Ensuring that staff are motivated, monitored and measured in line with company targets and performance standards. Responsible for making sure that any gaps in performance or quality are quickly identified and addressed. Producing accurate reports on team performance for senior managers.• Transition project planning, delivering and remotely executing training for Lithuania• Performed individual redundancy consultation process of nine direct reports• Responsible for recruiting, hiring and training new employees• Create weekly schedules/rota with tasks for the team• Managed Overall Performance of staff in the department including:o 1:1’s, Performance Reviews, Annual Leave & Sickness Logging and End of Year Reviews including working out compensation pay reviews• Monitor, Coach, Develop and Direct individuals• Resolve customer complaints and conducting Root Cause Analysis• Analysing and Identifying patterns in STP Rateso Compiling Data and feeding back to Key Account Managers/Clients to gain visibility on Client’s Performance & providing solutions to increase productivity• Compiling of Operating Procedures • Maintaining and Developing Stakeholder Relationshipso Employee Engagement Activities Across Departmentso Attending Client Meetingso Working Closely with Key Account Managers and Service Delivery Managers • Ensuring SLA’s & KPI’s are met by the team & department• Weekly Reporting on Team/Department Stats• Monthly Performance Packs delivered to Senior Management Team• Quality Checks & Evidenced Manager Controls• Employee Engagemento Networking Sessions to integrate the team with other areas of the businesso Recognition across the team when going Above and Beyondo Quarterly Incentives/Initiatives to improve engagement within the team

Working as part of the UK Processing team I complete the following jobs:• Accurately Processing & Validating Daily Outbound Transactions, within Service Level Agreements• Review Data from Internal/External Stakeholders before creating/checking Beneficiary Templates, informing of any missing or additional information is required• Training of New Employees within the team and those on areas within the Department they are unsure on• Creation and Maintenance of Operating Procedures and Step-by-Step Procedures• Working with other Stakeholders to assist them with Sensitive Clients• Create reports in excel and data manipulation, creating formulas• Monitoring Work Flow within VMS to ensure that Cut Off Times are met and escalating to Team Manager if extra resource is required to ensure Service Level Agreements and Currency Cut Offs are met

Working as part of the Retail Administration team & supporting the Secretarial team I completed the following jobs:• Manage Hotel & Train Bookings• Diary Management• Enter Data accurately onto database system and keep it updated on a daily basis• Ensure correct prices are charged to stores• Scanning Queries from Stores on Promotional Lines• New Product Listing & Daily Maintenance• Daily Price Changes for Food Stores• Weekly Sales Reports• Create reports in excel and data manipulation, creating formulas• Maintaining and Implementation of Ranged Products• Reception Cover as required• General Office Administration, Secretarial & Office Tasks

During my time at Specsavers I worked as part of many teams including Data Entry/Call Centre/Reception & Registration/Clinical Assistant to Diabetic & Glaucoma Co-ordinator and ending as Contact Lens Assistant completing the following jobs:• Managing and Creating Appointments• Diary Management• Setting Customers/Patients Up onto the system• Answering incoming telephone calls and queries• First point of contact for patients/customers• Processing of NHS Documentation• Managing Diabetic & Glaucoma Diary & Recalls for Appointments• Data Entry of Patients records into the stores database system• Teaching Patients/Customers how to use/insert Contact Lenses• Make sure that customers are aware of all deals and prices• Pre-Test patients that arrive for Sight Test/Diabetic/Glaucoma Assessment• Maintain all Diabetic/Cataract/Glaucoma Paperwork liaising with hospital and GP Surgeries