Coordinate comprehensive training and mentoring program for new employees, empowering them to address inquiries effectively and resolve client complaints while enforcing high-quality standards by rigorously overseeing the quality control of notes and leads generated, increasing both team performance and client engagement.• Implement rigorous quality control measures for leads generated, resulting in a 20% reduction in errors and inconsistencies, thereby improving client data accuracy and reliability.• Advise stakeholders on internal communications best practices and collaborate with business stakeholders to develop, deliver and measure internal communications strategies.• Conduct extensive research on contacts, anticipating and addressing their needs before communication, resulting in a 20% improvement in targeted communication and stronger client relationships.• Ensure the seamless utilisation of best practices, procedures, methodologies, and tools, aligning them effectively to propel the achievement of business plan objectives.

Facilitated outbound communication projects, increasing international lead generation year-over-year and maintaining robust client relationships, promoting initial engagement and ongoing business development, which helped navigate cultural and language barriers, ensuring clear and effective communication, enhancing client satisfaction and long-term relationship building.• Implemented a systematic record-keeping system for client interactions, resulting in a 23% improvement in data accessibility and facilitating more informed decision-making processes.• Conducted targeted calls campaign with clients, leading to a 25% increase in lead generation and successfully expanding the client base through proactive communication strategies.• Ensured clients received prompt and effective technical support from experts, contributing to a 30% reduction in client-reported technical issues.• Delivered product demonstrations and training for clients, ensuring they fully understood the company's offerings and adapted presentation styles to suit diverse international audiences, leading to a 30% improvement in client engagement metrics.

Professional and knowledgeable Support Officer with a love for coaching and training people to succeed in their careers. Adept in mentoring new and junior business analysts and project managers to success in the technology industry. Contributes to RKY Careers' growth and development by using skills in career navigation, project help, and personalised training.• Mentored and supported over 50 new business analysts and project managers to enhance their skills and capabilities, by organising and facilitating regular knowledge sharing sessions.• Provide personalised help to individuals entering the job market, aiding them in securing desired positions.• Assist team members with a variety of projects, such as website building for client companies, change management projects, as well as digital transformation projects.• Instruct individuals on how to utilise tools like MS Visio; with the aid of UML and BPMN diagrams, for both general and standardised drawing of business processes in a workflow, as well as and Balsamiq for the creation and design of wireframes/mockups, and use cases diagrams, to show the user’s interaction with the system, etc.• Provide detailed and timely feedback on completed activities and assessments, for guaranteed quality and adherence to project specifications.• Maintain project deadlines by efficiently managing work assignments and offering assistance as needed.• Collaborate with team members to discover and apply best practices in project management and execution.

Facilitated the creation of an exceptionally user-friendly and intuitive website, conducted comprehensive requirement analyses, and actively engaged with stakeholders, effectively translating complex business needs into precise technical specifications, ensuring the website's seamless functionality across desktops, mobile devices, and all major web browsers, significantly enhancing user experience.• Document change control processes by clearly defining the change request, the options identified/evaluated and making informed decisions.• Manage stakeholder relationships and requirements elicitation, contributing to a 30% improvement in stakeholder satisfaction and a 10% increase in repeat business.• Ensure that operational teams and subcontractors comprehend client needs by offering contributions and insight into managing the project timeline, scope of work, and budget, increasing workflow efficiency by 17%.• Managed tester training, documentation, and planning for User Acceptance Testing (UAT), including UAT completion sign-off, which led to a 25% decrease in UAT test cycle time.• Prepare comprehensive documentation that includes Vision and Scope, BRD, SRS, User Stories, and Use Cases to guide project teams through complex processes.

Performed call agent duties for the Isolation Assurance Campaign on the NHS Test and Trace Team during the Covid-19 pandemic, initiating and managing communication with travellers entering the UK, ensuring strict adherence to privacy and confidentiality standards utilising empathetic and skilled communication to verify client details, escalated clinical issues, and provided essential quarantine guidance.• Assessed and confirmed the safety and well-being of over 600 clients in isolation, ensuring access to food and necessities and facilitating a safe home isolation environment.• Provided accurate and approved information on quarantine procedures to approximately 800 clients, ensuring clear understanding and adherence to public health guidelines.• Coordinated information transmission and support for over 400 clients in partnership with major service providers, adhering to local protocols to guarantee prompt and efficient delivery.• Conducted thorough verification of client details in each interaction and efficiently escalated over 300 critical clinical issues to Tier 2 Clinical Heads for prompt resolution.

Provided consultancy services to internal and external service units, managed the recruitment processes, oversaw training and induction of new employees, and spearheaded the formulation of strategic and optimised resource allocations, improving operational efficiency.• Conducted thorough risk assessments and implemented effective risk mitigation strategies, significantly reducing potential business disruptions by 23%.• Gathered business requirements and mapped data elements for the development of a new data mart to satisfy all reporting needs of the compliance department, • Championed new employees' training and induction processes, ensuring a 90% retention rate, which reduced the hiring cycle by 25% and improved the quality of new hires.• Provided expert consultancy services to in-house and external units, enhancing service delivery by 30% and contributing to a 25% increase in client satisfaction.