Experience

Changing Social

• United Kingdom
• Information Technology & Services
• 1 - 100 Employee

• M365 Change Consultant

  • Oct 2022 - Present

  • Own and manage your customer delivery work to the appropriate time scales and quality • Deliver customer success and become a trusted advisor within our customers • Responsible for understanding, managing, and driving my utilisation • Work with the PMO to provide customer updates, milestone, and status reports • Create and deliver adoption and change management strategies for our customers • Design communication and training plans working closely with respective teams • Identify further opportunities to deliver services and success • Support in region management activities, pre-sales, scoping and statement of work writing • Contribute to the creation and innovation of the services Changing Social offer Show less



Nuffield Health

• United Kingdom
• Wellness and Fitness Services
• 700 & Above Employee

• • Jun 2020 - Present

  •Managed end to end project delivery including internal & external stakeholders, technical integration workstreams and communication using agile methodology •Increased accessibility, usability and adoption of existing technology across the Charity •Created and managed a Microsoft support network to empower users across the business to implement and streamline business change •Collaborated with internal and external stakeholders to identify areas of improvement and streamline IT knowledge and design whilst implementing training accordingly •Worked closely with 1st and 2nd line support and developed a strong relationship with 3rd party suppliers including Microsoft and UP3 to ensure we are continuously getting value for money •Keeping up with the ever-changing technology landscape to deliver against operational and organisation needs, providing insight into what’s being achieved whilst identifying where issues and opportunities lie. •Identified a key area of service improvement with the service desk and implemented Agile working with our 3rd party supplier to achieve measurable positive business change •Consulted with areas of the business and designed applications to streamline current processes and improve ways of working including development of the ‘Get Started’ application rolled out company wide •Constantly strive to develop and therefore took part in the Business Leaders Foundation Apprenticeship•Organised various team motivational events i.e., IT Speed Dating to encourage collaboration across the department and to energise teams on an individual basis Show less

• • Sep 2017 - Jun 2020

  •Manage major incidents effectively to ensure that they are escalated to the most appropriate level; that all necessary resources are engaged and that professional communications are regularly issued to users •Work with all necessary stakeholders to achieve prompt service resolution, facilitate underlying problem diagnosis and root cause analysis •Continually look for areas of process improvement and influence others to deliver on change•Creator and owner of training materials (documents, videos, webinars, classroom courses) for IT teams to improve service quality and efficiency •Handle all user escalation requests promptly and make suggestions for how the service can be improved for the future to reduce future requests •Deliver a high quality of communications from IT to the business at large, in a timely manner, conveying an appropriate tone and using a consistent style •Report on the customer satisfaction survey measures and suggest improvements based on the feedback contained therein Show less



Cass Business School

• United Kingdom
• Higher Education
• 200 - 300 Employee

• Careers Co-ordinator

  • May 2016 - Present

  Key Responsibilities: •CRM super user and responsible for resolving any system issues affecting staff and students •Generate and analyse monthly reports looking at budgets, and student activity to ensure we are in line with the departmental expectations and goals •Produce the induction timetable in an Excel also involving diary management of 20 members of staff •Present report findings to the team using power point •Manage the workload of two other colleagues along with additional training to ensure day to day student events run smoothly •Accountable for liaising with external consultants to arrange coaching days for the students; compose and prepare contracts, manage diaries and ensure appointments are filled •Administrative duties include; responding to emails, answering incoming calls, monitoring social media communications, reporting of data, analysis of data, maintaining an office inventory, attending team meetings to communicate updates, formatting reports and presentations, booking staff travel and ordering office stationary •Joint head of university wide events including organizing and managing the 50th celebration for 1,000 students and employees; maintaining a budget spreadsheet, operating on tight time scales, delegating tasks to the team, designing tickets and marketing aids, promoting the event and liaising with suppliers. •Help to coordinate tasks for the annual careers fair for 1,400 students; meeting employer’s needs, promoting to students, dealing with queries and organising set up for the day •Responsible for managing invoicing, setting up new suppliers, responding to finance related queries and assisting with budget control •Drive student engagement; arrange and man careers stands, organize and manage social media competitions in line with brand values Show less



