BUSINESS SUPPORT SERVICES: Bespoke, flexible, cost effective business support services to start-up businesses, small businesses, sole traders, solo-preneurs and tradies without having to have any fixed cashflow costs or additional employment responsibilities. So you can take care of what you're good at, while I take care of what I'm good at for you. There's no need to provide office space or equipment for your required tasks to be completed, we can take care of the work from a virtual… Show more BUSINESS SUPPORT SERVICES: Bespoke, flexible, cost effective business support services to start-up businesses, small businesses, sole traders, solo-preneurs and tradies without having to have any fixed cashflow costs or additional employment responsibilities. So you can take care of what you're good at, while I take care of what I'm good at for you. There's no need to provide office space or equipment for your required tasks to be completed, we can take care of the work from a virtual location.PROCESS DESIGN / REDESIGN / IMPLEMENTATION: Business processes define the ways in which operations are carried out to accomplish the intended objectives of a business or organisation. In order for any sized business to function efficiently and effectively, robust processes need to be in place. If your business doesn't have clearly defined processes or if existing processes need to be improved, I can take care of that. This service also includes the production of process manuals which also double as 'How To' training manuals, highly effective for the training of new staff or for existing staff to follow if the person performing the role is off sick or on holiday; ensuring all daily tasks are completed as usual. If you are happy with your existing processes but don't have them documented I can take care of that too.LIFESTYLE MANAGEMENT: Hectic schedules and busy lifestyles can leave little time and energy to manage all the tasks of day to day life. AdHoc VA offers a Lifestyle Management service designed to meet the needs of anyone from busy professionals to busy full-time mum's or dad's. Whether it’s sorting out that epic to-do list, sourcing better deals on insurances, energy providers or other household utility providers, sourcing trades people, organising a party for a friend or family member and more. I can help take care of things for you when you just don’t have the time - or inclination. Show less

Providing administrative support to the project office team and PA support to the Director, Infrastructure & Commercial Services.

Providing administrative & PA support to various departments at Whangarei hospital.

• Providing programme administration and project management support for the Neighbourhood Healthcare Homes initiative in conjunction with the Northland District Health Board, Manaia PHO and Te Taitokerau PHO.• Creating and maintaining Smart Sheets and Smart Sheet Reports.

KEY ACHIEVEMENTS:• I was offered a position that was created for me at Health Alliance following an interview for a different role.• Identified the need and proactively and autonomously produced process documentation and process improvement recommendations - using Lean principles - for all the mobile phone issuing and support processes for the Northern Region District Health Boards, including 'As Is' and 'To Be' swimlane diagrams, 'To Be' mock ups, 'To Be' requirements catalogues and… Show more KEY ACHIEVEMENTS:• I was offered a position that was created for me at Health Alliance following an interview for a different role.• Identified the need and proactively and autonomously produced process documentation and process improvement recommendations - using Lean principles - for all the mobile phone issuing and support processes for the Northern Region District Health Boards, including 'As Is' and 'To Be' swimlane diagrams, 'To Be' mock ups, 'To Be' requirements catalogues and presentations for each DHB demonstrating the current 'As Is' processes against the 'To Be' improvements.RESPONSIBILITIES: • Creating 'Quick Start' and 'How To' guides for all the Northern Region District Health Boards mobile phones.• A total of 7 weeks covering for the Service Delivery Technicians.• Documentation of current processes and process analysis. • Documentation and presentations of identified process improvements. Show less

Business administration support and lifestyle management services.

