Experience

McElwaine Security Services Limited

• United Kingdom
• Security and Investigations
• 1 - 100 Employee

• HR and Compliance Manager

  • Feb 2022 - Present

  The role is two fold in nature, encompassing the HR responsibilities of the group along with ensuring we meet all Compliance requirements of the industry. The role is naturally varied and is vital to the day-to-day running of the company.Duties:- Overseeing all recruitment into the business, drafting of all paperwork, overseeing the interviews and ensuring all recruitment follows regulations.- Managing security screening of new employees to BS7558 Standard- Provision and tracking of all employee training, ensuring all necessary training and certs are up to date- Documenting all information gathered during employement with the group, as per GDPR- Managing all the group insurances to ensure we remain compliant- Managing the fleet of vehicles, insurance, repair, Tax etc.- Managing all Accreditation issues to ensure compliance, including Health and Safety, Environment, Quality etc.

• Support Team Lead

  • Jun 2021 - Feb 2022

  Following a promotion, I continued to perform my roles as support team administrator but took on the responsibility of looking after the Support team staff. With the expansion ot the role, reporting on performance, problem solving and leadership skills were heavily relied on.Duties:- Reporting on performance of engineers and the Support Team · Managing the diary of 13 Engineers across the island of Ireland- Resolving issues that arise on jobs be it technical or customer based.- Ensuring the KPIs of engineers and the support team are met- Dealing with new contract queries on the phone, by email - Setting up new customer contracts and managing, install, service and maintenance through the lifetime of the contract. - Procurement of equipment

• Security Administrative Assistant

  • Sep 2019 - Jun 2021

  As Administrator I was responsible for the day-to-day activities required to assist a team of Security Engineers across the island of Ireland. The role required customer service, logistics and strong administration skills. Duties: • Provide administrative support duties • Administer & maintain the client database• Maintain accurate record-keeping & follow-up on any missing documentation• Appointment making for maintenance & call-out visits by engineers• Diary Management for 25 Engineers



Fermanagh & Omagh District Council

• United Kingdom
• Government Relations Services
• 1 - 100 Employee

• Administrative Assistant for PEACE IV

  • Sep 2017 - Sep 2019

  I was the administrative assistant for PEACE IV project. This role is varied and includes administrative duties along with project management. As administrative assistant my duties include: -Dealing with queries on the phone, by email and social media relating to PEACE IV -Drafting letters, reports, press releases, advert and marketing material. -Updating computer records -Tendering and procurement -Setting up meetings and taking the minutes -Making travel arrangements for staff -Attending community events to teach the public about PEACE IV



Donnelly Group

• United Kingdom
• Motor Vehicle Manufacturing
• 100 - 200 Employee

• Fleet Service Advisor

  • Apr 2017 - Aug 2017

  As a service advisor I acted as liaison between customers and the service department by communicating with customers regarding vehicle problems and repair timeline, and expressing customer concerns to service department. My daily duties included: Communicating with clients about vehicle problems, insurance questions, and warranty issues Maintained positive relationships with clients to ensure repeat and return customers Approached every transaction with a sales-minded professionalism and use this to suggestively sell products and services to clients, including making clients aware of all packages and retail options available Answered customer questions about services, including when to expect vehicle repairs Displayed extensive knowledge about products and services Ensured customer vehicle is finished on time and details for customer services rendered and costs for those services, ensuring satisfaction at every step of interaction Used all methods of customer communication, including online bookings, phone calls, and in-person interactions, to schedule and book appointments, vehicle drop-offs, and vehicle pick-ups Communicated with technicians about vehicle statuses, and ensures that vehicles will be ready for customer on time Acted as an advocate for clients when communicating vehicle problems and needs to repair department Liaised with technicians about parts ordering to ensure requisite parts are available when vehicle repairs require them, and communicates any time restrictions to customers in timely manner Processed customer payments



Renault Group

• France
• Motor Vehicle Manufacturing
• 700 & Above Employee

• Lead Customer Support Manager

  • Aug 2016 - Apr 2017

  My current role is based in a car manufacturer’s customer relations department where I manage a team of 8 customer support consultants. In this role, I am expected to manage the team’s daily allocation of cases, assisting them with difficult cases and report on the teams daily activities in management meetings.Daily tasks include:Manage the performance of my team against assigned KPI’s and targetsReporting on the team’s performance finding areas that require improvementsLiaising with other departments to establish training areas that could strengthen the teamPresenting to the department heads on team performance and on the plans to hit the assigned KPI’s for the yearAssisting the team by being available for Q and A sessions, side by side training and through approving goodwill requestsManaging resource for the team through using itinerary’s while monitoring absence, holidays and staying on top of people’s diary’s.Drafting of policies for changes to the Dealer NetworkManaging teams spend and reporting on this

• Customer Support Manager

  • May 2013 - Aug 2016

  Take responsibility for the management of issues and complaints received directly from customers and/or dealers, utilising the combined resources of Renault UK and it’s network of dealers• Support the customer and/or dealer to a satisfactory resolution– Accurate diagnosis of the problem to be resolved– Resolution to be in line with pre-determined service and operational standards– Manage and control the actions of the network to ensure a balanced customer experience– Control the use of goodwill budgets in line with agreed levels of delegated authority, being mindful of delivering customer satisfaction and recognising commercial reality.• Add value to Customer Services processes– Enrich customer data and our knowledge of the customer– Enrich the Knowledge Base and information sharing• Identify weaknesses and alert team management– To serious technical and/or consumer related issues– To failure and weakness within the dealer network



WhatCulture.com

• Broadcast Media Production and Distribution
• 1 - 100 Employee

• Contributer

  • Aug 2012 - Feb 2017

  Sports contributions to the popular website. Its a voluntary position that lets me put my view across about the happenings in the world of football. Very fulfilling role that lets me live out many football fans dream job. Sports contributions to the popular website. Its a voluntary position that lets me put my view across about the happenings in the world of football. Very fulfilling role that lets me live out many football fans dream job.



PPI Claim Company - Belmont Thornton

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Deputy Team Leader

  • Feb 2012 - Apr 2013

  Recording and monitoring information received into the business while ensuring accurate data entry, maintaining the customer database Dealing with escalated complaints via both phone and email Used Investigative skills to provide solutions Improved listening to ensure effective problem solving Responding to customers via phone, email and letter Provided administrative support through fuling, data entry and post room duties. Managed team of 10 employees in managers absence Recording and monitoring information received into the business while ensuring accurate data entry, maintaining the customer database Dealing with escalated complaints via both phone and email Used Investigative skills to provide solutions Improved listening to ensure effective problem solving Responding to customers via phone, email and letter Provided administrative support through fuling, data entry and post room duties. Managed team of 10 employees in managers absence



Fulham Mitre

• Fulham, London

• Bar Staff

  • Sep 2011 - Dec 2012

  Worked in a team based environment Provided high levels of customer service Improved communication and assertiveness Worked in a team based environment Provided high levels of customer service Improved communication and assertiveness



Ryans Bar Hanwell

• Hanwell, London

• Assistant Manager

  • Jan 2011 - Aug 2011

  Gained Managerial Experience in HR, Marketing and Finance Improved Decision Making Used Internet Promotional techniques Gained Managerial Experience in HR, Marketing and Finance Improved Decision Making Used Internet Promotional techniques