this involves using various software systems using BI Launch, SAP, GDFO Dashboard and Excel. Writing Training Guides in a suitable Step-By-Step format as a guide for new starters to use, enabling them to become proficient in producing reports for the business. Updating guides with changes as deemed by the business, managing version control and working effectively as part of a team. • Responsible for extracting various types of data from various sources i.e. SAP, BI Launch systems software, liaising and working closely with Resource planners, dispatch and various other stakeholder’s to produce accurate forecasts and reports to assist the planners and stakeholders. • To be proactive in producing all aspects of the forecasting teams daily, weekly, and monthly pre- forecast and post reports. • Develop, design and produce training documents accurately and in an easy to follow format, looking for ways to improve the process whilst running the reports to develop the guides, having the ability to coach and train others and ensuring version control is accurate. • Be proactive in identifying continuous improvement • I have designed and maintained a tracking tool which covers;  Processes carried out by the team,  Documents which I have written and have been signed off, ones awaiting sign off, and work in progress.  System requirements – this aides in ensuring all required software, tools and shared area’s are ordered in time for new starters  A skills MATRIX, this aides the manager with information on the team skills to be able to reassign work should there be a shortage of staff.  This tool also helps to quickly identify in what processes the forecasting and reports which may be requested are run, in turn eliminating the rework. Achievement • I successfully designed and produced a training guide, which was taken on board by the newly appointed process and procedures team to implement across Gas Distribution. • Coached the team on how to use the template to deliver training guides on their own processes A summary of positions held: Team Leader – National Grid Analytical Forecaster – National Grid Project Lead – Health and Safety Project – Kaizen Dispatcher – National Grid and Auto Glass Coordinator – Glass availability Auto Glass Member of the Health and safety forum – National Grid Key Member of the Employee Resource Group for Inclusion and Diversity EXPERIENCE • Confident to supervised teams and individuals and dealt with HR and performance issues. • Supporting and developing team members to ensure their skills are utilised whilst supporting the business and working as a team. • Leading a team together with the ability to co-ordinate activities to meet demanding schedules. POSITIVE ABOUT INCLUSION & DIVERSITY 3
  • 4. Curriculum Vitae 27/04/2016 • I have experience with delivering to high pressured deadlines, Business continuity management, team working and problem solving. • Working in a high pressured environment making critical decisions ensuring policies, procedures and safety are adhered to. • Writing training packages and training people to ensure they have all the tools and knowledge required. • I have excellent customer and stakeholder focus. • Dealing with Customer requests and queries. Sometimes managing difficult calls/conversations with Customers SKILLS • Excellent communication skills, both written and verbal and the ability to build strong working relationships within and outside the immediate team. • Able to work efficiently both within a team and on my own initiative managing time to an optimum. • Competent and able to manage and motivate a team to ensure objectives are met to a high standard. • I have skills in training and supporting people recognising underline skills which can be utilised to support their progress. • Managing issues and difficult conversations in ambiguous environments whilst following policies and procedures and regulations. • Effective negotiating and influencing skills. • Self-motivated and resourceful with the ability to work accurately within deadlines and act on own initiative • I am able to learn new skills quickly and will approach every task with professionalism, enthusiasm and accuracy. • Analytical skills and ability to understand and manage data. • My communication style enables me to work well when dealing with people. • I can extract the best performance from individuals and am an excellent motivator. EDUCATION/QUALIFICATION/ TRAINING • Subject/Qualification/Training Title Grade/ Level Qualification Awarded Date Obtained • Integrated Business Studies IBT2 Level 2 002 • Basic Counselling and Peer Support CAN Level 2 1996-1998 • Holistic Therapies & Business Studies NVQ 3 1996-1998 • FAETC 7306 Teachers & Assessors Cert NVQ3/D32/33 1998-1999 • Work based personal development • Microsoft Office Excel Level 2 • Foundations of Leadership Professional Learning and Development • HS 95 Managing Safely IOSH • Train the Trainer National Grid • HR Case Management - Delivering Performance - Coaching and Feedback • Performance Reviews • Managing Attendance and Valuing Difference - Leadership and Team working • Project Management - Influencing skills - Effective Communication POSITIVE ABOUT INCLUSION & DIVERSITY 4
  • 5. Curriculum Vitae 27/04/2016 • Systems and packages utilised:-  Excel 2007  Word  Power point  Outlook, including live meetings • Various Training:-  Excel 2007  Bribery Act  Cisco phone and Canvass  Lean Thinking POSITIVE ABOUT INCLUSION & DIVERSITY 5
  • 6. Curriculum Vitae 27/04/2016 • Systems and packages utilised:-  Excel 2007  Word  Power point  Outlook, including live meetings • Various Training:-  Excel 2007  Bribery Act  Cisco phone and Canvass  Lean Thinking POSITIVE ABOUT INCLUSION & DIVERSITY 5