Ross Flanagan

• Reporting to the Executive General Manager

(Auckland Based)

• Collaborated with executive leadership to establish long-term objectives, drive growth initiatives, and align regional efforts with corporate goals.
• Increased customer satisfaction with timely resolution of escalated issues and proactive communication on product updates.
• Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
• Established and maintained operational standards for 2 locations.
• Streamlined operational processes for increased efficiency by identifying areas of improvement and implementing necessary changes.
• Facilitated seamless integration of new acquisitions into existing operations while maintaining positive company culture and high levels of morale among employees.
• Secured key accounts with customised sales presentations showcasing unique value propositions tailored to prospective clients needs.
• Supervised various locations, enforcing high-quality standards of operation.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Maintained professional demeanour by staying calm when addressing unhappy or upset customers.
• Successfully managed budgets and allocated resources to maximise productivity and profitability.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Managed local projects from design through to completion
• Applied self to all Professional development required to grow in the role
• Management of sub-contractors
• Responsible for ensuring a high standard of Health and Safety compliance
• Ensure fleet and plant maintenance compliance through CAM system
• Proficiency in working with excel documents
• Ensure compliance against ISO quality management systems
• Ensure operations are compliant with various resource consents
• Keep abreast of central government guidelines and industry groups (wasteMINZ) recommendations regarding solid waste industry
• Successfully managed budgets and allocated resources to maximize productivity and profitability
• Manage and support over 50 staff in the Northland Region with 6 direct reports

• Ensured compliance with company policies and procedures as well as regulations by conducting regular audits of operational practices
• Boosted employee morale by creating a positive work environment that encouraged teamwork, collaboration, and professional growth opportunities.
• Achieved consistent revenue growth by identifying new business opportunities and expanding existing client base within the district.
• Collaborated with senior management on strategic planning initiatives aimed at maximising profitability while maintaining high standards of quality across the district.
• Increased district sales by implementing effective marketing strategies and fostering strong relationships with key partners.
• Developed and maintained strong relationships with vendors, negotiating preferential pricing and delivery terms to optimise supply chain efficiency while maintaining quality standards across the district.
• Achieved significant improvements in customer feedback scores by implementing rigorous service quality standards.
• Ensured compliance with all company policies and procedures, conducting regular audits and training sessions.
• Successfully managed 7 direct reports
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.

• Developed strong relationships with key clients, ensuring long-term partnerships and repeat business opportunities.
• Introduced process improvements that led to faster resolution times for customer issues without sacrificing quality or attention to detail.
• Acted as a liaison between clients and internal teams during project execution phases guaranteeing clear communication lines were open throughout entire project lifecycles.
• Implemented best practices in workflow management to ensure timely completion of tasks without compromising quality or client satisfaction levels.
• Met with customers to discuss service needs and develop effective and practical solutions.
• Developed and maintained positive relationships with customers to build rapport and trust.
• Controlled resources and assets for department activities to comply with industry standards and government regulations.
• Successfully managed budgets and allocated resources to maximise productivity and profitability.
• Managed and mentored 10 direct reports

• Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
• Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
• Learned and followed all organisational policies and procedures to maintain safe and professional working environments.
• Communicated with clients and customers to gather, provide and share updated information on products and services.
• Collaborated with team members to achieve monthly sales targets.
• Evaluated customer needs and feedback to drive product and service improvements.
• Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
• Enhanced company reputation by providing exceptional customer service and support.
• Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.

- I completed an apprenticeship in General Electrical, working in domestic and commercial and industrial situations including contracting

-I completed an apprenticeship in home appliance servicing, repairing refrigeration, laundry and small household appliances on industrial,commercial and domestic level

- I was promoted to store supervisor. This position involved stock purchasing, streamlining stock levels,vehicle maintenance and customer service

-I progressed to position of "Head of department", this involved direct reports of three staff and one apprentice electrician. I was involved in all aspects of the smooth and efficient running of the department. I held this role for 4 years