Experience

Hunters Ambulance

• United States
• Public Safety
• 1 - 100 Employee

• Executive Administrative Assistant

  • Oct 2022 - Present

  United States



Precision chiropractic and Nutrition center

• Front Desk Operations Manager

  • Jun 2021 - Oct 2022

  857 N Main St Ext, Wallingford CT, United States



First Baptist Church

• United States
• Religious Institutions
• 1 - 100 Employee

• Executive Personal Assistant

  • Jul 2017 - Aug 2022

  Wallingford, Connecticut



Grace and St Peters Episcopal church

• Office manager

  • Feb 2012 - Jul 2017

  Hamden, Connecticut • Built and maintain Access databases containing parishioners, financial offerings, and pledges • Created and manage church directory, shared calendar, and create weekly worship bulletins • Install and update PCs to ensure systems are up to date and not vulnerable to malicious software attacks • Manage projects to streamline and optimize church resources • Oversee all office communications, such as voicemail's and emails • Ensure total confidentiality with sensitive issues



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Regional Service Support Manager

  • Feb 2010 - Jul 2011

  london area, united kingdom • Supported 150 branches throughout Greater London (UK) • Assisted the Regional Services Manager in the achievement of the region’s £50m cost plan by monitoring and maintaining control over all costs • Drove down customer complaints by creating a Regional Complaints Team • Created and conducted training sessions to enhance the effectiveness of the complaints resolution teams • Created and conducted training sessions for all branch managers to help them raise their customer… Show more • Supported 150 branches throughout Greater London (UK) • Assisted the Regional Services Manager in the achievement of the region’s £50m cost plan by monitoring and maintaining control over all costs • Drove down customer complaints by creating a Regional Complaints Team • Created and conducted training sessions to enhance the effectiveness of the complaints resolution teams • Created and conducted training sessions for all branch managers to help them raise their customer satisfaction score and to reduce their customer complaints • Oversaw all branch refurbishments within the region • Trained and adhered to all of the banks Compliance Regulations to ensure that the bank and I were protected from any Data breeches • Developed personal improvement and individual development plans for all staff • Conducted regular one to one sessions with direct reports, to develop time management and to help all direct reports gain further understanding with all branches Measurable Index Tables • Organised events for branch staff, regional teams, and senior and national management • Reviewed operational quality monthly and addressed trends • Liaised and built relationships within different departments, to ensure issues and queries were dealt with effectively and in a timely manner. • Ensured corporate functions and activities were executed under budget • Actively sought feedback in order to develop skills in all areas, utilising ‘Start, Stop, Continue’ as a feedback tool

• Team Leader

  • Oct 2006 - Feb 2010

   Increased customer satisfaction by training teams to handle inquiries effectively and implementing process improvement measures  Led, motivated, developed and inspired the teams to exceed all targets  Delivered world class service while adhering to regulatory and compliance procedures and standards  Used the banks Measureable Index Table as a constant tool to manage all activity, sales, ownership and quality  Ensured that all counsellors had an in-depth understanding of their… Show more  Increased customer satisfaction by training teams to handle inquiries effectively and implementing process improvement measures  Led, motivated, developed and inspired the teams to exceed all targets  Delivered world class service while adhering to regulatory and compliance procedures and standards  Used the banks Measureable Index Table as a constant tool to manage all activity, sales, ownership and quality  Ensured that all counsellors had an in-depth understanding of their own Measurable Index Table and how to drive their performance in the right direction daily  Provided one to one coaching sessions in order to develop individuals to achieve their full potential  Held sales briefings for large audiences on a weekly basis  Ensured required targets were achieved through effective and daily sales floor management  Encouraged adherence to the standards of ‘Selling Them Properly and Keeping Them Sold’  Deputised for Team Manager and liaised daily to ensure consistency across all teams  Trained four separate teams of twelve customer service representatives, to the number one spot within the centre

• Service and sales coach

  • Jan 2006 - Oct 2006

   Deputised effectively for Team Leader  Coached a portfolio of customer service representatives monthly, tracking performance and analysing trends  Top coach for own phone performance, delivering world class service and sales, exceeding target each month  Engage, motivated, and led team to historic successes  Deputised for other Team Leaders across the broader organisation

• Customer Service Representative

  • Oct 2005 - Jan 2006

   Achieved “top performer” status shortly after joining team  Exceeded sales and service targets month on month  Demonstrated a positive and passionate attitude  Communicated effectively, honestly and passionately with all customer interactions