Anthony Lee Email & Phone Number

Brentwood, Gb

Kings Oak And Cavell Hospitals

Brentwood, Essex

Chelmsford, United Kingdom

• Drive the development and implementation of strategy by providing consultative advice and guidance to managers and stakeholders in a specific area of expertise, relating to external professional standards, best practice, policies or procedures. Likely to plan over an annual timeframe.• Take responsibility for the delivery of complex focused projects, initiatives or operational functions relating to their specialism. Act with considerable latitude to manage the approach taken and the utilisation of resources to achieve outcomes and deliverables in line with strategic direction.• Use specialist skills and knowledge to serve as a subject matter expert as part of a technical or organisational project team.• Lead and be accountable for the development and implementation of effective operational delivery mechanisms incorporating requirements for quality assurance, governance and policy compliance, risk and performance management and alignment with IS strategic objectives• Take responsibility for operational and performance management of a one or several teams providing a defined service, coaching and leading them to deliver the required outcomes.• Lead or contribute to the management and ongoing development of risk, performance and security management and governance processes and ensure that existing standards are applied consistently.

Basildon, Essex, England

Managing a team of 25 Contracts Administrators ensuring that the delivery of work meets business targets and objectives whist ensuring the requirements for all J-Sox protocol are adhered to.Preparing and conducting One to One meetings and Performance Appraisals.Managing change by effective communication; ensuring buy-in from stakeholders.Building Relationships with both internal and external clients.Responsible for all recruitment, retention and training.Closely monitoring the queries coming in to the team to ensure appropriate actions are carried out and are timely.Managing errors by recording and feeding back to staff with a focus of getting it right first time.Ensure all billing is completed through regular report checking and feedback.Creation, implementation and distribution of daily and weekly statistics to the Executive team to track performance and identify development areas and/or underperformance.Escalation point for any customer or account issues/complaints and seeing these through to fruition.Process improvement proposals to aid the business in achieving objectives and improving customer experience.Management of process changes.Creation and implementation of controls around tasks carried out by the team and providing feedback in regular one to one sessions.

Brentwood, Essex

• Co-ordinated expansion of customer services team from 8 agents to 40, including all recruitment and training of new staff• Managed the move of customer services department from a small office to new purpose-built call centre• Managed integration of “bespoke” product procurement into Customer Services Operations department • Instigated dramatic changes to operational running of department to enhance performance in order to meet company targets• Involvement in quality standard setting and implementation of corporate objectives• Co-ordination of marketing campaigns; targeting non-user accounts• Involvement in design of company web site to ensure complete user friendliness and efficiency• Designed in-house, rolling training program for customer services team• Implemented detailed, on-going training plan for 2 newly appointed Managers• Represented company by attending corporate functions with other senior Managers and Directors• Implemented complaints procedure within the customer services area• Informal presentations to potential customers at external functions• Key role player in development of business improvement project• Managed project to pilot Saturday morning shift in Customer Services, analysed results and presented to senior management team and Executive Team with recommendations• Re-structured shift pattern in Customer Services to ensure maximum call answering capacity during peak times and senior personnel being available at all times• Promoted “open culture” within the departments thereby enhancing my people management skills• Developed departmental training plans to run in line with company training• Responsible for writing job descriptions for all positions within Customer Services, Telesales, Aftersales and Procurement Departments• Introduced new roles within the department; including Team Leader for after sales service and Trainers

Level 5 Executive Diploma In Management, Business Administration And Management, General

Education record

Master Of Business Administration - Mba