Experience

Edmonds Judd

• New Zealand
• Law Practice
• 1 - 100 Employee

• Strategic Projects Manager

  • May 2022 - Present



Teach First

• United Kingdom
• Education Administration Programs
• 700 & Above Employee

• Contact Centre Delivery Officer

  • Nov 2020 - Nov 2021

  Oversee delivery coordinators tasked with responding to incoming queries regarding programmes and performing basic checks on documentation from programme applicantsDevelop and maintain processes to support contact centre functionAllocate daily incoming queries to coordinators and ensure all queries are responded to in a timely mannerAct as point of escalation for complex queriesMaintain contact centre knowledge base and Salesforce (CRM)Work closely with colleagues in delivery, recruitment and school partnerships to manage stakeholder relationships

• School Contact Centre Lead

  • May 2020 - Nov 2020

  Deliver high quality customer service to stakeholders with a particular focus on schools, including head teachers, senior leaders, teachers, trainee teachers, and prospective programme applicantsRespond to incoming queries via phone, email and webforms Manage challenging conversations and complaints Record and track enquiries on multiple platforms including Salesforce Sell programmes to schools through cold calls and emails and generate leads using internal and external data Work closely with internal stakeholders to manage school relationships



Downing LLP

• United Kingdom
• Investment Management
• 100 - 200 Employee

• VCT Client Services Manager

  • Jul 2017 - Dec 2019

  Ensure exceptional customer service is delivered to VCT investors and advisersOversee the operation of the duties of the VCT Administrative Executives including training and development of junior members of VCT Administration teamImplement processes and systems to improve efficiency of VCT administrative operationsSupport VCT companies’ Company Secretary in carry out Company Secretarial dutiesVCT and customer service representative on project for implementation of Exact’s database and application processing softwareTraining fund administration staff in use of Exact database for application processing and data processingData steward for VCT and wider fund administration team including GDPR and MiFID II considerations, confidentiality and privacy considerations in particular related to publicly listed companies and insider informationCalculation and administration of adviser fee and commission payments

• VCT Administration Executive

  • Nov 2015 - Jul 2017

  Provide administrative support to the wider VCT administration teamRespond to queries from current and potential investors and financial advisersReceive, process and onboard new applications from investors to subscribe for sharesMaintain internal shareholder databases and ensure maintenance of Company registersCoordinate and assist with production,proofreading, presentation and dispatch of annual reports and other formal documents and communications to shareholders and other stakeholdersAssist Company Secretary with preparations for VCT Board meetings and shareholder meetings including coordinating preparation of Board packs to go to VCT Board directors and recording of proxy votesExecute London Stock Exchange announcementsSet up and process online bank payments and carry out daily bank account reconciliationsLiaise with companies’ share registrarsAssist in maintaining the company website



Gallagher

• New Zealand
• Technology, Information and Internet
• 400 - 500 Employee

• Partner Programme Coordinator

  • Jan 2014 - Aug 2015

  Manage implementation and execution of Global Channel Partner ProgrammeRelationships with in-region managers and teams, channel partners and distributorsManage CRM and SAP administrationOversee the implementation of Security CRM strategyBusiness Process Owner/Subject Matter Expert - Security on CRM project team to implement SAP Cloud for Customer CRM solution across company, globally

• Executive Assistant - Security

  • Mar 2012 - Dec 2013

  Support day-to-day running of business unit through general administrative duties and executive-level supportClose interaction with global in-region teams and other business unitsProject administrationDocument management