South Croydon, England, United Kingdom
Target driven, dynamic, resourceful business analyst with a strong background of managing people & projects... with a wealth of experience in leading and motivating teams to deliver exceptional performance within a range of varied and fast paced industries – including administrative, customer service & sales environments, as well as within the operations, manufacturing, production and hospitality industries. Particularly adept in training, coaching & mentoring – my analytical and logical thought processes are well equipped to implement & document process(es). I am decisive. I consider myself to have exceptional people skills and can be very diplomatic - I deal well with escalations and conflict. I am a confident and articulate communicator with the ability, skill set and confidence to present and discuss ideas at any level. I have a proven ability to juggle several simultaneous projects while working under pressure in rapidly changing work environments. I pride myself for having a reputation for integrity, loyalty, dedication as well as for my resilience, creativity and work ethic. My skills have been very effectively used to set up and deploy new systems, processes, an effective contact centre, as well as to promote internal processes and communication, or upgrading company software... Experience & Skills: * Over 15 years Management and 10 years Administration & Telecommunication experience * Excellent and efficient analytical skills * Proven track record of managing & developing a growing department (without compromise to compliance or service delivery standards) * Experience deploying & applying customer care principles within various service environments * Liaising with internal teams & managers to initiate / improve / document internal processes * I have experience with conducting interviews, focus groups, training sessions & performance reviews * Able to work on my own initiative but also consider myself a strong and passionate team player * Excellent interpersonal skills * A likeable straight shooter
I moved to the Technical team in the role as Business Analyst’s where my duties and responsibilities include: • Analysing current business practices and processes. • Identifying any problems with the current business model. • Designing potential solutions to any problems identified. • Preparing and delivering reports of their findings and the associated impact assessment, risks and benefits. • Developing comprehensive end-to-end test cases. • Overseeing the implementation of approved process improvements. • Communicating with individuals to understand the needs of teams and the organisation. • Identify the processes and IT required to implement their recommendations. • Communicate the benefits of their recommendations to teams and help to address any uncertainty and concern. • Produce written documentation to support their work, report on their findings and to present to stakeholders when necessary. • Support teams in making their recommended changes, including helping to resolve any issues and any training required.
Following the growing success of Creative Pension Trust (CPT), I stepped away from my previous role to now lead the Administration Department. As a team we focus on managing & monitoring the work associated to CPT, implement & enforce processes to incorporate industry related changes and ensure the application of the principles of good scheme governance in an equal & fair way. CPT is a centralised Master Trust pension scheme, approved by HMRC & regulated by the Pensions Regulator (tPR). It is one of a select few pension schemes that have received Master Trust Assurance Framework Accreditation & is subject to robust governance from a professional board of Trustees. As the CPT Admin team, we: • provide successful administrative support • monitor & support all internal and external processes of all associated & relevant 3rd parties • ensure delivery of a high-quality pension service • complete a regular audit of client duties & monitor the payment & investment of contributions • set & monitor SLAs associated to processes - ensuring compliance with regulations & best practice • collate MI for trustee & report performance against SLA to all relevant parties As manager, my role oversees the administrative operations of the department’s day-to-day functions as well as supervising & supporting staff to ensure operations are well-run by the team. This includes the setting of SLA’s & KPI’s for all relevant staff and reviewing all one-to-ones & appraisals. I work closely with other department heads to ensure we improve processes & communications across teams. I report directly to the Director of Operations - our focus to ensure we optimise team resources, develop processes and enhance systems to maximise efficiency and create & oversee the budget. I also work closely with the Business Development Director (Scheme Strategist) to ensure our processes & reports remain effective & compliant.