OFFICE MANAGEMENT KEY RESPONSIBILITIES: • Developing and maintaining electronic and hardcopy filing systems. • Incoming and outgoing correspondence.• Processing invoices and other accounting related correspondence.  • Liaising / managing external suppliers.• Managing contracts, policies and software licenses. • Arranging equipment maintenance.• Liaising with the building and facilities manager regarding office repairs and maintenance and health & safety… Show more OFFICE MANAGEMENT KEY RESPONSIBILITIES: • Developing and maintaining electronic and hardcopy filing systems. • Incoming and outgoing correspondence.• Processing invoices and other accounting related correspondence.  • Liaising / managing external suppliers.• Managing contracts, policies and software licenses. • Arranging equipment maintenance.• Liaising with the building and facilities manager regarding office repairs and maintenance and health & safety requirements. • Managing the provision and collection of confidential waste.• Managing expenses and petty cash. • Purchasing office consumables and refreshments. • Managing stock of office stationery. • Arranging travel, accommodation and entertainment. • Managing annual maintenance of fire extinguishers and intruder alarm. • Ensuring annual PAT is carried out. • Organising team outings and events.• Liaison with LA Office - sending updates and important information notifications etc.  HR RESPONSIBILITIES: • Managing staff changes and benefits - Pension, Health Care, Childcare Provisions, Cycle to Work Scheme. • Liaise with payroll company and accounts department regarding monthly payroll. • Keeping track of attendance / sickness. • Maintaining holiday records and holiday request forms. • Ensuring all personnel files are kept up to date. • Liaising with recruitment agencies and other job sites. • Writing interview schedules. • Assisting in conducting interviews. • New starter inductions. • Communication of all company and building notifications. • Ensuring First Aid, Health & Safety and Fire Marshall policies, procedures, training and certifications are up to date. PA RESPONSIBILITIES: • PA to UK based Chief Technical Officer and LA based CEO when in the UK. • Arranging travel, accommodation and entertainment. • Managing expenses. • Taking phone calls. • Drafting letters and responses to correspondence / emails. • Any other ad-hoc support. Show less

KEY ACHIEVEMENTS:• Researching existing documentation to identify past stakeholder needs and refactoring existing requirements in order to create new user stories, adopting Behaviour Driven Development scenarios for new software proposals.• Documentation, development, maintenance of work processes to standardise the activities of the Product Owner team. • Facilitating usability studies, walk-throughs, user forums, brainstorming workshops and surveys in order to identify process… Show more KEY ACHIEVEMENTS:• Researching existing documentation to identify past stakeholder needs and refactoring existing requirements in order to create new user stories, adopting Behaviour Driven Development scenarios for new software proposals.• Documentation, development, maintenance of work processes to standardise the activities of the Product Owner team. • Facilitating usability studies, walk-throughs, user forums, brainstorming workshops and surveys in order to identify process specific Risks, Assumptions, Issues and Dependencies, identify and define process improvements and draft business requirements. RESPONSIBILITIES: • Facilitating Agile/Scrum implementation workshops. • Facilitating project kick-off meetings with all stakeholders. • Creating and maintaining a product backlog for managing user stories and work product statuses.• Process mapping of existing and proposed processes and proposed solutions (using Visio and Smartdraw.)• Producing ‘To Be’ storyboards.• Facilitating internal design reviews and liaising with the projects and development teams throughout the entire software development life cycle to ensure that written requirements are accurately translated into code. Show less

KEY ACHIEVEMENTS:• Co-ordinating and managing the set up of the new office.• Made recommendations for hardware and software.• Development / maintenance of a filing system including archiving documents and albums applying version control.• Creating templates for relevant business documents including standard letters, quotes, and invoices.RESPONSIBILITIES: • PA to Glenis Boyes.• Overall office management and administration including:• Client relationship… Show more KEY ACHIEVEMENTS:• Co-ordinating and managing the set up of the new office.• Made recommendations for hardware and software.• Development / maintenance of a filing system including archiving documents and albums applying version control.• Creating templates for relevant business documents including standard letters, quotes, and invoices.RESPONSIBILITIES: • PA to Glenis Boyes.• Overall office management and administration including:• Client relationship management.• Managing internal and external communications.• Diary Management.• Ensuring all invoices and quotes were sent out accordingly.• Managing the recruitment and training of new office staff.• Customer service• Coordinating exhibitions – at wedding fairs etc. Show less

