Kimberley Naylor -

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Work Background

EcomStores.comOperations Manager

May. 2021 - Apr. 2023My employment at EcomStores.com was seamless transition from Systems, Culture & Impact as the two companies with different operating models, serving one industry, merged to become market leaders. As an Operations Manager at Ecom Stores, my responsibilities were the same as with Systems, Culture & Impact below. The only significant change was working closely with two Co-CEOs, supporting the awesome visionaries with their own unique personalities, preferences and performance criteria. I was responsible for building the infrastructure of the organisation and building a motivated team that enables the company to achieve our key performance indicators consistently. I was also responsible for the operational vision of the organisation including the implementation of our internal forward planning & communications cadence, targeted interactions, and operational systems.

Kimberley O'Sullivan CoachingMindset Alignment and Accountability Coach

Jun. 2017As you'll see, there's been an overlap with my roles as an Operations Manager & Mindset Alignment and Accountability Coach. I've supported in growing startup companies, whilst studying & growing my own coaching practice. I'm a Mindset Alignment & Accountability coach. I help women overcome crisis, redesign their life through goal setting & intention, implement empowering habits, align their mindset to success & hold them accountable until they accomplish goals they once thought were impossible. This is, without a doubt, my passion & my purpose, I'm so lucky I get to spend my days doing this, alongside other project work as an operations manager. I've been training in trauma-informed coaching, subconscious reprogramming, addiction, human behaviour & potential for nearly 10 years. My coaching career is enriched with a Life Coaching Certification from Tony Robbins & Cloé Madanes Strategic Intervention Coaching, training in Rapid Resolution Therapy by Dr. Jon Connelly, and ongoing studies for my Sex, Love, & Relationship Coaching Certification with Layla Martin. I am an obsessive learner, personal & professional growth is a deep passion of mine. I've been fortunate to study so many profound healing modalities over the years. I began ‘unofficially’ coaching two decades ago when I experienced life altering trauma that changed the trajectory of my life, for the better. This is when I discovered coaching and supporting women through their darkest days was the thing I was put on this earth to do. However, I didn’t fully embrace that purpose for another 10 years, since then I haven’t looked back. I'm very proud to say I have overcome a long list of personal limitations, unresolved trauma, disempowering beliefs, habits & behaviours, and I've accomplished many goals to get to where I am today. I've helped many clients accomplish goals they once thought were impossible, and supported them create a live their dream life & i'll continue to have an impact for as long as I can.

Systems, Culture and Impact LimitedOperations Manager

Sep. 2013 - May. 2021Oxford, United KingdomI co-founded and operated several successful 6&7-figure businesses alongside my business partner. As an entrepreneur, I initially played a variety of roles simultaneously, reflecting the dynamic nature of start-up environments. As our businesses grew, my role evolved into a dedicated Operations Manager, focusing on scaling operations and ensuring seamless day-to-day functionality. In this role, I managed and mentored a team of 8 employees, overseeing internal financials and reporting, and nurturing external relationships with accountants. I developed and implemented efficient business standard operating procedures, reducing risks and promoting sustainable growth. As the Relationship Manager for high-level clients, I ensured a smooth onboarding process, optimised customer journeys, and consistently delivered high-quality service. As an Operations Manager for start-ups and fast growing businesses, I was versatile and resourceful, I would do whatever the company needed to succeed. My key responsibilities included: Team Leadership & Culture, Strategic Planning & Execution, Project Management, Meeting & Reporting Cadence, Financial Oversight, Process Development, Client Relations, Talent Acquisition, & Daily Operations. Balancing multiple businesses while raising two children as a single mother is a testament to my dedication and resilience. My passion for operations, project management, and relationship management, coupled with meticulous attention to detail, enabled me to take projects from initial concepts to successful completion, consistently exceeding deadlines and expectations. My excellent communication skills and natural ability to connect with people have consistently enhanced team culture, client experiences and company success.

