Chloe Pinnington Email & Phone Number

United Kingdom

I am responsible for managing and delivering complex strategic projects for the company, ensuring that all aspects of the project are aligned with the company’s goals. My role involves actively managing risks and issues, and I am committed to effectively escalating any concerns as necessary. I adhere strictly to business change management processes, guaranteeing that all impacted users are kept informed, have access to the necessary documentation, and receive appropriate training when applicable. Additionally, I chair and conduct project update meetings with senior management stakeholders, providing them with regular reports on progress and addressing any challenges that arise.

My responsibilities encompassed a comprehensive review of current processes to identify areas for improvement. Establishing and managing process performance objectives, taking full responsibility for end-to-end performance. I created and facilitated stakeholder communities, ensuring they receive regular communications, workshops, and end-user training. My role involved initiating and driving process improvement activities, as well as implementing controls to guarantee process adherence and manage variations specific to regions, countries, or clients. As the primary point of contact for all process-related information, I operated effectively in global, regional, and local contexts, demonstrating a solid understanding of business operations. I was dedicated to develop and maintain best practice methodologies for analyzing the effectiveness of key processes. I provided advice to stakeholders on improvement options, applying business process redesign methodology to develop effective solutions to business challenges. I ensured that processes were documented accurately, including all supporting documents, and oversaw the management of process and related document reviews. Additionally, I I managed a team of Incident Managers both directly and operationally through a dotted line, as well as a team of Major Incident Specialists, focusing on their training and development.

Lichfield

I took on the responsibility for managing service delivery for operations of medium to high complexity clients. My role was to own and drive the management of MS Operations, ensuring we delivered the MS elements in accordance with the Service Description and the SLAs agreed with our clients. I ensured that all parties involved, whether internal or external, met the service delivery objectives and catered to client service needs.I was proactive in driving regular service operation reviews to monitor the performance of current and future service deliverables. Assisting with the provision of quotations and accurate pricing for services required by the client, whether on an ad hoc basis or for renewals.My responsibilities extended to managing incidents and problems, responding to escalated queries, and managing and driving major incidents to ensure all relevant stakeholders were updated until resolution. As the operational manager of the service desk team, I created and executed monthly reports, including the calculation of chargeable items. I served as the primary interface for all operational activities, both on the client’s site and remotely. My role also involved third-party and contractor relationship management, as well as performance management of Service Desk agents to ensure they met the criteria expected by the client. Lastly, I was involved in reviewing and implementing Continuous Service Improvement (CSI) initiatives, both internally and externally.

Derby, United Kingdom

I built relationships with national and local employers to find suitable opportunities for our candidates. I created action plans for the branch to follow in order to achieve our targets. I undertook and created dedicated workshops to assist candidates in achieving their goals. I worked with candidates with disabilities or health conditions with the long-term aim of finding them suitable sustainable employment opportunities. I ran development sessions which included CV writing, application techniques, interview techniques, and confidence building.

Birmingham, United Kingdom

I undertook Service Review meetings with all clients to discuss service levels and service delivery. I was the first point of call for escalation from customers, handling incidents until resolution. I created and implemented a resource schedule for engineers and managed it effectively. I was responsible for the support service desk, focusing on best practice and implementing new changes and procedures to ensure SLAs were met and our service support proposition was maximized. Additionally, I recruited new staff members across the business, adhering to HR procedures.

Lichfield

I ensured that regular Service Review meetings were scheduled in accordance with customers’ contractual agreements and attended these meetings to discuss service levels and service delivery. I created Service Review Documentation that included incident statistics, trending, and data analysis. I was available as the first point of call for escalation requirements and managed them until completion, followed by incident management and reporting. I identified any training required to support the service, either internally or within the customer environment, and established excellent working relationships with key contacts.