• Delivery of established customer transformation and training services, including high complexity solutions, to identify new ways of working and best practice to ensure customers and users can be as efficient and successful as possible through EMIS Health solutions.• Collection and analysis of customer and/or user requirements and workflows, matching these needs to EMIS Health products and services, ensuring the optimal and effective solutions and ways of working are to be implemented.• Lead process mapping workshops/sessions, guiding the customer in producing documentation for their agreed procedures, such as standard operating procedures, and the local organisations Learning Needs Analysis that will feed into their deployment training plan.• Implementation expert, configuring the solution to meet the needs of the services and its users in all clinical settings across all markets. Configuration and troubleshooting issues are dealt with and all documentation created and delivered to our customers in line with the requirements of their project plan.• Delivery of high-quality, structured training sessions, including high complexity solutions, in varied settings and styles to a variety of audiences, skill sets and number of delegates including but not limited to one to one, small group sessions, seminar style events and train the trainer as needed. • Advise and provide support to the local organisation, as a system specialist, with regards to all aspects of the configuration of the EMIS Group products to meet the requirements of the organisation /service, including, but not limited to, operational acceptance testing, local customisation of Group Products, and delivering plans for suggested business change in line with process mapping workshops.• Influence and motivate colleagues across the EMIS Group ensuring that employee engagement is maximised and change is embraced and a culture of customer focus is embedded.

• Ability to adapt within an ever-changing role to deliver customer training and optimisation services, with the knowledge of resolving highly complex solutions.• Constructed and delivered multiple online seminar presentations, over a live Microsoft Teams meeting to over 250 participants on Understanding the Electronic Prescription Service. • Provide unconditional support to customers in person, remotely over Microsoft Teams and whilst working off-site, meeting their needs and prove they have guidance and assistance whenever necessary.• Identify new ways of working to ensure users work as efficient and dynamic as possible, functioning in new ways to provide best practice.• Directed the enablement of the Electronic Prescribing Service to over 60 Clinical Services during the COVID-19 pandemic.• Able to deliver the highest quality, engaging and analytical training sessions, including high complexity results in a wide range of settings and styles to a variety of audiences, skill sets and number of delegates ranging from small or large groups, seminar events and one-on-one training.• Analyse and collate service requirements and workflows against EMIS Group services and products, allowing the most efficient and effective solutions to be presented as well as the implementation of ways of working.• Lead a variety of sessions, ranging from Introduction Days to start a customer journey with EMIS Group, to the Further Training days that gives the customer a sense of achievement and support that the system migration will aid in their daily activities and roles. • Capable of travelling throughout the United Kingdom to provide and maintain a professional, quality service with the intelligence to work from home, allowing customers to feel valued.• Trusted by Management to visit sites and resolve any previous complaints, decipher and answer any issues and reassure customers support and assistance is available when appropriate.

• Daily correspondence with multiple lenders ensuring claims that have not been investigated/completed are provided with an update/final response.• Further development within the Payment Protection Insurance sector by educating myself to learn the Post-FLOC (First Letter of Claim) processes.• Ensuring all agents communicate with each other to guarantee any lender submissions due to be sent to the are accurate and to the standard of each lender.• Frequent communication with the Team Manager and to provide my undivided support throughout the day, making sure the team runs smoothly and efficiently.• Trusted to create and provide spreadsheet for agents on a daily basis and monitoring productivity throughout the day.• Creation of the team Productivity Tracker which displays the individual agent output for the hour, day, week and month. This assists the Team Manager in relation to targets and performance.• Regularly raising new offers and defends via the Invoicing and Pre-FOS (Financial Ombudsman Service) departments to allow the company to bill the claimant or correspond with the Financial Ombudsman Service to challenge the lender decision.• Completing all quality checks that are equally split throughout the month and to allow any feedback to be issued using a ‘Feedback Sandwich’ approach.• Assisting in any managerial queries directly where a claimant has made a complaint to try and contact the relevant department/lender using the most efficient process.• Taking on managerial tasks as part of my development by leading team meetings, agent documented discussions or speaking to agents on a one-to-one basis about any issues that arise.• Selected to become an Emergency First Aider and Fire Marshal for the floor to offer calm and safe advice/information if an accident or fire was to occur.• Allowed to issue any new process briefs to the team explaining how the information provided will impact the current processes on the team.

