Personal Assistant

• May 2022 - Present

PA at Robore

• May 2022 - Present

Guest Experience Manager

• Nov 2018 - May 2022

• Leadership, mentoring and management of the Guest Host Team, delivering services aligned to our vision and values always exceeding our customers’ expectations and ensuring the team member present themselves, always adhering to guidelines.• Coordinate and monitor third party training and development of our management and contract teams.• Manage Receptionist/PA, overseeing efficient diary management, meeting coordination and reception services.• Analise statistics or other data to determine the levels of customer service the Bentall Centre is providing• To exceed customer’s expectations, oversee all guest service interactions, customer complaints to convert into a positive experience.• Build relationships with all customers (Retailers, Restaurants, hotels, contractors, stakeholders etc).• Training for all staff to keep standards high and to empower with the right tools.• Involvement with staff recruitment, inductions and appraisals.• Oversee all guest service interactions whether communication is with customers by telephone, email, letter, face- to-face or through our social media channels.• Build positive relationships with Retailers, Restaurants, Cinema, Hotels and local business so as the Bentall Centre can maintain the ‘inside track’ offering heightened customer experience, beyond their expectations.• Oversee customer complaints, going above and beyond to convert into a positive experience. Decipher a proactive approach to pre-empting complaints and addressing these before they happen.• Improving customer service procedures, polices and standards for the entire team including involvement with other Managers to get overall input.

PA

• Jun 2016 - Nov 2018

• Maintain a customer facing approach to all enquiries at the Centre Management office, responding in a professional manner to all interactions with clients, visitors, team members and customers. • Support the Centre Director and Assistant Director with diary management, meeting coordination, presentation preparation, booking travel/hotels/restaurants and various projects.• Liaise directly with the Centre Director on all relevant centre related matters concerning tenants, visitors and potential clients who either telephone or come to the management suite.• Organising social outings/expenses/petty cash and annual leave.• Support the Retail Liaison Manager with the collation and distribution of retails sales performance reports.• Manage the ‘Contact Us’ inbox ensuring that all customer queries are responded to within a suitable time frame and that queries via all channels are responded to and tracked.• Answering the telephone and professionally dealing with queries from external agencies, tenants, contractors and members of the public.• Oversee the management of IT contract support, ensuring hardware and systems are maintained and fully operational. • Manage the administration of the central drive and folder management including permissions and access.• Administration including photocopying, filing requirements and post distribution for the management team. • Timely distribution of memos to tenants, security, maintenance, cleaning and control teams as required.• General housekeeping and maintenance (e.g. ordering stationery and purchasing sundry items.)• Organise both internal and external bookings for the two conference rooms and training room, providing refreshments as appropriate.• Ensure that all evacuation boxes and listings are updated in a timely manner.• Update Emergency Preparedness documents, ensuring all document amends are tracked. • Reconcile any monies received for conference room bookings, sale and tenants photocopying.

Senior Administrator

• Feb 2009 - Dec 2015

•Delegated operational management of a highly sensitive gynaecological pre-assessment service. Redesigned patient records management and administrative systems to enable a more streamlined patient pathway resulting in improved patient safety and high levels of patient satisfaction. Effective liaison with all key stakeholders including hospital partners, the voluntary sector and general practice. • Senior administrator for Contraception and Sexual Health (CASH) Services with responsibility for eight community sites across 3 boroughs including line management of senior clerical staff, positive reporting for payroll, sickness management, rostering of clinical and non-clinical staff, resource management, and oversight of safe management of prescription-only medicines (POMs). • Lead responsibility for the successfully implementation of the telephone system for centralised appointment booking. This included individual clinic schedule and template design, system modification, liaison with suppliers and staff coaching and training. Achieved increased access for service users. • As part of service redesign team, led on relocation of clinical services including opening new sites and decommissioning of some services across wide geographical area. This included safe management/transportation of clinical records in line with confidentiality and information governance requirements, safe management of POMs, equipment procurement, close liaison with IT and other support services, liaison with all stake holders and working with colleagues in Communications (COMM’s) and others to develop and implement a COMM’s strategy for service users and other stakeholders. • Administration Lead for the successful implementation of sexual health (STI) testing across eight community-based clinic sites including developing systems and protocols for safe specimen management, robust systems of record keeping and staff training and support.