CentricaProject Manager for High Value Customers

Mar. 2008 - Sep. 2013Oxford, United KingdomAs the Project Manager for the initial smart meter roll-out at British Gas Business, I led multiple full meter exchange projects, transitioning from standard meters to smart meters for high-value, complex customers including the MOJ, councils, hospitals & police forces nationwide, & numerous large and medium-sized enterprises. The key responsibilities I held whilst at BGB included: Client Engagement, Project Coordination, Stakeholder Liaison, Data Management & Reporting, Process Improvement, Regulatory Compliance. Before being head-hunted by the project management department I held two previous roles at British Gas Business. I started as a data analyst in the Smart Meter Support Team, where I analysed and managed data to support various business functions, contributing to the overall efficiency and effectiveness of operations. After a short amount of time, I was promoted to Process Development Manager where I created and documented essential processes for the smart meter roll-out incentive, establishing the framework for the successful implementation of the program. During my five years at British Gas Business, I was promoted quickly due to my demonstrated capabilities and results. I left the company in 2013 to pursue entrepreneurship, bringing with me a wealth of experience and expertise in project management, process improvement, and customer relationship management. My time at British Gas Business not only honed my technical and managerial skills but also equipped me with the ability to lead complex projects and drive significant operational improvements. This experience laid a strong foundation for my subsequent entrepreneurial endeavours.

American ExpressHigh Value Customer Liason

Aug. 2007 - Mar. 2008Brighton, United KingdomDuring my tenure at American Express, one of the world’s leading financial institutions, I excelled in a high-pressure, fast-paced inbound call centre environment. My primary duties included handling a wide range of high-value customer inquiries, resolving complex complaints, and providing exceptional service to the companies highest spending clients, considered the most valued clients. I consistently met daily targets, adhered to business key performance indicators, and maintained service level agreements. My ability to remain calm and composed under pressure whilst often dealing with customer escalations and complaints, ensured that I consistently provided an exceptional customer experience, with a focus on building rapport to ease dissatisfaction during challenging interactions. I efficiently managed a high volume of inquiries each day, keeping my call time within agreed KPI targets, and ensuring call waiting time was to a minimum. I used bespoke PC-based systems, telephones, and routine procedures to support my work. After just three months working in the general call centre, I was promoted o manage the needs of our highest spending customers, demonstrating my exceptional skills and capabilities. Beyond my primary role, I also contributed to the team’s success by coaching new team members on various systems and processes, positively impacting the company's customer service delivery.

Southern WaterCorrespondence Administrator (contractor)

Apr. 2007 - Aug. 2007Brighton, United KingdomAfter relocating to Brighton from Oxfordshire, I successfully secured a temporary contract at Southern Water. In this role, I managed a variety of responsibilities, including handling inbound customer inquiries and performing data entry into bespoke software systems. My duties involved making outbound calls to high-value customers to provide advice and resolve issues related to their correspondence, ensuring swift and satisfactory resolutions that met company KPIs. I also regularly set up new account information and entered customer details following precise standard operating procedures. My role required excellent communication skills, meticulous attention to detail, and the ability to manage multiple tasks efficiently in a fast-paced environment. I worked independently and consistently met my individual targets, that contributed to the success of my wider team and the business on the whole.

The New Market Inn, LewesBar Manager (part time)

Mar. 2007 - Aug. 2007Brighton, United KingdomUpon relocating to Brighton from Oxfordshire, I took on the role of Bar Manager at The New Market Inn, where I seamlessly balanced this part-time position alongside a temporary contract with Southern Water. In this multifaceted role, I was responsible for general business administration, including processing accommodation requests via telephone and internet, and front of house responsibilities such as checking in customers, dealing with bespoke requirements and resolving any complaints with first time solution ethos. Additionally, I oversaw bar and restaurant operations, including staff management, inventory control, customer service, and ensuring a high standard of cleanliness and safety. My role demanded exceptional organisational skills, a strong customer focus, and the ability to manage multiple tasks efficiently.

THE BEAUTIQUE BEAUTY SALON LTDBeauty Therapist

Jun. 2002 - Mar. 2007Oxford, United KingdomAt The Beautique, I served as a fully qualified Beauty Therapist, where I was performed a variety of key responsibilities that showcased my skills and professionalism. I was offered a part time position at this salon after completing a weeks work experience, during my last year of secondary school, I was lucky enough to work at this salon while I trained to be a beauty therapist at college, which gave me invaluable real world experience and on the job training. My duties included ensuring the smooth running of the business, managing appointment bookings both over the phone and face-to-face, serving as the first point of contact for many personal clients and assisting other therapists. I was also responsible for conducting regular stock takes, maintaining a clean and welcoming environment, and performing all Level II and III beauty treatments. My role required exceptional customer service, attention to detail, and the ability to foster strong client relationships. My natural skills in relationship management and beauty therapy enabled me to have a successful career, until I decided to relocate to Brighton and change industries in my early 20's.