• Assisted with the development of the team by learning the end-to-end process of the Packaged Bank Account department.• Scheduled in-depth training sessions to better myself and train the new Team Manager.• Completed all quality checks on all agents each month ensuring any feedback needed is detailed and understandable.• Trusted to lead the team when the Team Manager is unavailable by actioning any managerial tasks – an example would be to answer any queries/issues agents have encountered with their claims either by call or email.• Constant communication with the Team Manager and Senior Management on a daily basis to gain the correct figures needed for backlog and outgoing postal reports.• Ownership of email distribution within the team ensuring any outstanding Offers, Required Further Information or Declines are to be completed as soon as possible.• Target driven to ensure daily and monthly targets are as high as possible.• On a daily basis, taking the time to sit with agents and explain their daily tasks, problem solving or feeding back any quality fails.• Was requested to switch departments by my previous Manager on Pre-Submission as help was needed developing the team from scratch and as I have worked under the Manager previously, I could be trusted to efficiently run the team in any absence.• More adaptable within the business as the Packaged Bank Account end-to-end process is similar to the Payment Protection Insurance process – previously only known up until the Pre-Submission stage.• Carried out any training efficiently regarding any lender changes or business briefs issued.

• Provided support to the Pre-Submission Team Manager in the day to day running of a processing team.• Carried out daily quality checks in respect of the team to ensure accuracy and consistency throughout the process at the same time providing feedback and ongoing training and support to individuals where required.• High level communication both internally with senior managers and externally specifically issuing electronic Data Subject Access Requests to lenders. Implementing and communicating any lender specifics throughout the team.• Proven ability to manage and co-ordinate resource in the absence of my Team Manager to ensure we maintain prioritisation of workload and keep backlogs to a minimum.• Assisted my Team Manager with planning ahead for high level department targets to ensure they are met for month end, this includes forward thinking and organisational planning of workflow, resource & training requirements.• Monitored individual attendance and lateness and recording the required information to report to the Human Resources department.• Monitored performance of all team members to ensure all submissions are sent within the required timescale.• Coached individual team members in processing and communication skills supporting each member’s growth within the company.

• Prepared, scanned and collated claim data to issue Data Subject Access Requests to specific lending groups.• Communicated both internally and externally specifically emailing key agents within the lending groups and providing claimant information ensuring DPA guidelines are followed and quality is priority.• Assisted other agents on the team where possible, providing help by answering any questions.• Being pro-active and using my initiative to keep on top of workload by moving onto different submissions once my submission was complete.• Whilst in this role I was nominated on several occasions by my fellow colleagues to receive ‘Star of the Week’ within my department.

Before I was appointed my current role by the Retail Customer Service team, I was asked by the Customer Service Manager to assist the team due to staffing levels. I was then asked to join the team on a permanent basis due to my variety of skills, knowledge and experience that I had gained from my original position. Being on the retail side of customer service, I am in my element as I have previously worked in retail but I now use that experience along with the knowledge gained since working for Betfred regarding betting terms and rules, to give an efficient and professional service to every customer. My position and hard work was then rewarded two months into my new job by receiving ‘Employee of the Month’ for November 2014. As I grew in my new role, my knowledge of the business and industry expanded and so did my responsibilities which involved assisting the Duty Managers and Customer Service Manager directly, proving I could be trusted with tasks at a management level. I have also been issued with a training role, similar to my coaching role when I was a member of the Digital Customer Service team, where I would train new members of staff the important procedures and software needed to provide a professional and effective service to our customers. Providing thorough training and interactivity during the training process was key, allowing the trainee to gain important knowledge and confidence within the job role swiftly. Being trusted with the task of training new staff allows members both new and current to approach me more often with queries that I can assist in solving promptly and provide the required information at a level of quality. Being in my new role has helped me become a more mature and skilled person as part of a strong, proficient team where I can share my knowledge and acquired skills with the team on a daily basis. I have also started using my IT skills to provide customers with letters and account statements by using my abilities in Word and Excel.

Since leaving Tesco for Betfred I have very much enjoyed my time at my current job in Customer Services. I transferred my customer service skills from Tesco in regards to face to face customer service and amended my skills into working in my first office environment. Since being at Betfred, I have put my head down and gone out of my way to help the team get a good reputation. The team is like family and there are no individuals as we all stick at it together which makes me stronger, being a great team member. Since my short time at Betfred I have been made into a team coach, allowing me to use my skills as a fast learner to assist the team with queries. Since being a team coach, I have travelled out to Gibraltar to learn the casino side of Betfred as at first, we were only the Sports online Customer Service Team. I have been assisting management and team since being made a team coach always asking if any assistance would be needed. I have further used my IT skills being at Betfred using a wide variety of systems and shortcuts on programs to help my work become very efficient.

I have worked for Tesco since June 2007. Checkouts at retailers are more than just scanning and taking money; you have to understand problem solving, and have a good memory. Being there over four years has helped me to develop a broad range of skills.I have been given extra responsibilities in terms of been trained to work in the petrol station and security, which requires me to work under my own initiative. In turn I have trained new starters to the organisation supporting them through their induction process.Excellent communication skills are vital to this role and the duties I undertake, both with customers and fellow colleagues. Ensuring customer focus is key at all times (both internal and external). This has been clearly demonstrated by having been awarded the Value Award on numerous occasions, whereby customers have nominated me for delivering outstanding service to them.Skills at work: Customer Support, Communication skills, Adaptability and change, Problem solving, Development of others.