Envision Pharma are a leading global technology-enabled strategic solutions partner for the life sciences industry.As an Incident Coordinator I am dedicated to the ticket lifecycle process and ensuring that tickets are completed in an accurate, timely manner and that incidents are handled appropriately to completion, while maintaining high quality standards. • Coordinating with various teams to ensure any incidents that are critical or tickets which are prioritised or escalated are moved to an appropriate status or resolved in a timely fashion and providing a satisfactory outcome for the clients and stakeholders. • Create useful dashboards in Jira to provide relevant metrics, help monitor workload, data quality and insight to internal teams.• Provide Jira overviews, dashboard training and basic training to new users.• Train internal and external users on the client portal• Analysing the process management and quality dashboards continuously through the day to review, update and chase where applicable to make sure continuous flow of tickets to ultimately a resolved status.• Working daily towards our 4 main pillars of operation: o Process quality – through procedures, workflow, and communicationo Data quality – Dashboards, ticket reviews and trainingo Documentation – knowledge base, SOP’s o Communication – reports, support meeting, open door policy

Managing a team of 15-20 Call Centre agents working from home. Monitoring adherence, absence, quality on a daily basis. Processing timesheets and payroll. Regular 1-2-1's, monthly, quarterly and annual reviews.

Select School Travel is one of the leading operators in school educational travel. As a Sales Co-ordinator I worked alongside the UK Sales team based around the UK promoting and providing quotes for the specific destinations I was responsible for, these were Germany, Spain, Russia, China and East Cost USA. Maintaining relationships with the ground agents and suppliers in the various destinations, where necessary negotiating rates, booking services including hotels/visits/meals, building itineraries to ensure the trip covers the specified learning objectives.

My role is responsible for co-ordinating and delivering day-to-day web merchandising, content updates and enhancements across the Specialist websites. The role provides efficient coordination, exact execution and smooth delivery of ‘Business as Usual’ development activity, ensuring correct specification and briefing, as well as thorough testing and relevant sign off before release. Working in partnership with on/offline marketing departments, commercial, product and IT teams to deliver solutions that satisfy business needs & help to maintain and improve the websites.

Maintaining and Develop customer and supplier relations. Liaise with travel agents, direct clients and overseas suppliers on a regular basis, stepping in on any operational or customer service issues which need further assistance.Monitoring team performance. Take time with the team, monitor work and calls, spot checks and work within the team to keep my knowledge up to date on the types of enquiries which arise.Monitoring of calls when the staff member is struggling in order to assist, coach or take over the call if necessary.Provide support to the Sales Account Managers, assisting them with any operational or customer service query their customers have.Accountable for the day to day running of the Operations and Customer Services team.System knowledge, keeping up to date with the current release of the website, policing the site. Putting forward any development needs which will assist in the efficiency of the departments.Ensuring on full user testing when developments are made which affect the department.Recruitment and training of new staff members within the company. Continuous monitoring and reporting of HR and payroll.Achievements:Promotion from Supervisor to Operations Manager (April 2009)Excellent feedback from both internal managers/directors and external customers.Supported the planning, testing and ongoing development of the website:Planned, assisted implementation and fully tested the development to allow agents/clients to cancel and amend bookings directly on the website, reducing workload into the operations team.Played a big part in the development of the online customer services system, this is a new development which hopes to reduce the manual work currently involved and improve MI reporting.Successfully managed various changes within the customer services and operations team which caused uncertainty and conflict within the department.

(Hotel automation helpdesk for all 4 major reservation systems); Maintaining information in the proprietary database on a daily basis to ensure integrity.Co-ordinating the loading of client's negotiated hotel programs onto global distribution systems. Running audits, analysing the data and provided thorough reports to clients and hotel suppliers.Provide both internal and external customer training on processes and system usage.Accountable for the successful day to day running of the Hotel Automation department.Achievements:Excellent feedback from both internal and external customers.Supported the planning, testing and the ongoing development of a successful internal auditing system of the client rates on the global distribution systems. Presentation on the cost benefit, analysed and outlined the benefits and savings to American Express and its customers.Reward and Recognition for the successful Global launch of our internal GDS auditing system.Increased the accessibility of hotel rates through the global distribution systems to a high level generating cost savings to American Express and its shareholders

Provide a total travel related service to all customers and corporate travel accounts.Maintaining office literature, ensuring all information is up to date and conforms to ISO 9002 standards.Achievements:ISO 9002 accreditation maintained at 100% on all audits.Co-ordinated a large corporate group to the World Cup 1998 in France. Organised all aspects of travel for the group. I received reward and recognition for my work from the corporate company and American Express.