Bev Heald Email & Phone Number

Peterborough, Uk

Peterborough, United Kingdom

• Managing public sector and small/medium Business customer orders from point of sale to successful installation• Coaching a team of Order Managers to meet KPIs and develop enhanced customer service and prioritisation skills• Working with all relevant technical departments and 3rd party suppliers on complex solutions and multi-site projects against SLAs• Taking 2nd line escalations to resolve customer complaints and restore customer loyalty and confidence• Identifying risks, facilitating between departments, resolving issues, and conducting root cause analysis

Peterborough, United Kingdom

• Planning and managing installation of telecommunication services for Virgin Media’s business customers• Liaising with internal departments and 3rd party suppliers, identifying and rectifying risks, dealing with business to business queries

Peterborough, England

- Faults Assurance Administration- Worked independently using own initiative to cleanse data on Remedy Faults system• Performed root cause analysis and data analysis on business fault reasons and produced forecasts for coming year• Produced presentations showing results of analysis for senior management• Used outstanding Microsoft Excel, Word, and database skills to verify data and correct omissions and errors• Built good relationships with Service Managers to ensure fastest and most complete responses• Produced twice the results of any other team member through being persuasive and tenacious

• Supervised Accounts Administrator and Designer to ensure office ran seamlessly• Improved business relationships by liaising with all external suppliers in person and via email/phone• Created Excel tracking systems and procedures to improve efficiency• Handled incoming customer enquiries, translating these to orders and income• Input all data on Sage, producing Sales Orders, Purchase Orders, Invoices, and Credit Notes• Responsible for all IT issues on site, including installing new software and hardware• Designed and implemented social media marketing on Facebook and Twitter, suggested SEO for website• Was so productive and effective I was to be fast tracked to a Directorship

Peterborough, United Kingdom

• Coordinated delivery of Peterborough Skills Service to improve employability skills of young people• Met regularly with local colleges, schools, and employers to advise on accessing £30m government funding• Built and maintained great working relationships of respect with over 30 training providers• Used those relationships to collect detailed data to inform employers, schools, and Youth Service• Project managed implementation of new £12k database, including IT technical help and budgeting• Wrote all content for new business website, and used social media marketing on Twitter and Facebook to improve our business profile and inform customers• Analysed employer data for potential new business leads, and passed these on to my team to follow up

Peterborough, United Kingdom

• Checked complex government contracts for Children’s Services Director, highlighting risks and errors• Coordinating and supporting appropriate delivery of Apprenticeships and Work Related Learning to ensure local offer meets learner and employer needs• Advising providers on government funding allocations worth over £30 million• Liaising with providers, employers, employer organisations, higher education institutions, and educationalists to inform and tailor supply to demand

Peterborough, United Kingdom

• Link Officer supporting 60 x Peterborough Youth Council (PYC) and UK Youth Parliament members, inspiring and encouraging them on how they could influence local leaders to do more for young people• Through my enthusiasm, increased participation on PYC from six to 22 centres, from 2 to 38 members• Link Officer for UK Youth Parliament and Peterborough Youth Council, supporting their objectives, and ensuring the voice of young people is heard by city leaders• Coordinated most successful city-wide election to that date for Peterborough's Youth Parliament, reaching thousands of young people in school, college, and community settings• Supporting Youth MP to attend House of Commons national and local debates to raise profile of issues affecting young people aged 11-19

Peterborough, United Kingdom

• Checked complex government contracts for Area Manager, highlighting risks and errors• Coordinating and supporting appropriate delivery of Apprenticeships and Work Related Learning to ensure local offer meets learner and employer needs• Advising providers on government funding allocations worth over £2 million• Liaising with training providers, schools, and colleges to inform and tailor supply to demand• Helped facilitate Funding and Data Workshops for local schools and colleges

Peterborough

• As Learning Coordinator for Cambridgeshire, assessed staff skills needs and matched training opportunities• Planned and booked training resources for local sessions and sourced venues if our rooms were too small• Publicised and promoted existing courses and reported back any gaps in provision to Regional Coordinator• Inspired many colleagues to learn new skills and maximise their potential, including those hard to reach• Monitored e-learning pathways, trained staff to apply for and track training online via Oracle LMS• Advised Team Managers on courses that could meet their team needs to improve performance

Peterborough, United Kingdom

• Managed performance and quality checked Train to Gain contracts worth £3.3 million• Produced concise clear data and information analysis reports and tools• Developed and maintained relationships with providers and stakeholders• Identified and jointly implemented successful interventions and improvements• Presented data training workshops to over 100 providers and colleagues• Brought on and supported new suppliers to meet gaps in demand and priorities• Advised on National Data Taskforce to resolve longstanding issues• Assessed local employer needs to ensure economic development

Peterborough, United Kingdom

• Managed a team of nine Administrators for invoice claims processing, data entry and analysis• Project managed the administration of £8m government Pilot training contract• Conducted interviews and inductions for all new administrators, plus ongoing 121s and training• Supported contract managers, and answered queries from multiple training providers to improve results• Through this effective organisation and support, our pilot achieved best results nationally from 18 centres• Managed start up, changes, wind-down, and progression in to new projects

Peterborough, United Kingdom

• Set up Excel tracking tools and resources, and designed filing systems for new government training contract, allowing new Pilot project to hit the ground running• Quickly built excellent working relationships and trust with new customers to achieve project aims• Supervised performance of Junior Administrator to ensure all high standards were maintained

Peterborough, United Kingdom

As Customer Service Team Manager:• Managed team of 30 Customer Service Advisors to meet all sales and customer satisfaction targets• Conducted monthly performance reviews with each Advisor, coaching them to improve performance and supported them in addressing any weaknesses• Passed internal Management Development course, requiring evidencing managing individuals and teamsAs e-Customer Service Administrator:• Technically administered new email Customer Service system on BT.com international website• Wrote detailed processes and trained new teams when work moved offices• Administered and advised on BT's website and e-customer service system As Credit Referencing Advisor:• Identified risks and exposed debtors in credit referencing departmentAs Billing Advisor:• Investigated and resolved complex billing queries

Distinction, Applied Psychology, Social Psychology, Child Development; Social Sciences

Applied Psychology, Social Psychology, Child Development, and Social Sciences

Pyschology, Politics And Social Policy

Psychology, Social Policy, and Politics

A Level Psychology, Sociology, English Literature; Gcse English And Maths And Five Others

Activities and Societies: Chair of Sixth Form Working Group, Drama Club 3 x A Levels Grades AAB 6 x GCSEs including English and Maths.