Brenda Richmond
Operations Manager at AAT- Claim this Profile
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Bio
Credentials
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Management Level 3(unit award)
The Institute of Leadership & ManagementJan, 2005- Oct, 2024 -
Assessor D32 & D33 - 2003
City & Guilds -
Leadership and Management Level 4
The Institute of Leadership & Management -
NVQ Business Administration Level 3 - 2001
City & Guilds
Experience
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AAT
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United Kingdom
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Accounting
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400 - 500 Employee
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Operations Manager
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Feb 2017 - Present
Leading a team of two Assistant Operations Managers and Assessment Operations Officers to deliver high quality operational services to internal and external customers. Budgetary management.Management of third party printing suppliers.Contract Management.Management of AAT markers for all human marked assessment.Management of all AAT certification and unit awards.Management of Reasonable Adjustments and Special Considerations.Production of reporting. Data analysis
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Operations Manager
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Feb 2017 - Present
Leading a team of two Assisstant Operations Managers and Assessment Operations Officers to deliver high quality operational services to internal and external customers. Budgetary management.Management of third party printing suppliers.Contract Management.Management of AAT markers for all human marked assessment.Management of all AAT certification and unit awards.Management of Reasonable Adjustments and Special Considerations.Production of reporting. Data analysis
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City & Guilds
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United Kingdom
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Education
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700 & Above Employee
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Service Delivery Specialist- City & Guilds, City of London
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Feb 2016 - Jul 2016
Within the Operations directorate of our Shared Services function my role is to instigate and/or implement projects delivering operational efficiency or enhanced customer experience. Leading on a project for Operational Customer Relations plan it is my responsibility to liaise with our managers and distinct business units, identify opportunities, develop and improve internal and external relations and then control the implementation or change management process. Tasked to support a project for the operations directorate to contribute to develop a target Customer Service model due to my knowledge and experience I have with customer Service for the UK and International businesses.• Support key strategic projects such to ensure business and customer benefits are delivered.• Actively pursue internal improvements across the directorate to reduce error or cost throughout the supply chain.• To support operational services to business units with different requirements, customers, cultures and ways of working. • Instigate and develop framework of activities which promotes positive and proactive staff engagement with Internal and external customers.
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Master Data Services Manager - City & Guilds of London Inst
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Jan 2015 - Feb 2016
A fully committed, capable and confident Master Data Services manager who possesses the required vision, ability, drive and enthusiasm needed for leadership roles. A highly organised dynamitic individual who can quickly comprehend complex managerial scenarios. I am now seeking to harness over 20+ years of education, operational and customer service experience in a suitable leadership role. I am responsible for managing and supporting business innovations, new ideas, requirements and specifications for internal and external clients for master data. Maintaining documentation of master data and production of core reporting for key business areas across the organisation including the assurance of master data policies, business processes, data integrity, data extraction, report customization and analysis. Managing contracts, services and core databases for internal and external consultants and supporting team with the implementation of new systems and services for master data business processes.I have developed a high level of effective communication and interpersonal skills and have always maintained a professional and polite attitude towards clients and colleagues. My experience has enabled me to pay great attention to detail and I follow instructions carefully and diligently with the ability to cope effectively when under pressure. I enjoy both the responsibility to use my initiative to carry out work efficiently and to collaborate with others. I am a reliable, articulate, ambitious, outgoing and conscientious individual. I am honest, trustworthy and a hard working team player who will encourage, support and enhance my teams skills and knowledge.
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City & Guilds
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United Kingdom
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Education
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700 & Above Employee
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Data Management Team Coordinator / Assistant Manager
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Feb 2007 - Jan 2010
A passion and committed Data Management team coordinator and assistant manager who has the ability to change her teams work ethics to “can do”. Managing a team of eight people to deliver services for the processing of all City & Guilds examination results for multiply choice and examiner marked paper base exams for UK & international customers, opening and distributing white mail correspondence, dealing with queries related to the production of replacements certificates and resolving inbound queries sent from internal and external customers for data capture issues.I am a person that will put customers first and build up her team to feel the same passion and drive for their customers, using methods of training, coaching, mentoring and seeking out their key skills sets to deliver a high quality customer service.Managing the processing of around 90,000+ results per year for UK & internal customer to target and within agreed service level agreements by ensuring resource and the tools was provided within core areas during peak examination series. Weekly production of reporting detailing current KPIs and SLAs achieved and reported back to the key business areas; Customers Services, Assessment teams, Exam management, and Data Correction teams to discuss any issues, risks and action plans if required.Leading on any changes and updates for the in-house data capture system, liaising with the third party suppliers contracted to managed any system issues and ensuring no delays and minimal impact occurred with any changes needed to be made to the data capture system, management of weekly resource and work planning to ensure delivery and fulfilment of results processing and no risks and impact to services provided to customers. People management and training and development scheduled for individuals to enhance the team’s skills, knowledge and understanding of existing and new business processes.
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City & Guilds
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United Kingdom
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Education
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700 & Above Employee
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Customer Relations Coordinator / Team Leader
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Apr 2004 - Nov 2006
A customer focused professional who possesses a strong sense of urgency with regard to customer queries and satisfaction. I have worked within the Customer Services function as a Team Coordinator and a Customer Contact Team Leader which has allowed me to gain superb interpersonal and communication skills, coupled with excellent relationship building capabilities and excellent negotiating abilities. I am someone who has a track record of creating a work culture that rewards teamwork and cooperation and has taken a team from good to great by using a methodology which changes attitudes towards the customer experience. As a person who has gained a wealth of experienced due to my roles within Customer Services I fully understands the importance of appearance, being well spoken and the behaviours required in creating a positive impression in any role, whether this is face to face or via different methods of communication. My areas of expertise are precisely those that your company is looking for in an applicant, namely; leading a team from good to great by providing expert knowledge, coaching, mentoring and showing a passion for our customers and the services we offer to our customers, providing a high standard of customer service, identifying customer requirements and their specific needs, providing knowledgeable advice to peers, senior management, internal and external customers. I am now looking to join a company that is looking to recruit talented people who get’s results and has a can do attitude.Areas Of Expertise:Customer RelationshipsCustomer ServiceClient RetentionAnswering QueriesResolving ProblemsEvaluating CustomersAccount Management for international & UK customersPeople ManagementAdvisory Skills
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