I originally joined Creative Benefits as Helpdesk Manager to set up & lead the Helpdesk for Creative Auto Enrolment's unique solution to Auto Enrolment. My role was diverse in that me & my team played an active part in understanding, explaining and fine-tuning the development of an online system (used by all our clients and designed for any employer who needs to comply with auto enrolment regulations - regardless of company size). The Helpdesk performs many varied tasks: * providing a knowledge base for Advisers, Accountants, Employers & Employees in their understanding of compliance & solution around Auto Enrolment * providing technical assistance to our system's users - telephonic, collateral- and/or screen assisted initial training - compiling, amending & interrogating .csv files & payroll reports to be uploaded error free - resolving troubleshooting * being the first point of contact for employees - offering assistance with explaining all options available to them regarding their pension. I was responsible for the operational and managerial set up & maintenance of the Helpdesk: * the set up, engineering & management of the auto-attendant, call routing, call queues, huntgroups & call outcomes * planning & identifying resource requirements & efficiencies * recruitment & management of staff - ensuring delivery of the highest quality of service * Setting departmental KPI & SLA * Developing & producing daily, weekly, monthly & year to date MI Reports for operational use Being department head of a new department, I thoroughly enjoyed the regular amount of critical & creative thinking and long-term planning & strategizing that the role required. Finetuning processes, enforcing & implementing new policies and adapting to changing regulations ensured that there was always another project ahead - being part of building support to ensure a robust & efficient operation is incredibly satisfying. It is this element that lead me to my next role within the business.
I started my journey at Climate Energy as a Senior Customer Service Advisor and grabbed the opportunity to branch out and learn all I could about the fast paced and ever changing business sector that is Energy Efficiency. This resulted in me being handed more responsibilities - and was promptly promoted to Team Leader. Climate Energy provided an advisory and informative service to residents, community groups and councils regarding Energy Advice and applications for energy efficient measures via different ECO and Green Deal funding sources, Under my leadership the Contact Centre dealt with queries from resident of various councils - council campaigns were directly linked to CSCO, HHCRO and DECC funding and initiatives set by the government, energy companies and ECO funders. We also worked alongside EDF and Thames water campaigns - My role as Team Leader involved: * Diverse managerial duties: managing the contact centre agents, addressing and reporting their daily performance statistics, timekeeping, shifts, rotas, call quality, data entry, return to work interviews, holiday and overtime authorisation, 1to1s, personal reviews, training, briefings, etc. * Customer escalations: deal with complaints and troubleshooting * Data Analysis: compilation of MI reports from our CRM systems, as well as our telephony system (Avaya) to provide acurate inbound and outbound call activity statistics to all Project Managers and clients * writing and deployment of new campaign strategies and processes, as well as drafting, executing and training CSA's on new briefings within existing campaigns and the launching of new campaigns. * Building, updating and maintaining a Knowledge base for agents to have all necessary information and briefings at their fingertips... * I enjoyed being involved in the development and moulding of our CRM system to perform better for us from a 1st point of data capture, to quick data retrieval and reporting abilities...
I volunteered as an Administrator and Personal Assistant at Wellbeing Hypnotherapy. This was purely a voluntary position, and I started by helping out with updating the company's website. Very soon I assisted with a multitude of tasks, which included regular admin tasks, website changes and upgrades. I helped optimising Google search engine results, and was in charge of creating and maintaining various profiles on different multimedia platforms. I helped with the compilation of information and treatment packs for patients, Fact sheets for different therapies, chaperoning in actual sessions and taking down notes and minutes in meetings. I was privy to a lot of sensitive and confidential information, and my role was often client facing.
I have been working as an Administrator and Personal Assistant for Eugene Bosman. I assisted him in an official capacity by providing an administrative base providing internet (Cloud) based support functions such as: * Administrative Support, * Diary Management and * Travel Arrangements (Arranging Flights, Visas and Accommodation). I produced inter alia: Project Progress Reports and organised, administered and documented remote conference meetings. I served as his professional representative whenever he was not available or contactable. It meant I had to be informed and on top of all aspects of his projects to be able to provide a current status quo of his projects, time, diary and availability - at any given time.
At Global Cleaning Contracts I was a member of the Telesales Department. This entailed B2B sales, and administrative and data capturing duties on Sage CRM. My job also entailed diary management for the 13 District Sales Managers and was highly result driven.