Experience

• 

  The Forum

  • United Kingdom
  • Professional Training and Coaching
  • 1 - 100 Employee

  • Customer Operations Specialist

    • Jan 2024 - Present

    Supporting our members as we raise standards in customer operations through networking, sharing best practice and learning

  • Planning & Insight Specialist

    • May 2015 - Jan 2024

    Working with the specialist team I support our members through the Learning Academy, helping them professionalise their careers and take the opportunity of continuous development. I am also a member of the Comms team and in keeping our website up to date, setting up communications with our members and managing our social media presence.

  • Resource Planner and Communications Administrator

    • Oct 2009 - May 2015

    As well as working as a tutor on the Advanced Certificate in Customer Contact Planning and Management I also was responsible for keeping our website up to date and preparing the communications to our members.Gained experience in DNN, ACT CRM and Salesforce.

• 

  Ulster University Business School

  • Recognised University Teacher

    • Jan 2015 - Oct 2019

    I worked with Members of The Forum and tutored the Advanced Certificate and Advanced Diploma in Managing the Customer Contact.

• 

  National Pandemic Flu Service

  • Wakefield, United Kingdom

  • National Workflow Coordinator

    • Jul 2009 - Oct 2009
    • Wakefield, United Kingdom

    Working in the team which set up the National Pandemic Flu Service I was responsible for liaising with BT and the Call Centres to ensure that the agents and lines were in place to answer calls from the public requesting antivirals for Swine Flu.I also worked on creating processes and ensuring that everything was in place so that the Service was ready to support the devolved authorities as well as England.

• 

  gem

  • Belfast, United Kingdom

  • Resource Planner

    • Mar 2007 - Feb 2009
    • Belfast, United Kingdom

    Working in an outsourcer I planned for multi-lingual, multi-channel teams in a number of sites across Europe.I worked with the team that implemented IEX Totalview within the company.

• 

  Stream

  • Derry, Northern Ireland

  • Resource Planner

    • Oct 2004 - Feb 2007
    • Derry, Northern Ireland

    Working in an outsourcer I planned for multi-channel, multi-language teams across Europe.Gained experience with Pipkins WFM system.