Experience

Colchester General Hospital
• Hospitals and Health Care
• 1 - 100 Employee
• Information Adminstrator

  • Feb 2015 - Present

Park Holidays Uk Limited
• United Kingdom
• Financial Services
• Receptionist (Seasonal)

  • Mar 2014 - Feb 2015


KPN Business System Solutions Ltd

• Company Director

  • Jun 2012 - Apr 2013

  Business process re-engineering in either customer service or local government (Environmental Health, Trading Standards). Specialising in Systems Administration for a Civica product called Authority Public Protection. July 2012 - February 2013 Worked for six months on contract to London Borough of Hackney. Working with Environmental Health, food team, redesigning/documenting new business processes for implementation. Also designing performance reports for Key Performance Indicators, Management and Staff Performance.



London Borough of Barking and Dagenham

• Government Administration
• 700 & Above Employee

• Performance Information Officer

  • Jul 2001 - Aug 2011

  I worked for Environmental & Enforcement Services as Performance Information Officer. My role was to Monitor Performance and provide support for the IT Systems of the Service • Systems Administrator for APP (FLARE) • Develop and deliver in-house IT systems training • Ensure quality, consistency and accuracy of information held electronically. • Provide management information reports and statistical data as required. Including data for National and Local Indicators. Develop and run standard reports from IT systems designed to provide management information including information used to monitor performance against performance plan targets. Arrange collection, collation and submission of internal and external performance data. • Develop and maintain systems manuals including procedures to be used by staff entering, editing and retrieving information from IT systems. • Ensure that all information held on individuals electronically is accurate, properly protected and complies with Data Protection legislation. • Provide support and advice to users on FLARE and standard software packages including GIS. • Daily monitoring and distribution of electronic information received inwards from other agencies. • Design and produce presentations and published material as requested using appropriate software. • First point of contact for IT related matters internally and externally. • To organise and chair the APP In House Working Party - Group meetings. • Attend APP (Flare) User Group meetings as and when required. • Create and maintain documentation attached to the APP system. • Ensure a high standard of web site information on the Environmental & Enforcement Services web site that is up to date, relevant and well designed.



The Chartered Insurance Institute

• Hong Kong
• Insurance
• 1 - 100 Employee

• Call Centre Team Leader

  • Dec 1999 - Jul 2001

  Managed the Call Centre and responsible for: Ensuring that the Divisional Director, of Membership and Customer Service was kept informed of all matter affecting service levels, personal issues and customer requirements on a regular basis, either by written or verbal reports. Ensuring that all equipment used by staff within the call centre was used in accordance with guidelines issued. Ensuring the contact database was utilized effectively. Making sure relevant information was provided to call centre staff and that the notice board was kept up to date. Managed 10 CSR's including 1-1's, appraisals, sickness and discipline.



Britannia Music

• United Kingdom
• Musicians
• 1 - 100 Employee

• Special Correspondence Manager

  • Aug 1989 - Dec 1999

  Managed a team of CSR's who composed written replies to the following:Enquiries and complaints from regulatory bodies (i.e. Dept of Fair Trading, Citizens Advice Bureau), National Press, Solicitors, Accountants, Police and letters addressed for the attention of the Managing Director. Team LeaderI was responsible for the following:Supervision of a team of eight CSR's and resolved escalated customer issues when members of the team were unable to do so.Responsible for carrying out 1-1's with staff and appraisals.Customer Service Representative (CSR)Responsible for the following: Resolving customer enquiries and complaints either by telephone, written correspondence or on occasion in reception face to face.

• Information and Resource Manager

  • Aug 1989 - Dec 1999

  Assisted the Call Centre Manager, in the daily management of Call Centre. I was responsible for the following:Management of the Call Centre in the absence of the manager.Managing a team of 10 Team Leaders in the call centre, who in turn managed teams of 7 - 10 Customer Service Representatives (CSR's)I resolved escalated customer issues and account enquiries.Researched, wrote, and edited content for the department's Web site. Conducted usability studies on the site and provided troubleshooting assistance as needed.Provided call centre forecast reports to ensure sufficient staff were in place during expected busy periods based on historical data. (Blue Pumpkin)Managed and configured the call centre IVR system.