Tom Lingard Email & Phone Number

Birmingham, Gb

Remote

I work with a small team to provide virtual support services to Training Consultancies, Small businesses and Higher Education Institutes.

I am currently working with the Managing Director of a Sales Agency to move 400 businesses from across the west of England onto a CRM system, so that we can improve the efficiency and speed of booking appointments and handling queries in order to increase sales.I will also be providing longterm support:- Managing the Managing Directors' diary- Arranging 10+ in-person appointments per week and the travel arrangements/itinerary- Becoming point of contact for customer service- Processing sales orders and liaising with vendors- Creating a newsletter for clients- Updating records on the CRM system

For this project, I support Principal Investigator, Dr Laura Kudrna in the day-to-day management of the WHISPAs Study. The study, based at the University of Birmingham, works alongside 6 university partners from across the UK as well as the international advisory board.For this project, I have:- Provided PA support to Dr Laura Kudrna- Designed and developed the WHISPAs study website (www.whispas.co.uk)- Managed the Research Assistant and suppliers- Managed the project budget and expenditure- Managed the contracts and invoicing process with the university research support team- Managed the webinar programme (6 webinars)- Oversaw deadlines and key milestones for the team- Managed our Patient and public involvement and engagement members (17), including arranging meetings, travel, accommodation, events and the payments process.I'm delighted that I am able to continue providing project management support to the PI for various projects.

For this project, I provided support to Professor Jessica Pykett and Dr Laura Kudrna, Co-Directors for the Centre for Urban Wellbeing.This included: - Diary management for the co-directors- Organising events, including the annual CUWb Away Day- Overseeing finance and tracking expenditure for various projects- Managing the centre's website and communications- Liaising with Centre's leadership team (5 leads and co-leads)- Liaising with various project teams- Designing promotional materials

During my time with Saskia Walcott, Chief Executive of Walcott Communications Ltd, I have provided various support to her and the team including: - Diary and email management for the Chief Executive- Arranging travel and accommodation- Finance admin, including, tracking invoices, purchase orders and managing finances via Xero- Working with the Marketing Manager, Graphic designer, and Senior Consultant to develop the company's new website (www.walcottcomms.co.uk) during their rebranding in 2024- Designing PowerPoint slides- Proofreading proposals and documents for clients- Video editing of online workshops and trainingI am delighted to continue working with Saskia in the role of her PA.

Since early 2022 I have provided ongoing Tech Support for one of Lisa's clients, an international training company who run online courses.For this role I:- Meet with the training team in advance to go through the training materials and technical requirements- Oversee all technical aspects of the course (setting up the Zoom call, managing breakout rooms, sharing slides for the leaders etc)- Be quick-thinking and proactive, ensuring that the delegates receive a smooth experience as if they were attending in-person training

Providing PA/Project support to the Centre Director and Global Health Programme Manager of a multi-million-pound NIHR funded programme.Working in-line with the Centre Director, Programme Manager and team to create a streamlined workflow in a busy ever-changing environment. Enabling the Director and Programme Manager to focus on the objectives of the programme and funder as well as those of the University.

At present, I provide dedicated PA support to the Institute Director, who has oversight over the Institute of Applied Health Research and Birmingham Clinical Trials Unit, often dealing with the board of directors and other stakeholders internally and externally. I also work alongside the Institute Manager on senior institute projects. My role includes (but not limited to): PA support; Diary and email management, drafting communications and dealing with post. Senior Projects; Processing PDRS for all staff, Administering the Senior Promotions and the Annual Institute Away Day. In addition, I am also the UK Programme Administrator for an international training programme led by the Director - a vision to improving the primary healthcare system in China, which runs 3 times throughout the academic year. As programme administrator, I work alongside the UK Programme manager to; process invoices for GP’s, book internal and external venues for training and accommodation. I also book travel for the director who regularly visits the China office.

In my current role, I provide dedicated PA support to 2 Deputy Directors as well as administrative support for their director reports. This involves managing priorities to ensure all work is completed to the deadline. This includes (but not limited to): Diary and email management; dealing with a high volume of queries, redirecting or following up on actions where possible in order to alleviate from the director’s workload. Database Management; updating and maintaining, creation of reports. Committee secretary; providing administrative support to Senior Management Team Meeting, Quality Management Group (externally audited) and New Business Committee. Finance admin; processing invoices and purchase orders, submitting expense claims as well as booking travel, accommodation and catering for meetings and events.

Birmingham Ambassador for Business Buzz

Day to day I assist the Intraday & Support team manager, monitoring the wallboards making sure calls are answered in sufficient time and ensuring we achieve our PCA (percentage calls answered) targets as well as resources required, sending updates to the management team throughout the day. I also assist the operations assistant to book in appointments/training and a.o.b on the agent's systems. In addition to this, I send updates to the Sales Director and Senior Mangement Team throughout the day. I am the point of contact for operations queries in the absence of the operations assistant.

I currently support the contact centre management team in the daily running of the contact centre. My daily duties include:- Overseeing the agents on the floor- Helping the agents, supporting with queries and taking escalations- Monitoring the wallboard, making sure calls are answered sufficiently - Giving feedback to agents on Targets and KPI's in order to improve/develop skills - Working with Spreadsheets on Excel & CRM systems- Scheduling Meetings & Invites on Outlook- Communicating Briefs to the team

As a Live Chat Operator my daily duties involve me assisting customers with online queries and advice on locating the correct parts for their electrical appliances. To achieve my sales targets I speak to around 4 people at a time on the Live chat messenger, giving various advice and information on the spares that they require.

As a Sales Operative my daily duties include me keeping to set sales targets, express deliveries and conversion targets. I use excel spreadsheets to keep track of my sales figures and always upsell with add ons and express delivery options. I currently have a 99% call quality average. This is to achieve the 'Right first time' experience for customers who call in to the contact centre. In order to help promote the high standard of service we offer at connect.