Experience

Primary Care Support England (PCSE)

• United Kingdom
• Hospitals and Health Care
• 1 - 100 Employee

• Data Manager

  • Apr 2020 - Present

  Responsible for creating & implementing the stock receipts process(SRP) to monitor the successful & accurate delivery of over 300 secure and non-secure supplies orders per month. • Analysing delivery documentation provided by third party stake holder & updating SR tracker daily. Enabling timely investigation of anomalies & evaluating impact to stakeholders using SSRS. When required negotiating replacements & reimbursement to cut unnecessary cost of reordering stock due to damages in transit .• Providing a detailed weekly report to third party stakeholder of all outstanding delivery documents. Agreeing POA for retrieval of missing documents to facilitate bridging data gaps, improving accuracy of the data captured. • Building rapport and providing support to all 20 third party stakeholder sites ensuring correct understanding of the process and resolving any stock related queries. • Accurately ordering stock for all 20 third party sites in line with product inventory & customer demand. Investigating delays & reporting findings as agreed.• Collaborated with subject matter expert on supplies and logistics to create a SOP for SRP for the use of future up skilling of team members to meet business needs.•Provided detailed 1-1 training to upskill colleagues to meet business needs. Show less

• Lead Data Manager

  • Sep 2019 - Mar 2020

  Responsible for the User Registration process for GP and Ophthalmic services. Successfully uploading over 14500 medical and non-medical performers with the correct the access for their roles.• Conducted a data cleanse in CRM & successfully merged over 300 performer records eliminating duplicates and incorrect data.• Provided accurate & concise progress update reports daily to Operational & Transformation Managers.• Created and maintained CSV files for User Reg data collection.• Communicating via phone & email with stakeholders to resolve user specific access code queries.• Analysing and Investigating data misalignments in reports against reference data provided by the client. Where required contacting stakeholders to provide telephone diagnosis of issues & clearly communicating a resolution.• Liaising with the Engagement and Communications Team to amend letter templates for each performer group to reflect the required format. • Liaising with the Communications and Engagement Team to provide written communication for data requirements from chain organisations & CCG’s to successfully complete the registration process. • Assisted BA with creating SOP for the user registration process. Show less

• Data Manager

  • Aug 2017 - Sep 2019

  Responsible for effectively carrying out GP, Dental and Ophthalmic practice mergers and closures on CRM. Proven strong communication & critical thinking skills to capture accurate merger and closure details & escalating any data misalignment to the relevant teams for investigation or where possible resolving the discrepancy autonomously.• Utilising my analytical skills to proactively identify and resolve data inaccuracies by validating information provided by internal and external stakeholders on NHSE approved sites, eliminating cause of delays to completion of practice changes. Organising & preparing practice mergers and closures for commencement dates & implementing changes to contracts in line with PCSE guide lines effectively.• Investigating unreported changes to organisations highlighted by third party stakeholder & processing changes to reflect findings in CRM. Ensuring deliveries of supplies and medical records are received at correct location to eliminate risk of data protection breaches.• Collecting data from internal and external stakeholders to ensure data on NHAIS, CRM, PCSE online portal is accurate & communicating any changes to third party stakeholder promptly.• Using my interpersonal skills to develop a strong rapport with internal and external service users to solidify the practice merges & closures process by working closely with the Performers List team to understand the process, timescales and workload involved before the request reaches me for implementation. Resulting in the process becoming more structured and successfully improving the communication and working relationship between teams involved in this process.• Supported the creation SOP for this process and carried out detailed 1-1 training to upskill colleagues as per business requirement. In addition to this I created a detailed step by step guide for this process to help with understanding how to address the complications which may arise along the way to completion. Show less

• Customer Service Advisor

  • Jan 2016 - Aug 2017

  • Dealing with customer queries on a day to basis & investigating complaints through to resolution.• Building strong customer relations focusing on delivering first-time resolutions.• Creating detailed customer cases on CRM capturing customer queries, concerns and feedback and allocating to the correct service lines to action.• Educating customers on new services and products & encouraging them to use these to help reduce call volumes. Using my strong interpersonal, and rapport-building skills to build trust with customers and help customers adapt to the service changes.• Providing stock and delivery insights to customers. Show less



ERUDIO STUDENT LOANS LIMITED

• United Kingdom
• Retail Office Equipment

• Collections Agent

  • Jan 2014 - Jan 2016

  • Identifying and dealing with vulnerable customers. • Negotiating and setting up payment plans tailored to individual circumstances to successfully help clear customer arrears. • Taking ownership of complaints and following them through to a successful resolution. • Processing and refunding payments. • Using the outbound dialler system to contact customers in arrears and discuss repayment options. •Using financial difficulties forms and deferment applications to identify vulnerable customers & provide support and guidance where possible. Show less



Internacional Retail LTD

• Business Consulting and Services

• Retail Supervisor/Acting Assistant Manager

  • Feb 2012 - Dec 2013

  • Responsible for managing employee performance and behaviours.• Encouraging & implementing a strong customer-focused environment.• Providing 1:1 & group training covering topics from customer service, health & safety, stock management, reporting theft prevention & till training etc.• Prioritising and managing workload effectively. Conducting daily team meetings, delegating and assigning daily tasks to ensure a productive day.• Responsible for store visual merchandise aligning with company VM guidelines. Where required reviewing store intake and strategically planning and implementing change to maximise revenue.• Assisting with organising and conducting store stock takes.• Resolving customer disputes and reaching healthy resolutions maintaining brand and customer relationships.• Documenting stock deliveries and reporting discrepancies to head office.• As the designated cashier for close of business, it was my responsibility to cash up all tills and correctly log and prepare the money for collection as well as investigate and report any cash discrepancies to the head of security.• Liaising with the regional manager on visits to discuss store performance, events, market trends and customer behaviours.• Coordinating and executing promotion launches. Monitoring uptake of promotions and reporting success/improvements to store manager.• Maintaining and creating store documents: stock, cash lifts, theft log, safety checks and EOD/WTD/MTD/YTD targets.• Assisting the store manager in recruitment decisions. Show less

• Retail Sales Assistant

  • Jun 2010 - Feb 2012

  • Using strong communication and interpersonal skills to provide a personalised customer shopping experience for new and existing customers.• Assisting with organising merchandise on the shop floor in line with company Visual Merchandising (VM) guidelines.• Working independently and as part of a team to deliver store KPI.• Replenishing stock & maintaining good housekeeping.• Proactively learned and shared product knowledge with customers to help maximise sales and build a strong, long-lasting brand and customer relationship.• Liaising with Internacional stores across the UK to help source products for customers, improving customer satisfaction. Show less