KEY ACHIEVEMENTS:• Successfully rewrote Functional Specifications Document written by a previous employee to make it more comprehensive and decipherable.• Conducted kick-off meetings and update reviews with client in Frankfurt, Germany.RESPONSIBILITIES:• Business Case management• Define requirements in the Functional Specifications Overview into a Functional Specifications Document.• ‘As Is’ Process mapping – using Visio and storyboards.• Producing ‘To Be’… Show more KEY ACHIEVEMENTS:• Successfully rewrote Functional Specifications Document written by a previous employee to make it more comprehensive and decipherable.• Conducted kick-off meetings and update reviews with client in Frankfurt, Germany.RESPONSIBILITIES:• Business Case management• Define requirements in the Functional Specifications Overview into a Functional Specifications Document.• ‘As Is’ Process mapping – using Visio and storyboards.• Producing ‘To Be’ storyboards – collaboratively with Systems Analysts. • Facilitating internal design reviews.• Involvement in cluster meetings.• Updating Issues Logs.• Completing weekly and monthly progress reports.• Gap analysis. Show less

KEY ACHIEVEMENTS:• Seconded to Project Lead for Fast Track projects.• Created and maintained Management Summary and Standard Organisational Procedures Documents.• Coordinated and facilitated user forums and impact assessment workshops.RESPONSIBILITIES:• Assigning and managing all work orders for the Project Team.• Process mapping and analysis - using Visio and storyboards.• Requirement definition and process improvement recommendations – Microsoft CRM. • Writing… Show more KEY ACHIEVEMENTS:• Seconded to Project Lead for Fast Track projects.• Created and maintained Management Summary and Standard Organisational Procedures Documents.• Coordinated and facilitated user forums and impact assessment workshops.RESPONSIBILITIES:• Assigning and managing all work orders for the Project Team.• Process mapping and analysis - using Visio and storyboards.• Requirement definition and process improvement recommendations – Microsoft CRM. • Writing and delivering training. Show less

KEY ACHIEVEMENTS:• I was identified for and offered this role without having to attend an interview.• In 2006 I received top grades for all my quarterly performance reviews and was one of only 2 people in the entire organization who received top grades in our annual performance review.• Proposed and facilitated user forums and workshops in order to identify process specific R.A.I.D.S (Risks, Assumptions, Issues and Dependencies). • Identified the need and submitted a successful… Show more KEY ACHIEVEMENTS:• I was identified for and offered this role without having to attend an interview.• In 2006 I received top grades for all my quarterly performance reviews and was one of only 2 people in the entire organization who received top grades in our annual performance review.• Proposed and facilitated user forums and workshops in order to identify process specific R.A.I.D.S (Risks, Assumptions, Issues and Dependencies). • Identified the need and submitted a successful proposal for a team of Support Analysts, identified candidates and resources and set up and managed the team of Support Analysts at the Manchester centre.• Created and maintained a Best Working Practices document for the Manchester teams, contributing strongly to the structure and prioritisation of activities.RESPONSIBILITIES:• Engagement and management of stakeholders. • ‘As Is’ processes mapping and analysis - producing storyboards and swim lane diagrams - using Visio.• Identify and define process improvements, draft business requirements and update the R.A.I.D.S log. • Producing functional business requirements catalogues for the ‘To Be’ processes for the new Chordiant Contact Centre Desktop.• Negotiating business requirements with stakeholders and the Design Authority.• Input into Graphical User Interface design to assist in creating an end system that has been designed to meet current and future business needs, including attending design reviews and prototype sessions.• Review and sign off of the Functional Specifications documents.• Writing weekly reports on progress of each Use Case and documenting milestones. • Involvement in benefits cases.• Undertaking of gap analysis studies.• Managed the team’s diaries for meetings, workshops, forums and design reviews.• Arranged venues and resources for team meetings and events including travel, accommodation, dining and entertainment. Show less

