Trefnu VA (pronounced ‘trev-ni’ and Welsh for ‘organise’) aims to provide high quality professional administrative and training support to help busy Trainers, Coaches and Psychotherapists achieve their business goals, with increased wellbeing through living the life they aspire to and doing more of what they are passionate about.I enjoy using my administrative gifts and skills to help others and make an impact wherever I can. I am half Welsh and a native Welsh speaker, which is the inspiration for my business name. Being organised (alongside many other skills and qualities) is one of the most important skills that a Virtual Assistant like myself possesses, which is also why I chose the Welsh word for organise as part of the name.If you’re a small business owner, there may be tasks that are time consuming, you do not enjoy doing or know how to do. By helping you focus solely on maximising results for clients, creating products, networking, generating new business and achieving a better work/life balance, this means that...• Your time can be managed effectively, clients and delegates’ expectations are managed and receive an excellent customer service • You will feel less overwhelmed, your inbox will be better organised and decluttered, helping you to deal with items only relevant to you• You can portray your brand in the best light without worrying about the presentation and detail• Your delegates or coaching clients receive handouts which look highly professional and presentable, and you will have an easier time working with your own spreadsheets and documents• You can focus more on meeting with clients to discuss their needs, training needs analysis, design, delivery and evaluation, whilst delegates receive all they need before, during and after the training event • You can easily locate client and delegate records, helping you to be better prepared for their therapy /training or coaching sessions and not seeing a load of unwanted dated content

• Preparing materials and handouts• Event coordination• Liaising with delegates• Creating and issuing feedback forms/surveys• Creating and maintaining training records• Being a sounding board for training ideas * Including but not limited to

• Proofreading• Creating and formatting presentations, documents and spreadsheets• Drafting letters and emails• Electronic file creation and management• Inbox management• Online research• Project planning and coordination• Data entry• Scheduling meetings, events and appointments• Process creation and maintenance• Diary management* Including but not limited to

The Set up and Tear Down team is responsible for transforming a school hall into a space suitable to hold our weekly Sunday church gatherings. As a team leader, I oversaw other volunteers who serve in this area, which has enabled me to gain good experience in a leadership capacity. In addition, I have been able to utilise my organisational and planning skills, as well as adopting a flexible and resilient attitude in unexpected and changing situations.My responsibilities included:- Assigning the monthly rota, ensuring there is sufficient coverage at all times- Training and supporting new joiners- Communicating relevant updates to members, including changes to tasks and additional responsibilities required

I worked closely with the rest of the Training team, HR and supported the wider business with various training related activitiesKEY ACHIEVEMENTS• Collaborated with the Creative Designer and Training colleagues to update and redesign the Training intranet page, resulting in improved user experience• Saved the business £500 by doing a price comparison for two Health & Safety training providers, then choosing the supplier of better value• Devised an exam booking webform for candidates to use, which minimised back and forth emails and saved time in the process• Solved a complex interview coordination problem involving an external training consultant and 30 employees around the business, using the Doodle online booking system as the solution which simplified the process

I had responsibility for onboarding new starters into the organisation, as well as internal moves across the department. In addition, I worked closely with hiring managers and helped unblock issues with the onboarding process.KEY ACHIEVEMENTS:• Project coordinated the Onboarding and Offboarding improvement piece, which improved the employee experience and reduced the burden on hiring managers by taking away transactional tasks• Engaged external and internal stakeholders in the process by effectively communicating process changes via written comms, in addition to holding in-person and virtual meetings to gain their input• Created communication templates for Onboarding Advisors to distribute to hiring managers and candidates at different points of the onboarding process, which kept both groups proactively informed of progress, and enabled the hiring managers and candidates to build relationships before their start date• Increased team knowledge and understanding through creating guidance via flow charts, in addition to organising and delivering upskilling sessions on the new processes

I supported one of the HR Business Partners with a range of HR queries and administration tasks relating to her business units.KEY ACHIEVEMENTS:• In the absence of the HR People Partner, I managed to handle a wide range of employee related matters and used my own initiative to liaise with relevant staff members and refer to relevant policies• Displayed adaptability and a flexible approach due to the ever-changing environment• Produced engaging visual handouts that supported the Performance Development Review process and assisted employees who were about to receive theirs• Used my high attention to detail to review recruitment documentation, which eradicated errors/issues before jobs were advertised

Based in the HR support team, I worked as a generalist administrator whilst predominantly assisting the Recruitment team on various recruitment campaigns.

I was situated within the Referencing team where I liaised with estate agents, landlords, current employers and potential tenants to carry out the referencing process for tenancy applications, using confidentiality, discretion and a high level of attention to detail.

I provided second line support to Customer Services, Sales and the local offices to resolve qualification issues/queries, delivering excellent customer service by ensuring that they are responded to within the 3-day SLA (service level agreement), and communicating updates to the Customer Services team.In addition, I worked with my team to identify root causes of issues to avoid repeating patterns.KEY ACHIEVEMENTS:• Communicated regular updates to the Customer Services team where queries were not yet resolved within the 3-day SLA (service level agreement); minimised customers chasing for responses• Won an award for Best Customer Service in 2015• Liaised with the assessment team requesting missing exam document passwords to be added onto the webpage, which prevented customers raising enquiries• Volunteered as the departmental Employee Engagement Champion; increased the score on one question by 27% from the previous years’ Employee Engagement Survey results• Mentored and trained an apprentice; saw his confidence grow and develop throughout the role

I worked in a range of administrative assignments to build my work experience, as well as exposure to a wide range of companies and industries. The environments were mostly fast paced and deadline driven, and so I developed resilience with the ability to remain calm under pressure whilst gaining a good reputation with colleagues.