AXA

• Italy
• Glass, Ceramics and Concrete Manufacturing
• 1 - 100 Employee

• Occupational Health Technician

  • Jul 2014 - Apr 2016

  -Responsible for organising, managing, and conducting medical screening clinics for a major airline. This requires a high level of communication and logistical skills, constant problem solving, and continuous process improvement. -Providing effective customer service ensuring new candidates experience an exciting journey to employment. -As a part of the role I also take on administrative duties including, document and data processing, workflow prioritisation, minute taking of meetings, liaising with team members and diary management of multiple nurses and physicians. -Making relevant travels arrangements to clinics for myself and colleagues a month in advance. -Ordering clinic supplies on a weekly basis for two clinic sites. -Part of sports and social committee which involves organising events and team building days. -Problem solving onsite to ensure clinics run effectively and efficiently. -Accountable for maintaining records to ensure data entered into client records is contemporaneous, accurate, legible, concise and coherent. Show less



Multiple Companies

• 100 - 200 Employee

• Working abroad experience

  • Jul 2013 - Apr 2014

  Salvation Army - Volunteer -Volunteered on evenings at the Salvation Army Cafe involving serving coffees with a smile and delivering a friendly and warm service to the regulars Salmat - Customer Service Advisor -I worked full time at Foxtel, a large Australian company, in a customer service role, within a very high paced team environment -My problem solving skills greatly developed as I dealt with many complaints and problematic customers -I maintained an extremely high quality score which was reflected in my call handling statistics being consistently above average To The Woods - Senior Cafe Assisstant • Running front of house -Training new staff members -Managing and allocating tasks -Offer excellence in customer service -Prioritising tasks -Dealing with a high volume of orders and resolving customer issues where necessary Show less



The 212

• United Kingdom
• Restaurants

• Head PR

  • Aug 2012 - Apr 2013

  -As a PR manager I was involved in creating and promoting ideas for main nights. This involved designing of posters, social media campaigns and creation of visual aids such as video communication. -I was given responsibility to run two employment campaigns which resulted in managing a team of PRs and organising the rota. -I became very familiar with using various social media platforms to market the club. -As a PR manager I was involved in creating and promoting ideas for main nights. This involved designing of posters, social media campaigns and creation of visual aids such as video communication. -I was given responsibility to run two employment campaigns which resulted in managing a team of PRs and organising the rota. -I became very familiar with using various social media platforms to market the club.



Lloyds TSB Bank

• Spain
• Financial Services

• Customer Service & Savings Specialist

  • Apr 2010 - Jun 2012

  -The role comprised of maintaining and building relationships with customers and problem solving on a daily basis -Being appointed temporary team manager involved, holding team briefings and ensuring the team were motivated and working to the best of their ability on the job. -A promotion to savings specialist resulted in building extensive rapport with customers. Further responsibilities included making team members aware of script changes and mentoring individuals who were struggling. -The role comprised of maintaining and building relationships with customers and problem solving on a daily basis -Being appointed temporary team manager involved, holding team briefings and ensuring the team were motivated and working to the best of their ability on the job. -A promotion to savings specialist resulted in building extensive rapport with customers. Further responsibilities included making team members aware of script changes and mentoring individuals who were struggling.



TOPSHOP TOPMAN

• United Kingdom
• Retail Apparel and Fashion
• 700 & Above Employee

• Concession Manager & Service Motivator

  • Aug 2009 - Apr 2011

  -Appointed as a service motivator I was responsible for communicating and motivating team members, ensuring daily targets were achieved. -The role of concession manager involved ordering and maintaining stock levels and visual merchandising with attention to detail. -Upselling store cards and building a coherent client base resulted in achieving and retaining a consistent high level of sales -Appointed as a service motivator I was responsible for communicating and motivating team members, ensuring daily targets were achieved. -The role of concession manager involved ordering and maintaining stock levels and visual merchandising with attention to detail. -Upselling store cards and building a coherent client base resulted in achieving and retaining a consistent high level of sales