Experience

Optimity Ltd

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Business Process Manager

  • Mar 2017 - Present

  As the organisation grows, it becomes more complex so ensuring a salable infrastructure (systems and structures) to handle the complexities is the key responsibility;Reviewing and leading process improvement initiatives across the business to deliver efficiencies and benefits to internal and external customers; identifying improvement opportunities and managing improvement requests from the business;Supporting the business in scaling up: in leading people, in setting strategy, in driving execution, in managing cash by developing and managing CRM/ERP, tools, platforms and systems; document management; new CRM/systems migration implementation stage;Promoting and developing a continuous improvement culture across the business; championing the need and benefit by utilising a structured approach to business process improvement; championing strategic, end to end process initiatives;Coaching and supporting project team members in using tools, systems and methodologies; documenting and monitoring business processes, business rules, metrics and standard operating procedures; reporting business process performance against accepted standards and KPI’s; developing and supporting data capture and data management processes for core systems to support the delivery of identified projects; delivering process improvement and utilisation of systems training to staff focusing on resolving issues and performing with a customer focused attitude. Show less

• Operations Administrator & Analyst and BDUK Specialist (Installation Phase)

  • Nov 2015 - Feb 2017

  Managing project deadlines and monitoring milestones through completion stage; Developing objectives, work schedules and policies to monitor performance;Establishing project control procedures such as project forecasts; developing presentations and reports to facilitate project evaluation and process improvement; monitoring timelines and flagging potential issues to be addressed; Reviewing customer concerns and new opportunities to drive business strategy at planning sessions; handing-over installation documents to the clients once the connections/services were live/installed; being in permanent contact with suppliers and clients; order fulfillment;Working closely with our Sales, Client Service and Finance departments to ensure the best journey for our clients and streamline the internal and external processes.Assisting approx. 1000 clients in completing the final stage of the process;Closely working with the Finance department ensuring the accuracy of invoices (as per the T&Cs of the Scheme - the vouchers and invoices were verified, approved and paid by Greater London Authority based on our weekly reporting); assisting GLA on on-site and documentation audits. Show less

• Sales Support Rep and BDUK Specialist (Application/sign-up Phase)

  • Sep 2014 - Nov 2015

  The Government's Broadband Connection Voucher Scheme (BDUK) ran from December 2013 until October 2015. The scheme was a core part of the transformation of broadband the Government was delivering across the country. The funding came from the Government's £150 million “Super Connected Cities” programme and was an integral part of the Government's offer to small and medium businesses. From April 2015, the scheme was funded by a £40m Government challenge fund. Responsibilities:Assisting in the admin process of the scheme (working closely with the customers and Greater London Authority - GLA), ensuring the accuracy of the applications and getting over 1000 vouchers approved (approx. £2.5 mil.); Reporting to GLA weekly;Generating quotes and paperwork for sales representatives and account managers;Documenting all customer queries and comments thoroughly and quickly; Coordinating between billing department and customers to resolve discrepancies;Responding to all customer inquiries thoroughly and professionally; referring unresolved customer grievances to designated departments for further investigation; entering data promptly and efficiently; processing orders for customers. Show less



Marlin Apartments London

• United Kingdom
• Hospitality
• 1 - 100 Employee

• Reservation Representative

  • Feb 2014 - Sep 2014

  Processing reservations via telephone or email;Computing bills, collecting payments and making amendments on reservations for guests;Checking customers' credit and establishing payment methods;Posting charges for rooms, food, beverages, or telephone calls, to ledgers manually or by using computers;Dealing with customers' complaints;Conducting viewings for walk-ins or long-stay customers.

• Receptionist and Assistant Hotel Manager

  • Jun 2012 - Jan 2014

  Greeting and welcoming all hotel guests with a smile, accommodating their requests;Processing telephone and walk-in reservations; performing check-in and check-out procedures;Reviewing account information and charges with guests upon check-out;Soliciting and analysing feedback through questionnaires to evaluate levels of guest satisfaction;Collaborating with maintenance and housekeeping departments; daily/weekly/monthly reports - time sheets, stock/inventory, maintenance, accounting (payment in/out reports), administrative and up-selling activities; organizing the Housekeeping department, dealing with and completing all manager's assignments;Solutioning service-related problems in a timely manner; Delivering messages, mail and packages left for guests and hotel facilities in a timely manner;Nominated and awarded the 'Employee of the year' (out of approx. 200 employees - 7 locations) - Aug 2015. Show less



AXA

• France
• Insurance
• 700 & Above Employee

• Financial Adviser/Unit Manager and Trainer

  • Apr 2007 - Oct 2011

  Interviewing potential clients to determine current income, expenses, insurance coverage, tax status, financial objectives, risk tolerance and all needed details to develop financial plans; Answering clients' queries about financial plans and strategies; Selling life/non-life insurance plans and personal loans; Servicing the existing clients; Recommending loan approvals and rejections based on customer loan application reviews; Maintaining friendly and professional client interactions at all times. Recruiting, mentoring, coaching and training staff to ensure smooth adoption of responsibilities and procedures and develop new skills and maintain great work ethic or attitude; Modelling exceptional customer service skills and appropriate diagnostic sales techniques; Evaluating leads obtained through direct referrals, lead databases and cold calling; Achieving and exceeded the personal and team targets; Controlling and evaluating the activity, time and resources. Reporting daily/weekly/monthly to the line manager. Show less