Responsible for the operation of daily office functions and duties including administrative support to Director of Global line of Business. This includes:Managing diary/calendar, e-mails and managing internal correspondence. Arranging meetings for Managers including co-ordination of team meetings and larger events such as annual planning meetings.Co-ordination of travel arrangements, including organizational preparation and follow up like booking of travel expenses.Booking meeting rooms / venues for the team.Managing Workflows and monitoring items like vacation requests, purchase orders, internal orders, distribution lists, inventory etc.Perform and monitor purchase activities (e.g. office material, business cards, 3rd Party purchasing), including master data creation and administration, creation of shopping carts, reporting and tracking on purchase orders updating materials including PowerPoint and excel spreadsheets for meetings and presentations. Preparation and follow up of meetings including taking meeting minutes.Manage shared drives and communities.Administrative support for new starters into the team to include ordering of equipment and monitoring induction.Developing collaborative work relationships within own team and cross-functional, including representation of team towards senior management.Supporting internal projects, including decision taking within clearly defined framework of departmental guidelines and practices.Community Building & Best Practice Sharing between different offices.Managing controlling and reporting activities on behalf of manager, e.g. creation, staffing and reporting on internal orders, reporting on cost centers and creation and maintenance of C-Users.Monitoring budgets.Negotiating costs with Hotels and adding them to our preferred vendor list.

Obtain detailed and accurate information relating to the business impact of customer’s technical issues utilizing effective questioning techniques via phone calls, emails web form and chat.Engage with appropriate stakeholders including Critical Incident Management to ensure critical situations are dealt with effectively and timely.Assist Customers with issues relating to system access, license keys software downloads.Identify opportunities to enable internal and external customers through proactive navigation of various SAP information sources including KBA’s, SCN’s and the Support Portal.Proactive education of customers via SAP Support Infrastructure info sessions and Support Portal demos.Contact customers in the US, UK, Norway, Sweden, Denmark, Ireland, South Africa and Canada and get feedback for the Positive Call Closure campaign. Do weekly and monthly reporting and hold monthly conference calls with Global office and provide updates at team meetings.

Handle queries from G.P’s and Patients in the Western Health Board region in relation to patient’s eye appointments. This includes:Work closely with Eye Consultants to make sure clinics run efficiently.Check patient’s personal details and update as appropriate on Patient Administration System (PAS)Book appointments and issue letters to patientsUpdate information from letters on (PAS) system when I receive them from G.P’s

Customer Service Representative 2001 - 2002 Total Account Management for all Nortel Inter Company accounts e.g. Nortel Australia, Taiwan and all UK Channels; I also managed accounts for Internordia (Sweden) and ELTELE (Norway), distributors in Norway and Sweden. This included:Provided customer service support to Distributors and Country Managers.Interacted with Sales and Finance teams in setting up new customer accounts.Attended daily production meetings and weekly sales conference calls.Liaised with IS, Material Planning and Factory Order Management in Ireland to ensure timely delivery of orders.Configured orders and appropriate software to ensure that customer specifications were country compatible.Co-Ordinated with Logistics for Customer Shipments.Planned and participated in Customer site visits.Order Validation Co-Ordinator 1995 – 2001 (Promoted to Customer Service Representative) Prime contact for entering and validating all orders on the relevant order entry systems mainly Ordergen, EMC, Boss, Net Price and SAP.Interacted with approximately 25 Customer Service Representatives on a daily basis to capture relevant information required to validate orders of varying complexity. This included:Acting as prime contact in Galway for Nortel Holland for all orders required.Trained new employees in Customer Service on Nortel’s products and processes using the various tools. I also gave demonstrations to customers of various processes during in-house customer visits.Participated in testing and introduction of new ordering tools.Highlighted ordering issues to COM Reps and recommended process improvements.Liaised with Engineers, Product Line Management and Customer Service Reps to resolve technical issues experienced by customers.

Worked in Document Control Department and liaised with Manufacturing Engineers on changes that were to be made to engineering documents and made sure all new documents were approved and updated in the correct systems. This included:Typing of specification in word-perfect documentation system.Preparation for approval of all engineering change requests (ECR’s) for changes to products in the Device Master Record system. All documents used to manufacture, inspect or purchase any material component, tooling or products were controlled by the DMR system.Filing of documents in controlled locations.Copying, recording and distributing unofficial DMR documents for reference purposes and official documents for purchase of materials. These documents included procedures, drawings, labels, inspection instructions and many other types of documents.