Debra Wheatley Email & Phone Number

Telford, Gb

Telford, England, United Kingdom

Managing a small team of Customer Service Agents and Business Development Managers, my role was varied and wide ranging. As part of a FTSE100 corporation, processes and procedures were at the forefront of all business operations. Once bedded into the role with a firm understanding of day to day tasks, I developed and cross trained all members of the team to improve business efficiencies and continuity. This resulted in the end of the reliance on individuals, eliminating single points of failure when sickness and annual leave were taken by key members of staff. The longer term impact of the improvements was also reflected in the business trust pilot scores, going from a score of 3.6 to 4.4 stars inside 10 months of my start date. I was responsible for setting and managing KPI’s, identifying talent and setting improvement plans in place for underperforming members of the team. Following a restructure of the team, I was able to eliminate a part time role from the team without impacting service delivery. As part of the sales support role, I prepared tenders to grow the business, winning 70% of all tenders applied for. Supporting the rest of the management team with staffing issues, inefficiencies and personal issues, I became a valued member of the SP team as well as the wider Williams Medical team, mentoring staff on and off site, sharing knowledge and best practice across the group.

Telford, England, United Kingdom

Recruited to help with the business start up, writing and implementing policies and procedures for HR, Health and Safety and Business Operations. Managing a changing workload and adapting to various roles. Supporting with procurement, recruitment and marketing. Establishing business accounts including payroll, purchasing and general bookkeeping. Writing processes for various roles to ensure competence of new starters. Building brand awareness and managing existing and building new client relationships by managing expectations, ensuring legality when signing contracts and agreements and effectively communicating with all parties. Adhering to deadlines to ensure the smooth running of social media releases and participating in promotional material. Writing published articles for a variety of industry related publications to build market place presence and brand marketing.

Lawley & Overdale, England, United Kingdom

Working as the Customer Service Manager for a large supermarket chain, leading a team of seven leaders and approximately 70 members of staff. Ensuring KPI achievement over all areas of responsibility, coaching and mentoring leaders to improve capability and performance of all staff members in delivering customer service excellence. Responsible for several departments including the cash office handling large quantities of cash daily, following policy and ensuring all audits are passed. Implementation of new procedures to respond to areas for concern highlighted by the store manager and directors resulting in overall improvements and enhanced customer experience. Ensuring all staff members complete all mandatory and additional training to enhance their own performance and personal development to encourage upward movement for those looking for advancement. Rota, holiday and sick management for all members of staff, following appropriate guidance with regard to trigger points and grievance raising. Ensuring all members of staff are fully flexible and are able to meet business needs, while managing salary overheads and guaranteeing cost effectiveness.

Wolverhampton, England, United Kingdom

Employed as an office manager to improve inter department communication, cohesion, and staff performance. To support the Managing Director in achieving the company vision by effectively managing company departments and working with other directors to grow all aspects of the business. Implementing company policy and procedures to incentivise, support and manage colleagues to deliver outstanding customer service, business growth whilst ensuring compliance. Identifying training needs and areas for improvement and strategically plan and deliver that training with minimum impact to the business. Manage the recruitment of new white and blue collar staff, carry out appropriate vetting to ensure quality of work. Using inspectors to quality check and audit works carried out by our own engineers and sub contractor staff, ensuring low rates of remedial work and exceptional customer service. Proven track record of improving company efficiency, staff morale and inter department communication to achieve company growth in all areas.

Wolverhampton, England, United Kingdom

Managerial role in Telford Job Centre managing a caseload of approximately 100 customers. Ensuring that every customer seen has the best service from DWP by making referrals to appropriate provision including courses, therapy sessions, job clubs and using community partners to move customers towards work. For customers with complex needs, dealing with sensitive issues in a person centred, constructive manner, taking into account physical and mental health conditions, adjusting the interview setting to suit the customer’s needs. Having difficult conversations with people with varieties of complex needs from drug misuse, criminal convictions, lone parents and mental and physical health conditions on a daily basis. Working closely with Safeguarding Teams, Employer Advisors, Disability Employment Advisors, Work Psychologists and other DWP areas, I had to tailor provision for each customer based on their requirements, ensuring each customer had a bespoke service with a view to moving them closer to work in sustainable employment. Holding the role as Lead for Veterans which meant forging partnerships with various charities and specialist veterans’ services, sitting on council meetings which discussed covenant fund spending. I also volunteered for the Health & Wellbeing Advocate and was responsible for implementing changes to office practices to allow DWP employees have a happier, healthier work-life balance. Key Achievements Quality Star of the Month March 2018 for tackling difficult conversations with customers in a quality focused, refreshing way. R & R Award for Customer Focused Appointments, MHFA for the District, Developing the Motivation Presentation – delivered across district.

I took the role within Training Services at DSAE Cosford as an Admin Clerk and Scheduler for Training Plans. This is an agency role working as a “D Band” Civil Servant. My duties include general administration, building, scheduling and altering new and existing courses running at DSAE Cosford. One of the most important parts of my role was during the planning stages of building and remodelling courses was ensuring that once scheduled, the course used the fewest resources possible therefore guaranteeing resource efficiency which was the Commandants primary goal. Customer service was paramount throughout the role, ensuring all requests that were submitted to the department were acted on appropriately and in a timely manner. Key Achievements Built and implemented new course profiles for RAF Lyneham Built and implemented new course profiles for IDT (International Defence Training) Courses Remodelled a key Avionics Course to compress the teach to reduce time spent at Cosford by trainees Attended all in house, civil service mandatory training and external training to become First Aid at Work qualified.

Psychology With Councelling, Psychology

Activities and Societies: Student membership to BPS

A Levels, 9X Gcse'S 3X A Levels