Experience

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  Self-employed

  • South Yorkshire, England, United Kingdom

  • Creative Writer

    • Feb 2022 - Present
    • South Yorkshire, England, United Kingdom

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  York St. John University

  • United Kingdom
  • Higher Education
  • 700 & Above Employee

  • Customer Services Manager

    • Jan 2020 - Feb 2022

    Managing a team of 30+ Customer Services experts, including frontline staff for two information desks and the Print Services department, and all the processes involved thereof.

  • Library Operations Manager

    • Oct 2018 - Jan 2020

    Managing a staff of 25+, my job is to ensure the university's library services meet and exceed our customers' expectations, including managing staff at the Information desk, overseeing library operations, and ensuring print and electronic resources are readily accessible.

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  Self-Employed

  • Writer

    • Apr 2018 - Sep 2018

    Took a bit of personal time to work on a novel, start a professional library qualification, volunteer at a local library, and spend time with family.

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  Medical Protection Society

  • Leeds, United Kingdom

  • Head of Knowledge Management

    • Aug 2015 - Apr 2018
    • Leeds, United Kingdom

    Created and implemented a strategy for discovering, classifying, redistributing, and embedding knowledge in order to improve organizational efficiency and provide fast, accurate advice for members. Leading a team of four, we selected, implemented, and maintained three knowledge systems and three libraries, and embedded and facilitated knowledge activities with 50+ knowledge advocates, leading to 30+ business improvements in the first year of the programme. Also created and administered courses on user needs analysis, facilitation skills, and root cause analysis as well as knowledge management.

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  NHS Digital

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

  • Knowledge Management Consultant

    • Jun 2014 - Aug 2015

    Joined the re-formed Knowledge Management team where I helped define and create new processes and tools for knowledge sharing, as well as facilitating knowledge activities such as retrospectives and peer assists. Created and managed a new process for evaluating and implementing business improvements.

  • Senior Communications Manager

    • Mar 2013 - May 2014

    Responsible for managing the corporate website, including content editing, analytics, user testing, training, and service management. I wrote business requirements for two redesigns, working with CMS vendors and internal IT. Designed a new information architecture and faceted catalogue search that was adopted and sold by the vendor. Also managed contractors who help maintain the site.

  • Knowledge Officer

    • Dec 2009 - Jul 2013

    Provided project and content management for the main website, www.hscic.gov.uk, as well as a personalisation site and corporate search tool. I handled service delivery, including writing business requirements and logging, tracking, and escalating bug fixes for those systems, and liaised with internal IT and vendors. Other responsibilities included handling business analysis, analytics, information architecture, taxonomy, testing, training on web systems, and user engagement. I consulted on the information architecture and usability of multiple other NHS websites, did training on corporate values, and assisted with projects including knowledge transfers, business process improvements, publications, intranet planning, and new employee orientation. I created and maintained a knowledge toolkit for retaining project and employee knowledge, and managed the transition of the corporate website into a new content management system, including tightening up the content and creating a new information architecture.Before joining the web team, I did corporate knowledge management, setting up a knowledge library and running harvests and retrospectives, as well as managing a corporate library and knowledge networking site. Created a knowledge management group for NHS knowledge managers and spoke at various knowledge and information management seminars.

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  Doncaster Council

  • Assistant in Charge

    • Dec 2006 - Dec 2009

    As first manager for a new branch library in Denaby Main, I worked the front desk and managed two assistants, did marketing, event planning, storytelling, school visits, and record-keeping. Instituted several new procedures for the library service, including a review of library information on the city website. Was seconded to Askern Library and Customer Service Centre, where I learned to provide Council services.

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  Cadence Design Systems

  • Information Architect

    • 2003 - 2005

    Cadence acquired Simplex in 2003. I managed the content and graphic redesign of external and internal websites (including user testing) and created a 50-member worldwide webmaster team to share best practices and set standards. Consulted on information design within the company, including the online customer help system and international sites, and helped lead a corporate metadata standards committee to create an organisation-wide taxonomy. I directly managed staff responsible for the automated sales information system, and wrote and managed the production of very popular product marketing DVDs.

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  Simplex Solutions

  • Web Production Manager and Technical Writer

    • 2000 - 2003

    In charge of collateral creation, including researching, writing, and editing datasheets, technical articles, presentations, and whitepapers. I managed the content and information design for both the internal and external corporate websites, selected and managed web service providers, and supplied internal training on web applications. Consulted on knowledge management projects within the company, provided back-up for public relations and tradeshow coordination, and created an internal company newsletter.

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  Redwood City Public Library

  • Children's Librarian

    • 1978 - 2003

    Starting as a page and working up to Children's Librarian (on-call), I staffed the reference desk and performed various tasks including designing the summer reading club and moving the card catalogue online.

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  Synopsys

  • Corporate Knowledge Librarian

    • 1993 - 2000

    Starting as Knowledge Disseminator, I managed the implementation, information design, content, and marketing for the automated customer help application, SOLV-IT! (patent approved), which included writing customer newsletters, managing a team of content contributors from around the company, and creating rewards programs. I created and administered an HTML training class for employees.After three years I became Corporate Knowledge Librarian, where I was responsible for creating and implementing a Knowledge Management plan for the company. I managed content and information design for the intranet, consulted on the external company website, researched and selected foundation web systems including data mining and authentication applications, and wrote communications for the Information Systems department. I oversaw six employees including web programmers and the corporate training group.

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  Cypress

  • Technical Editor

    • 1987 - 1993

    Responsible for editing, designing, formatting, indexing, and printing of all books and brochures using Interleaf software, and supervised contractors in all these areas. I wrote the company style guide, product descriptions for various catalogue publications, and articles for the company newsletter and national newspapers. I created and taught a writing class for engineers, co-founded an in-house Toastmasters club, and created and led an aerobics program for employees.

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  Sandcastles, Inc.

  • Production Editor and Project Manager

    • 1983 - 1986

    I coordinated the production of technical manuals, datasheets, and newsletters from manuscript stage to printed product, which included locating, training, and managing contractors in editing, indexing, and layout using various publishing software programs. I instigated a production process and a recycle paper program. I was promoted to management level after my first year.

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  Scientific Press

  • Editorial Assistant

    • 1982 - 1983

    I performed various duties from order fulfilment and customer service to software reproduction, editing, and paste-up for college-level textbooks in business, statistics, and marketing.