Open to opportunities

Tamoor Gul

@tam987

Message

Commercial and operations leader driving procurement and service improvements. Leading customers services

United Kingdom

Message

What I'm looking for

I am seeking a senior commercial or operations role where I can lead cross-functional teams, optimise procurement and contract delivery, and implement scalable processes that improve service outcomes and cost efficiency.

I am a strategic, outcome-focused commercial and operations leader with 8+ years' experience across transport, logistics, healthcare, and the public sector, consistently delivering measurable improvements in service delivery, cost efficiency, and customer experience.

I have led teams of 12–50 staff, managed NEC3/NEC4 contracts, implemented systems such as Salesforce and SAP Ariba, and delivered major procurement savings and operational gains — including £1.2M+ procurement efficiency at TfL and a 30% reduction in call wait times at Health Harmonie.

I thrive in high-pressure environments, leading cross-functional risk mitigation workshops, driving contract compliance and audit readiness, and embedding scalable processes that improve SLA performance, reduce complaints, and increase operational visibility.

Experience

Work history, roles, and key accomplishments

Current

Team Leader – Contact Centre

Current

Health Harmonie

Mar 2024 - Present (1 year 10 months)

Led 12–20 agents delivering NHS call handling services, reducing average call wait times by 30% through shift optimisation and real-time reporting and improving team performance via structured audits.

Workforce Planning Patient Experience MS Excel

Assistant Commercial Manager

Transport for London

Jul 2022 - Apr 2023 (9 months)

Supported procurement and governance for multimillion-pound tram upgrades and depot renewals, drafting and negotiating change requests and compensation events to improve contractor accountability and commercial response times.

Procurement Contract Management Risk Workshops Stakeholder Management Change Control

Head of Customer Services

GP Logistics

Oct 2021 - May 2022 (7 months)

Built and led a five-unit customer service and logistics division, implementing SLAs and KPIs that reduced inbound query volume by 22% and cut customer complaints by 45% through redesigned service and resolution processes.

Customer Experience SLA Team Leadership KPIs Logistics Coordination

Contract Manager

Carlisle Security & Logistics

Jan 2021 - Oct 2021 (9 months)

Managed COVID-19 testing and security operations across 40+ site staff, improving continuity through rota efficiencies, training programmes, PPE control and compliance-focused risk mitigation.

Operational Compliance Risk Mitigation Training Delivery Site Operations Incident Management

NHS COVID Responder

Dudley NHS Trust

Feb 2020 - Sep 2020 (7 months)

Led hygiene control teams for terminal cleans in critical hospital zones, maintaining KPIs and delivering quality assurance through audits and daily briefings during peak pandemic response.

Team Leadership Quality Assurance KPIs

Accounts Manager

Cromwell Tools

Jun 2018 - Dec 2019 (1 year 6 months)

Managed B2B accounts and implemented Salesforce CRM across support functions, increasing sales pipeline visibility by over 60% while improving customer retention through escalations management.

Salesforce Implementation Account Management B2B Sales CRM Pipeline Management Customer Retention Escalation Management

Assistant Commercial Manager

Network Rail

Mar 2016 - Apr 2018 (2 years 1 month)

Supported cost control and contract management for Digital Railway works at Waterloo Station, delivering commercial reporting, supplier performance reviews and financial modelling to support multi-billion-pound programmes.

Contract Management SAP Primavera P6 Oracle Financial Modelling