Emma Hill Email and Phone Number

• Managed companies' flagship laboratory, responsible for operations,logistics, health & safety, and process improvement. • Ensured processes were followed and continually improved, while staff had the necessary resources to execute their role properly.• Monitored expenditure and reduced costs where possible.• Managed all facilities requirements, including maintenance, wastage, utilities, and certification.• Improved sample throughput process to increase the lab capacity and efficiency to the highest level on record.• Arranged movement of covid samples when required, coordinating transportation, cross lab comms and ensuring capacities were not overly stretched.• Responsible for Health & Safety, including site inductions.• Acted as point of contact for customers on site to deliver proper customer service.• Set up a swabbing facility for customers to test on site, in person.• Acted as point of contact for landlord and service providers.• Conducted investigations into procedural failings and staff grievances.• Oversaw and managed work schedule of companies’ maintenance department.• Prepared site for external audits and ensuring all quality standards required of ISO15189:2012 laboratory accreditation is adhered to across all departments.• Quickly adapted and led teams under the pressure of increased number of samples in rapidly changing environment to support high demands of varying clients, within corporate, nuclear and defense industries, as well as VIP service and retail.• Quick learner as demonstrated by rapid promotion.

• Developed and strengthened processes to ensure KPI’s and SLA’swere adhered to. • Liaised with lab operatives and managers create a tracking management tool which was then adopted across the other laboratories as a standard operating procedure.• Introduced handovers for shift changes, improving communication across departments.• Oversaw quality checking of data entry and covid results publication system.• Unpacked and prepared covid samples whilst following the correct SOPS and Health and safety protocols for the laboratory standard.

data entry for Circular 1

• TUPE transfer from Liberata acting on behalf of BBC, to permanent employee of BBC. • Provided excellent customer service to the public around housing benefit and council tax, operating both face to face and over the phone. • Handled payments and used a helpful and sensitive nature to treat all customers as individual cases, tailoring to their needs. • Liaised with internal recovery agents to provide solutions to customers with financial difficulties. • Used excellent and professional communication skills to all customers to ensure customer satisfaction, ensuring all information provided was accurate and up to date.

• Provided care services for people of all ages, from children with disabilities to elderly and end of life care. • Met personal care needs to a high standard while always being sensitive and understanding to the needs of each individual case.

• Provided part time relief as teaching assistant for local schools. • Studied psychology and NVQ level 3 in care whilst working in this capacity.