Fern Russell Email & Phone Number

Andover, England, United Kingdom

Andover, Hampshire, United Kingdom

Basingstoke, Hampshire, United Kingdom

Resource planning and forecasting for the Police side of DriveTech, approving holidays, recording sickness and arranging 121's and meetings. I report on the whole Client Services department on daily/weekly basis. Built four operational budgets for teams within Client Services, update and maintain on a monthly basis, budget vs actual figures. Manage the incentives payment for Client Services, record the performance of each individual, report to the Team Managers regarding their teams.

Basingstoke

Responsibilities include:• Creating, maintaining & managing Controlled Documents and Development Modules in accordance with both business & ISO Standards• Creating & maintaining manuals for the rest of the business• Quality Monitoring telephony teams’ calls, identifying training & development requirements• Monthly reporting• Conducting internal audits, working through processes and procedures, identifying & reporting non-conformities.• Completing supplementary audits to ensure any non-conformities have been addressed and corrected accordingly • Identifying improvements to be made in the service provided to customers In addition worked for 18 months as an Account Manger which brought with it additional responsibilities:• Facilitate the departments ‘beginning to end’ booking processes. • Dealing with complaints over the telephone and also in writing/email. • Producing reports for customers and making sure KPI’s are hit and databases kept up to date.• Month End – checking all training sessions are completed with reports submitted. Raising invoices to customers.• Produce reports on a daily, weekly and monthly basis on how Peak Performance is performing and distribute to management.

Basingstoke

Basingstoke