Providing comprehensive personal, secretarial and administrative support to our CorporateLeadership Team (CLT).

- To Provide assistance to the Senior Governance Officer to ensure that corporate governance and conduct is of the high standards for CCHA.- To Support Health and Safety Manager with Administration on Corporate Health and Safety- Provide Administration support to the wider Governance team, Board, Senior Management and Operational Management.- Support in dealing with customer service to all key stakeholders.- Maintain Board and Board Sub Committee meeting minute files and decision logs.- Support the coordination of monthly KPI reporting

● Effectively dealt with the day to day IT and related administrative operational issues ● Providing general support to users on the available ICT systems and administrative related processes as requested by the supervisor and the office such as process guidelines for various applications, preparation of routine correspondences and gathering data to run various reports

● To support and assist with the monitoring and management of the electronic invoice inbox liaising and reportingwith the Finance team and the Senior Management Accountant as necessary.● To prepare and sort documents for data entry to ensure the purchase ledger function is run efficiently andeffectively.● To accurately input invoices for invoice logging into the finance system working under deadlines and having toefficiently manage workloads

My role was to support Sonovate’s operational performance through effective and timely management administration tasks multi-tasking using a range of tools and applications. I would undertake duties necessary for the Operations department to function as expected, working to strict deadlines (SLA) and KPI’s throughout the day. (uploading invoices, cash uploads, reports etc)This would include working closely with our Credit Control department and Finance Director to communicate and ensure certain tasks were prioritised.I had to adapt to change in a busy and fast paced team efficiently managing workload and to understand the inter CRM and ticketing systems, and the integral role it played internally.

I had to assess the quality for timesheets and placements that are processed by our service/administration team. I’m also involved in finessing process improvements, while complying with all aspects of the company’s vision to top customer satisfaction. I completed quality inspections on 100% of timesheets and placements in a timely manner recording, analysing and reporting on the outcomes of these inspections to the Oversight Team Leader. I would complete a full and prompt investigation of errors found making sure that corrective and preventative actions were put in place. Working directly with the Processing Oversight Team Leader we would assess if training was required to help colleagues or whether to put certain measures in place. We promote and champion a “Get It Right First Time” approach across processing and also have our work monitored. I ensure all timesheet and placement checklists are kept up to date and relevant, updating and creating relevant training manuals and bespoke process manuals for the team. Constantly fostering a continuous drive toward improving the departments - suggesting ideas for areas that need changing or require more focus. I liaise with various departments via meetings/workshops to brainstorm and share ideas/suggestions.Further to this I also took responsibility for other projects working closely with our Finance department. I’ve taken the lead on ensuring training manuals and process are kept up to date. I work to strict deadlines creating reports and keep in contact with recruitment agencies and their clients to maintain a strong working relationship.

I managed and maintained positive relationships with contractors, agencies and clients relating to any complaints or queries regarding timesheets, contracts or usage of the Sonovate portal via phone or email.I’m responsible for the Contractor phone line and also handle the overflow for the Relationship Managers and Executives to ensure calls aren’t missed.In addition to my role I moderate our Customer Service inbox and make sure emails are sent to the relevant department. I assist with the queue and help to make sure we maintain service level in a simple and effective way.I’ve helped map certain processes and provide coaching to colleagues on how to use our system effectively and how best to respond to queries that come through.

I took ownership of and resolve all customer contact through the mediums of Facebook and Twitter. This can range from store service complaints to sensitive media enquiries. I am often asked to support the Moderation and Quality Assurance team. I will moderate all contact before it goes to the team ensuring that all inappropriate or high risk contact is removed. I then distribute the rest of the contact to the relevant queues to ensure a short response time. I also approve or reject my peer’s responses before they go public. I have to stay ahead of current trends to ensure I moderate and approve or reject appropriately, always keeping the brand image in mind.Achievements: I contributed to my operation in Tesco coming 10th in Social Media Customer Service via Facebook and Twitter.

I obtained a role on the first Customer Service WebChat team. I took multiple chats concurrently and was targeted on response times. The chat is live so there’s no safety net for my responses, I had to stay focused at all times. To improve first contact resolution and time between chats I’d call stores and log the issue whilst still on the chat.

I first started at Tesco on a temporary basis. I showed improvement and consistency in my work and then obtained a permanent role taking calls. I took calls for numerous departments and am fully comfortable using computers and a telephony system. I Also started to manage incoming customer contact via e-mail. It was KPI driven and I achieved consistency in my stats and often received ‘Values’ awards for providing excellent service.