Experience

TMC

• Spain
• Hospitals and Health Care
• 100 - 200 Employee

• Medical Liaison Administrator

  • Jun 2022 - Present



Equiniti Hazell Carr

• Reading, England, United Kingdom

• Customer Service Representative (contracted to a pensions provider)

  • Aug 2021 - Apr 2022

  In my current role, I liaise with customers on a daily basis to answer queries and resolve escalated items in a multi-channel environment. I facilitate ongoing back-office administration and contact centre operations. Highlights to date include: Utilised outstanding communication skills to manage and resolve customer issues. Tracked individual and team performance against KPIs and continually enhanced productivity. Made critical decisions using risk management acumen to enable strong customer outcomes. Rationalised costs and reduced waste by designing and implementing efficient systems and processes. Discharged all responsibilities in line with regulatory compliance standards and corporate policies covering areas such as Data protection, Information Security, and Anti-Financial Crime. Show less



Huntswood Recruitment

• Reading, UK

• Complaint Case Manager (contracted to a utility company)

  • Nov 2020 - Apr 2021

  In this role, I oversaw a portfolio of complex billing complaints involving detailed investigations and analysis of key data. I worked with cross-functional colleagues and customers to arrive at a satisfactory resolution of disputes. Contributions included: Delivered exceptional customer service when dealing with escalated items and implemented best practice principles to drive customer retention in a highly competitive space. Tracked progress through all phases of the complaints process, identified opportunities for improvement, and communicated with executives to provide status updates as part of the strategic planning cycle. Contacted customers via their preferred method (telephone or email) and gathered necessary data in accordance with compliance guidelines. Conducted ongoing investigations and used discretion in resolving a wide variety of cases. Show less



University of Reading

• United Kingdom
• Higher Education
• 700 & Above Employee

• Senior Programme Administrator

  • Oct 2016 - Sep 2020

  I led all aspects of programme delivery for the School of Archaeology, Geography, and Environmental Science including team management, administration, teaching/learning support, and performance evaluation. I was made redundant from this role in September 2020. Some achievements included: Played a major role in the end-to-end programme administration and delivery lifecycle in consultation with cross-functional teams and Programme Managers leading to an outstanding student experience. Handled student data in line with policies and procedures from enrolment information to exam results. Spearheaded all team activities including annual leave, sick leave, and performance reviews. Promoted a culture of continuous improvement and professional development throughout the team. Established KPIs and tracked individual/group metrics to attain the highest standards of excellence. Designed and implemented innovative processes and frameworks to drive productivity and consistency such as the rollout of an Excel-based system to monitor student attendance across various departments. Show less



Thames Water

• United Kingdom
• Utilities
• 700 & Above Employee

• Team Manager

  • Jan 2016 - Sep 2016

  I provided leadership and management oversight for the Customer Side Leakage, Technical Response Team, and Customer Assurance South London Team with responsibility for day-to-day activities, employee performance, customer service, and strategic planning. I was made redundant from this role in September 2016. Achievements included: Led a team of up to 25 FTEs with responsibility for delivering an exceptional end-to-end customer journey. Allocated resources, tracked performance metrics, and maintained a strict operating schedule. Sourced opportunities for expansion, revenue growth, and efficiency gains. Resolved disputes, managed disciplinary actions, and administered holiday/sickness leave. Successfully increased team on-call availability rate from 55% to 81% within two months. Handled customer complaints and issues utilising interpersonal awareness and empathy. Conceptualised and rolled out custom training plans for each staff member. Show less



Global Service Group Ltd

• United Kingdom
• Transportation, Logistics, Supply Chain and Storage
• 1 - 100 Employee

• Transport & Operations Manager

  • Mar 2015 - Oct 2015

  I headed up a team of 15 for this global parcel courier operation. I analysed data, reviewed performance, and ensured adherence to SLAs and turnaround times. I was made redundant from this role in October 2015. Highlights included: Hired, trained, and mentored staff members while promoting a culture of collaboration and achievement. Trusted with critical operational and strategic aspects of the business such as fleet management. Prepared and presented progress reports to senior leaders using data analysis and MS Excel skills. Ensured adequate staffing levels were maintained by forecasting demand up to four weeks in advance. Fostered strong customer relationships and attended site meetings to gather feedback and resolve issues. Introduced efficient processes and procedures to maximise output and secure revenue growth. Tracked and monitored operating costs against the budget. Increased net profit on target from 9% to 14% within an eight-month period. Maintained a top 4 league position for Global Service Group among outside service providers for UPS. Show less