Initially tasked with leading the customer support function in MedLab Pathology, this has since expanded to manage both the Projects Integration department along with ensuring the company maintains a GDPR-ready stance ahead of the upcoming GDPR implementation. Customer SupportMedLab deals with numerous high profile clients, processing medical tests and dealing with personal data on a daily basis. It is my duty to ensure the Customer Support team fulfills the demanding requirements… Show more Initially tasked with leading the customer support function in MedLab Pathology, this has since expanded to manage both the Projects Integration department along with ensuring the company maintains a GDPR-ready stance ahead of the upcoming GDPR implementation. Customer SupportMedLab deals with numerous high profile clients, processing medical tests and dealing with personal data on a daily basis. It is my duty to ensure the Customer Support team fulfills the demanding requirements laid out by myself, our company policy and mission statement and current governmental regulation.Project IntegrationAs part of our link with industry leaders, we are often tasked with implementing IT-based system integrations, both internally and externally. The project co-ordinator reports in me and we work together to complete these projects in a timely and accurate fashion.Data ProtectionAs the company appointed DPO (Data Protection Officer), it is my responsibility to ensure that MedLab Pathology has all aspects of Data Protection Regulation in place and functioning before May 25th. Subsequent to this date, I will be responsible for the ongoing training, SOP updates and breach notification for the company. Show less

Currently leading a team of 20 At-Home advisors working directly for Apple Inc. that complete extensive technical support and customer service for both iOS and Mac OS based systems.Daily duties include call monitoring, coaching, mentoring, reporting and policy enforcement. There are a multitude of other ad-hoc duties that will get completed alongside this.The team mentality is one that I take incredibly seriously, and an ethos that I live and work by. Team motivation and moral… Show more Currently leading a team of 20 At-Home advisors working directly for Apple Inc. that complete extensive technical support and customer service for both iOS and Mac OS based systems.Daily duties include call monitoring, coaching, mentoring, reporting and policy enforcement. There are a multitude of other ad-hoc duties that will get completed alongside this.The team mentality is one that I take incredibly seriously, and an ethos that I live and work by. Team motivation and moral crucial to the successful upkeep and tenure of an At-Home team,Detailed knowledge of company SOPs with the ability to enforce these at a team level to ensure compliance.Currently involved with an employee engagement committee to ensure active and productive interaction between the company and its staff. Additional hours and constant focus are required for this role, but I believe the pay-off is worth the investment.Promoting an atmosphere of performance management based on behaviours, and measured via metrics has shown to be hugely successful, and an ethos I plan to model my future career on.Detailed knowledge of the product we support and the CRM system in place. Show less

Strong level of customer service skills required as I was considered a representative of the company.Consistent and accurate calibration, maintenance and repair of highly sensitive laboratory and medical equipment - held to an INAB standardIn-depth knowledge of company and INAB SOPsWork based both on the road and at the internal labCrucial time management skills to ensure jobs and reports were completed and sent out as required

People management of 8 languages in the EMEA region for Microsoft Billing and Account Management, Quality assurance, Coaching, Training. Involved with recruitment, Process improvementRoot cause analysis.Outlier ManagementClient InvoicingTeam motivation + morale upkeep

General team management, sales/retention incentives, quality assurance, coaching, training, mentoring. Also involved with recruitment, process improvement and root cause analysis.