Experience

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  Complete RPI

  • United Kingdom
  • Real Estate
  • 1 - 100 Employee

  • Executive Assistant

    • Oct 2019 - Present

  • Head of Company Administration

    • Sep 2017 - Present

  • Executive Assistant & Head of Business Development Administration

    • Sep 2020 - Dec 2022

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  Vorwerk UK Ltd

  • Sunninghill

  • Operations Manager

    • Oct 2014 - Dec 2015
    • Sunninghill

    Provided leadership and mentoring to five Customer Service Agents and one Team Leader, plus three Technical Support Team members and one Service & Logistics Manager•Implemented Avaya IPOCC Voice/Email management system for Customer Services/Technical Services Teams, providing increased efficiency in call/email routing and call volume reporting.•Played key role in development, UAT and implementation of SAP ByDesign Business Management Software – focusing on the Account Management, Order Processing and Logistics areas of the system. Successful deployment within limited timelines and, therefore, increasing efficiencies and reporting capabilities.•Developed relationships with external development teams to establish online shops for both Vorwerk’s independent Sales Force and consumers, allowing Sales Force to close sales more ef-fectively whilst with the customer, and driving down call volumes to Customer Services.•Established monthly dashboard reporting for Customer and Technical Services for use in resource planning and business partner SLA recording.•Instigated Competency Matrix to identify knowledge/training gaps and established training programme to address relevant needs, enhancing the support for the business.

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  Equinix (Services) Ltd

  • Slough, United Kingdom

  • EMEA Customer Service Desk Manager

    • May 2012 - Feb 2013
    • Slough, United Kingdom

    Managed EMEA Service Desk operations to ensure quality support to customers.•Established centralised EMEA Service Desk for English/French speaking locations.•Implemented LiveOps Voice system for EMEA Service Desk, providing increased efficiency in call routing and call volume reporting.•Established Customer Satisfaction Survey reporting to effectively follow-up on low scores. •Maintained contact and relations with other Equinix Service Desks globally to establish consistent operations and service levels.•Ensured timely and effective internal and external communications during major Datacentre and network incidents/outages.

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  Kendle International (acquired by INC Research July 2011)

  • Associate Director, IT - EU/Asia Pac Customer Services

    • Dec 2008 - Sep 2011

    Coordination of all relevant IT Customer Services and Enterprise Infrastructure functions within Europe and Asia-Pacific, ensuring these functions were undertaken and supported to Kendle's quality standards. • Established use of Knowledge Management system for Technicians and end-users.• Organised and co-ordinated office relocation of 240+ employees.• Originated and marketed an IT “Follow-The-Sun” support model to provide 24 hour support.• Initiated and created EU IT Service Desk rota.

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  Kendle International

  • United States
  • Pharmaceutical Manufacturing
  • 700 & Above Employee

  • Manager, Regional Customer Support Servies

    • May 2006 - Nov 2008

    Resource and Personnel Managed Technical Support Specialists across Europe, driving the highest levels of performance through coaching, training and performance metrics.• Identified the need for a Global IT induction programme. Designed, and provided supporting documentation.• Co-ordinated a major Operating System and Microsoft Office suite upgrade for 150+ users. • Formulated internal IT integration plan for 500+ employees across Europe following acquisition. • Led initiative to research new Service Desk technologies around ITIL best practices.

  • Assistant Manager, Desktop Support Services

    • Aug 2003 - Apr 2006

    Managed IT Service Desk operations to ensure quality support to customers.• Coached and mentored new Technical Support Specialists on Service Desk systems and processes.• Tracked software installations across Europe and Asia Pacific, implementing installation procedures and reporting.• Rolled out multiple IT hardware and software upgrade projects, communicating to all internal stakeholders and meeting all relevant parameters.

  • Technical Support Specialist

    • Jul 2000 - Jul 2003

    Accountable for ensuring the continuity of computer system services for internal customers by providing them with assistance. • Participated in transfer of 50+ employees to new office location, ensuring cost and timeline conformity.• Promoted knowledge sharing within team, enhancing competencies and specialist knowledge.• Instigated Technical Support Specialist monthly meetings to facilitate team building and potential problem identification, enabling a proactive approach.

  • Office Manager

    • Feb 1999 - Jun 2000

    Organised and supervised all administrative activities to facilitate day-to-day effectiveness and efficiency of the workplace. • Planned and oversaw office relocation within set targets.• Proposed, executed and maintained office record filing system.• Devised and introduced vendor contract renewal process, which resulted in 90% renewal deadline compliance.

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  Schneider UK

  • Office Manager

    • Jan 1996 - Dec 1998

    • Responsible for running of office and Administration Department, including staff quarterly performance reviews and annual appraisals. • Coordinated all National and International exhibitions and conferences. • Established databases to track objectives/project timelines.

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  ConvaTec Ltd

  • Medical Affairs Administrator

    • Dec 1992 - Nov 1995

    • Prepared, coordinated and managed budgets and expenditure. • Managed grant payments to investigators, as well as supplies for clinical trials. • Attended monthly staff meetings and made formal presentations. • Maintained various databases for project tracking.

  • PA to Medical Director

    • Jul 1984 - Dec 1992

    • Designed case report forms for clinical trials. • Organised pan-European conferences for Medical Department and attended as coordinator.• Prepared presentations using variety of software packages.

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  East Berkshire Health Authority

  • Heatherwood Hospital

  • PA to Consultant Gynaecologist/Obstetrician

    • Jul 1978 - Jul 1984
    • Heatherwood Hospital

    • Liaison with various departments to achieve pre-set objectives. • Organised presentations/meetings and attended in the role of coordinator. • Typed presentations and speeches for Department.