Laura Tonna Email & Phone Number

• Strategically coordinate resource and capacity for Health Assessment and GP diaries across London, ensuring client demand is fulfilled, meanwhile satisfying various business objectives.
• Analyse booking data and reports to ensure efficiency, minimal wastage and high utilisation.
• Communicate well with internal and external stakeholders.

• Exceptional customer service via all platforms, including f2f.
• Medical paperwork tracking.
• Order office consumables and client refreshments via a Lawson system, which I then went on to train the rest of the team to use
• I was a member of the Customer Focus Committee; we met regularly to discuss client feedback. Agreeing on behalf of the team the best approach to enhance the client journey.
• I was the Information Governance Coordinator. This included quarterly online audits and building an ISO portfolio. I also assisted auditors on their inspections.
• I introduced many new processes and effectively implemented them amongst peers across the country via f2f training and a digital CSA guide I produced for training purposes.

London, United Kingdom

• Handle customer enquiries regarding admissions, accounts and general information.
• Ensure services were being utilised to fullest potential, with extensive diary management to maximise revenue whilst abiding by Ofsted guidelines.
• Process bookings using Parenta (booking system) and later invoicing and processing payments.
• Prepared and took minutes for many Board Meetings, Manager Meetings and Sub Committee Meetings. I also represented Mudchute in many external networking meetings
• I maintained many parts of a high traffic website, guaranteeing information was accurate and updated regularly.
• Responsible for creating the Annual Report. This was distributed to all members and the Charities’ Commission.