Experience

Matrix Security Watchdog

• United Kingdom
• Security and Investigations
• 100 - 200 Employee

• Head of Operations

  • Aug 2022 - Present

• Senior Resource and Capacity Manager

  • Aug 2021 - Aug 2022

  United Kingdom • Creating Demand Forecasts and capacity plans within delivery metrics to demonstrate resource requirements for both long and short term projects. • Assist in the development and production of resource models • Develop and produce resource data analysis and management reports to effectively monitor and measure resource utilisation, deployment and cost. • Administer resource systems to analyse and report on employee and departmental resource metrics such as performance, attendance… Show more • Creating Demand Forecasts and capacity plans within delivery metrics to demonstrate resource requirements for both long and short term projects. • Assist in the development and production of resource models • Develop and produce resource data analysis and management reports to effectively monitor and measure resource utilisation, deployment and cost. • Administer resource systems to analyse and report on employee and departmental resource metrics such as performance, attendance, training and compliance • Manage the training department and oversee the creation and presentation of training material for the operation • Developed a training plan to support the operational transition to a new system • Role out a new performance management tool to the operation to gather detailed metrics on performance and resource requirements.

• Service Delivery Manager

  • Mar 2019 - Nov 2021

  Basingstoke, England, United Kingdom • Advise clients on methods, technologies, process improvements and training that would increase overall business potential. • Plan and manage full graduate project lifecycles, from conception through final completion. • Attend staff and client meetings and serve as liaison to manage operations team. • Maintain proper staffing levels to guarantee timely and accurate deliveries. • Participate in drafting service budgeting, advising on areas of possible improvement to reduce costs and… Show more • Advise clients on methods, technologies, process improvements and training that would increase overall business potential. • Plan and manage full graduate project lifecycles, from conception through final completion. • Attend staff and client meetings and serve as liaison to manage operations team. • Maintain proper staffing levels to guarantee timely and accurate deliveries. • Participate in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times. • Coordinate and lead internal and external stakeholder meetings. • Coordinate new hire recruitment, training and development. • Cultivate effective and positive working relationships with clients through implementation, initial training and ongoing support. • Evaluate personnel workloads to support capacity planning, adjusting service call scheduling according to available staff. • Contribute to internal and external account reviews. • Undertake ongoing risk mitigation for all client contracts

• Aviation Account Manager

  • Mar 2018 - Mar 2019

  Alton • Worked with Aviation customers to understand needs and provide excellent service. • Actively listened to customers, handled concerns quickly and escalated major issues to the Service Delivery Manager. • Created spreadsheets using Microsoft Excel and visual basics macro for daily, weekly and monthly reporting. • Developed team communications and information for meetings. • Developed and maintained courteous and effective working relationships. • Quickly learned new skills and… Show more • Worked with Aviation customers to understand needs and provide excellent service. • Actively listened to customers, handled concerns quickly and escalated major issues to the Service Delivery Manager. • Created spreadsheets using Microsoft Excel and visual basics macro for daily, weekly and monthly reporting. • Developed team communications and information for meetings. • Developed and maintained courteous and effective working relationships. • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity. • Handled day-to-day running of the aviation screening team ensuring high levels of productivity and progression. • Worked closely with customer contacts to maintain optimum levels of communication to effectively and efficiently complete projects.

• Team Leader

  • Mar 2017 - Mar 2018

  Alton • Mentored and guided employees to foster proper completion of assigned duties. • Built strong relationships with customers through positive attitude and attentive response. • Established open and professional relationships with team members which helped resolve issues and conflicts quickly. • Assisted with new hire processing and existing training programs. • Coordinated weekly meetings for internal and external groups, interacting with all levels of management. • Demonstrated… Show more • Mentored and guided employees to foster proper completion of assigned duties. • Built strong relationships with customers through positive attitude and attentive response. • Established open and professional relationships with team members which helped resolve issues and conflicts quickly. • Assisted with new hire processing and existing training programs. • Coordinated weekly meetings for internal and external groups, interacting with all levels of management. • Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values. • Implemented new working processes which delivered continued improvements. • Positioned as go-to person for up to 10 staff members, troubleshooting complex administrative and training issues promptly. • Initiated timely response to emails, voicemails and written correspondence.