KEY ACHIEVEMENTS:• Set up of the new team upon my return from India. Identifying and engaging team members and resources, ensuring adequate staffing for productivity without impacting on SLA’s (Service Level Agreements).• Created step-by-step guides and handouts on more complex procedures and policies. • Coordinated and hosted an intensive remedial training and product knowledge programme to six India based colleagues visiting Barclaycard UK.• Coordinating and facilitating… Show more KEY ACHIEVEMENTS:• Set up of the new team upon my return from India. Identifying and engaging team members and resources, ensuring adequate staffing for productivity without impacting on SLA’s (Service Level Agreements).• Created step-by-step guides and handouts on more complex procedures and policies. • Coordinated and hosted an intensive remedial training and product knowledge programme to six India based colleagues visiting Barclaycard UK.• Coordinating and facilitating group feedback sessions via conference call to colleagues based in Bangalore in order to improve and enhance their Customer Services skills to effectively reach their KPI’s (Key Performance Indicators) and achieve the SLA’s.• Proposed and facilitated weekly team ‘Share & Learn’ sessions with the UK and India based teams.RESPONSIBILITIES:• Managing a team of 4 to 8 (depending on need), supporting colleagues based in India by providing quality control and constructive feedback on their handling of queries received via email.• Allocating workload and prioritising actions. • Maintaining weekly query logs sent from India – also used to help identify training needs.• Quality checking work produced by the Operational Support team.• Managing the escalated complaint handling. • Ensuring timely distribution of support documents and schedules for feedback sessions.• Tracking progress and producing progress reports.• Facilitating weekly team meetings. • Conducting monthly 1-2-1 performance reviews.• Agreeing and implementing individual Personal Development Plans and objectives.• Coaching and developing individual team members as well as the team as a whole to ensure they achieve their targets and KPI’s to ensure SLA’s are met. Show less

KEY ACHIEVEMENTS:• I was identified for and offered this role without having to attend an interview.• Spent 7 weeks located in Bangalore, India as the sole representative of Barclaycard UK, implementing the successful and on time roll out of the outsourcing project for the relocation of the Customer Services Email Handling.• Identified the need and submitted a successful proposal for a UK based Operational Support Team.RESPONSIBILITIES:• Identifying, prioritising, planning… Show more KEY ACHIEVEMENTS:• I was identified for and offered this role without having to attend an interview.• Spent 7 weeks located in Bangalore, India as the sole representative of Barclaycard UK, implementing the successful and on time roll out of the outsourcing project for the relocation of the Customer Services Email Handling.• Identified the need and submitted a successful proposal for a UK based Operational Support Team.RESPONSIBILITIES:• Identifying, prioritising, planning and managing activities critical to the success of the project - to relocate the Customer Services email handling process to Bangalore, India.• Review and redesign of system and business process training materials.• Writing the training and migration plans.• Writing UAT (User Acceptance Test) scripts and performing UAT - in both the UK and India. • Design of the migration plans and plans for the redeployment of UK based staff.• Managing the migration of the processes from the UK to India.• Supervising the training of and managing a team of 26 – including 4 Managers in Bangalore, India• Delivery of systems and business processes training.• Floor walking and supporting staff through the implementation period.• Facilitating team recap and ‘Share & Learn’ sessions to identify learning gaps.• Conducting team performance reviews• Streamlining, writing and maintaining the email Standard Reponses Library. Show less

KEY ACHIEVEMENTS:• Promoted to Team Senior after 6 weeks in the role.• Secondments - Relief team manager for teams of 8 to 12.o One entire team was failing to meet their targets. After 2 weeks managing that team all team members were achieving their targets and the team received a recognition award.• Secondment - Organised and coordinated work streams for the overflow of paper based correspondence from another contact centre, completing 8 weeks backlog in 6 weeks.• Acted as… Show more KEY ACHIEVEMENTS:• Promoted to Team Senior after 6 weeks in the role.• Secondments - Relief team manager for teams of 8 to 12.o One entire team was failing to meet their targets. After 2 weeks managing that team all team members were achieving their targets and the team received a recognition award.• Secondment - Organised and coordinated work streams for the overflow of paper based correspondence from another contact centre, completing 8 weeks backlog in 6 weeks.• Acted as liaison between the IT department, the internet team advisors and customers during the release of the 2001 internet infrastructure including: o Assisting with user acceptance testing. o Identifying and reporting site errors and communicating resolutions.• Key point of referral for technical and procedural issues for the Internet team. • The successful design and implementation of training initiatives to new and existing staff.RESPONSIBILITIES:• Email and telephone based Customer Service support.• Telephone based technical support.• Internet Customer Service training. Show less