Position: Team Leader Admin Care Coordination CentreCompany: Virgin Care until 2020 Transfered over to MPFT (NHS)From/Until: Aug 2017 – Jan 2021Description: Working closely with clinical colleagues to input referrals and organise patient appointments, collate information and demonstrate excellent IT and workload management. I have also been involved in creating the content for a new website and creating new referral forms which have been distributed to hospitals and GP surgeries around the county to refer into our service. I started in 2017 as an administrator and within 10 months I was promoted to Team Leader, where my skills & experience are put to use.Duties (not limited to):• Assisting higher management with the creation of new referral forms, website content and flow charts• Performing team appraisals and 1:2:1s with my team• Supervising my team and helping them with difficult calls & complaints• Managing the Admin team for the Care Coordination Centre including ‘difficult conversations’, performance management and improving processes• Developing new processes to ensure patient experience is kept to a high level by implementing “go to guides” for the team giving them the answers to many questions asked by patients/families saving the patient having to wait for a call back from a member of another team• Being the Super-user within our team for EMIS, to assist with training & development for the entire East Staffordshire team• Inputting incoming referrals from GPs an Consultants into EMIS web, our clinical system• Patient call handling – including calls for the Rapid Response, Community Matrons and District Nurses• Booking new appointments/follow up appointments for patient/clinicians• Ensuring patient enquiries and dealt with quickly and effectively• Covering the weekend District Nursing phone, taking messages from patients and ensuring they get to the correct team to arrange a visit for the same day• General day to day administration tasks

Duties (not limited to): • Day to day Operations Management of all properties (hotels) and oversee the company’s own development team• Working with the head builder to oversee all refurbishment & development works, including the planning & designing of our new style rooms. • Managing a team of up to 30 employees in a busy environment at all levels ranging from housekeeping to our building team and foreman• Establish and implement departmental policies, goals, objectives and procedures, including introducing departmental operations manuals• Encouraging, identifying and developing best practice strategy • Dealing with customer complaints promptly and efficiently• Replying and responding to all reviews left on Trip Advisor and other 3rd party websites• Research and Implementation of new Online Reservation Systems• Simultaneously managing & organizing multiple projects, Planning maintenance works, liaising with builders and suppliers to various tradesmen/women to ensure on time delivery • Day to day revenue management of both properties• Setting up 3rd party websites and dealing with the contracts• Turning 3rd party bookings into direct bookings and long term repeat business• Liaising with tour operators for groups coming into London seeking accommodation• Responsible for the recruitment and training of new employees• On-going customer service training to all employeesI was also responsible for working with the in-house building team to project manage including -design, draw up plans, and monitor the progress of our renovation works which took our standard rooms to premium rooms with complete overhaul and modernization, whilst still being operationally manageable for the guest houses. This involved floor by floor works, ensuring as little disruption as possible to our guests staying with us and ensure we hit our completion date targets.

I started working at the 40 bed hotel as a receptionist in November 2009, in under one year, I was promoted to hotel General Manager. I worked very hard to get to this position, and began to overlook all aspects of the hotel, including, front desk, housekeeping, health + safety, sales, and customer service. I was responsible for the entire hotel and all the team that were employed there. I drove myself and my team with our impeccable customer service as I believe the main focus of a guest experience is made by this. I was also involved in auditing other hotels within our company, which means me travelling around the country and coaching other hotel managers on best practices. My biggest achievements to date at the hotel, are becoming general manager, gaining a 99% pass in recent health and safety audits, and passing the annual brand audit, with the highest score within the franchise of hotels (15 hotels)Job Roles:The auditing of other hotels in the company to ensure a consistent level of service throughout the chain, people management and holding ‘difficult conversations' with non performing employees, responsible for sales and marketing , finances, people management, controlling profit and loss lines, managing and achieving the weekly sales targets, training of new and existing employees using training workshops, stock control, customer service training, attend management meetings, working on the reception desk, and also helping out with different departments when required. I am not afraid to get stuck in from cleaning to reception.

I worked at Sainsbury's for a number of years, I believe this is where I started to develop my team leader personality, I started here working as a cashier on the tills, and within one year was made checkout supervisor. I thoroughly enjoyed my time at Sainsbury's. I did have a 6 month break in my time here to fulfil a dream of working abroad. Job roles: Supervising a team of up to 35 staff, Closing down the store, Delivering excellent customer service, Dealing with customer enquiries, Cash and card handling, Stock taking, Replenish stock, Entering details onto computer, Dealing with complaints, Planning and organising promotional activities (for Sainsbury's bank), Meeting sales targets for Sainsbury's bank by using the promotional activities

Cleaning roomsKeeping public areas tidyCustomer serviceCleaning meeting/conference rooms after an eventThe set up of meeting/conference rooms for events (weddings, conferences etc.)