• Aviation Screening Executive

  • Sep 2016 - Mar 2017

  Alton • Offered friendly and efficient service to all customers, handled challenging situations with ease. • Used coordination and planning skills to achieve results according to schedule. • Used critical thinking to break down problems, evaluate solutions and make decisions. • Maintained energy and enthusiasm in fast-paced environment. • Completed all paperwork, recognizing any discrepancies and addressing them in a timely fashion. • Utilized proper telephone etiquette and asked… Show more • Offered friendly and efficient service to all customers, handled challenging situations with ease. • Used coordination and planning skills to achieve results according to schedule. • Used critical thinking to break down problems, evaluate solutions and make decisions. • Maintained energy and enthusiasm in fast-paced environment. • Completed all paperwork, recognizing any discrepancies and addressing them in a timely fashion. • Utilized proper telephone etiquette and asked in-depth questions to immediately find solutions to issues for customers. • Sought ways to improve processes and services provided. • Effective liaison between customers and internal departments.



The Royal Marsden NHS Foundation Trust

• United Kingdom
• Hospitals and Health Care
• 700 & Above Employee

• Pharmacy Assistant - Clinical Trials

  • Sep 2014 - Aug 2015

  Sutton, United Kingdom • Prepared packaging and labels for prescriptions, verifying accuracy of dosage, side effects, interactions and refill instructions. • Monitored inventory levels to inform pharmacists of shortages and facilitate resupply. • Counted and labelled prescriptions with correct item and quantity. • Provided administrative support including, filing, copying and faxing. • Assisted pharmacy staff in preparing medications and filling orders. • Received incoming supplies and stocked in… Show more • Prepared packaging and labels for prescriptions, verifying accuracy of dosage, side effects, interactions and refill instructions. • Monitored inventory levels to inform pharmacists of shortages and facilitate resupply. • Counted and labelled prescriptions with correct item and quantity. • Provided administrative support including, filing, copying and faxing. • Assisted pharmacy staff in preparing medications and filling orders. • Received incoming supplies and stocked in correct locations. • Located and measured medications according to prescription information, making modifications as instructed by pharmacists and providers. • Completed and filed documentation for clinical trials reports

• Medical Secretary

  • Mar 2013 - Sep 2014

  Sutton, England, United Kingdom • Successfully scheduled patient appointments and placed reminder calls to deliver exceptional customer experience. • Organized paperwork such as charts and reports for office and patient needs. • Completed skilled administrative work to support all office staff and operational requirements. • Carried out front office duties utilizing data entry skills in framework of medical database. • Received, recorded and addressed incoming and outgoing communication via telephone and… Show more • Successfully scheduled patient appointments and placed reminder calls to deliver exceptional customer experience. • Organized paperwork such as charts and reports for office and patient needs. • Completed skilled administrative work to support all office staff and operational requirements. • Carried out front office duties utilizing data entry skills in framework of medical database. • Received, recorded and addressed incoming and outgoing communication via telephone and email. • Contacted hospitals to confirm patients’ medical histories and prevent inaccurate diagnoses and treatments



Fairhill Medical Practice

• United Kingdom
• Hospitals and Health Care
• 1 - 100 Employee

• Apprentice Assistant Manager

  • Mar 2012 - Mar 2013

  Kingston upon Thames, United Kingdom • Developed close working relationships with front office and back office staff. • Promoted patient health and general wellness by coordinating and encouraging participation in health events. • Assisted with regulatory issues such as compliance. • Created and implemented organizational policies and procedures. • Communicated closely with patients, ensuring medical information was kept private. • Handled job duties for staff members which were unavailable or out of… Show more • Developed close working relationships with front office and back office staff. • Promoted patient health and general wellness by coordinating and encouraging participation in health events. • Assisted with regulatory issues such as compliance. • Created and implemented organizational policies and procedures. • Communicated closely with patients, ensuring medical information was kept private. • Handled job duties for staff members which were unavailable or out of office. • Ordered all office supplies and kept check on inventory levels. • Communicated effectively with staff members, physicians and patients, employing active listening and interpersonal skills. • Addressed and remedied patient or team member issues. Show less