Experience

NEL

• United Kingdom
• Hospitals and Health Care
• 200 - 300 Employee

• IT Training Manager

  • Dec 2016 - Present

  Health & Justice Training Manager Health & Justice Training Manager



CSC

• United States
• Information Technology & Services
• 700 & Above Employee

• Lorenzo Implementation Specialist

  • Aug 2016 - Dec 2016



NEL

• United Kingdom
• Hospitals and Health Care
• 200 - 300 Employee

• SystmOne Prison Trainer

  • Dec 2015 - Jul 2016

  E-prescribing specialist E-prescribing specialist



Accenture

• Ireland
• Business Consulting and Services
• 700 & Above Employee

• Product Specialist

  • Apr 2014 - Dec 2015

  Working as a Business Analyst in the TPP SystmOne UK Health Team, predominantly responsible for: - Business change - System configuration - User Acceptance Testing (UAT) - SystmOne functionality demo's - Project support throughout the full project cycle, including Go Live's, floorwalking and lessons learned Delivery and support across a variety of Accenture SystmOne projects: - Community Hospital (CoHo), Derbyshire - Mental Health, Northampton - Community, Hounslow & Richmond - CoHo, Southampton & Portsmouth - Minor Injuries Unit (MIU), Crawley - CoHo, Crawley - CoHo, Swindon - Community, Central London



Commelius Solutions

• United Kingdom
• E-Learning Providers
• 1 - 100 Employee

• IT Trainer, Training Project Lead

  • Feb 2009 - Apr 2014

  Working at CSC in Leeds on the NHS Healthcare Delivery account as a SystmOne specialist. Key Highlights: • Revised and implemented the NHS Training Evaluation process in Jan 2012 and commenced a 3 month pilot until April 2012. Approved by the NHS ETD Leads June 2012. • Building and maintaining strong relationships with TPP, NHS & Connecting for Health and internally with our business change, clinical, test and design teams. • Working with CSC NHS Primary Care Service Desk in Chesterfield to review and improve call handling; call lengths, first time fix, escalation process, customer service, coaching, training, mentoring. • Go Live Support; SystmOne GP & Community. Examples; Sandwell & Dudley and Solihull PCT. SystmOne Palliative Care for South Birmingham PCT. • GP & Prison rollout programmes, end user training, engaging with Business Change, attending workshops to agree processes and procedures, current state and future state maps. Bespoke design of Prison end user training. Examples; HMP Albany, Camphill and Parkhurst on the Isle of White and HMP Send in Surrey. • Accredited SystmOne Trainer for Core, GP, Community, Prison, Palliative, Out of Hours and Minor Injuries. Super User accreditation for; Community, Palliative, Prison and Minor Injuries Unit. • Release 4.01; Writing training material and delivering Train the Trainer sessions for PDS, SCR, CAB & ETP. • Release 5.01; Training Lead for R5 functionality. Writing material, providing training, internal client engagement. Roll-out of R5 Mobile Working Palliative Care, Minor Injuries Units, GP Disparate, Subject Access Request and Commissioning Data Set to a number of Primary Care Trusts leading with First of Type for these products. • Release 6.01; Training Lead for GP2GP. Liaising with CfH to establish First of Type Pilot Sites, internal client engagement, meeting project targets, writing the training strategy. Creating training materials, EUT delivery, Go Live support. TTT sessions for wider deployment.



Doctorcall

• United Kingdom
• Medical Practices
• 1 - 100 Employee

• Account Manager

  • Jul 2007 - Feb 2009

  An experienced account manager working at a private medical practice, responsible for client accounts and sales across two clinics; St Anne’s Square Manchester and Harley Street London. My duties included: • Induction training of new staff, including clinical systems training on Emis and MidexPro. Call monitoring, coaching and feedback. • Liaising with a broad team of experienced health professionals working in the fields of conventional, complementary and talking therapies. • Working closely with the clients, occupational health nurse specialist, doctors and senior managers. Handling enquiries, providing solutions. • Creating new initiatives to enhance the growth and productivity of the clinic and to enhance sales of occupational health services. Contacting new businesses and giving them an insight into Doctorcall and the occupational health department. • Liaising with the occupational health nurse when tendering for business, writing letters, reports and quotes. • Sourcing of new doctors and clinics to extend the national Doctorcall network. • Monitoring occupational health usage against contractual agreements, producing invoices and reports. • Reviews of client accounts. Driving sales to maximise new and existing accounts. • Allocating work to team members. • Processing pre-employment medical questionnaires and long-term sickness reviews in liaison with corporate clients and HR departments • Obtaining medical reports from GP’s and specialist at the request of corporate clients and HR departments, having received the necessary medical consent from patients, ensuring the content of the report was accurate and met the requirements of the clients • Organise external referrals arising from clinic visits, such as work-station assessments & Employee Assistance Programme’s (EAP) • Co-ordinating the annual flu campaign for major supermarkets and large clients; Boots, Next. Arranging vaccines, sending out flu packs, booking nurses and scheduling appointments



Capita

• United Kingdom
• IT Services and IT Consulting
• 700 & Above Employee

• Regional Training & Development

  • May 2005 - Mar 2006

  In my role as a Regional Training & Development officer my duties included: • Co-ordination, design and delivery of soft skills training programmes within the Capita training portfolio, such as: Capita & You, Talented Telephone Techniques, Call Coaching & Feedback, Winning Presentations, Passion for Customers, Step Up To Management, and Recruitment Through Competence. • Training delivery to a variety of staff from claims handlers, service advisors, administrators and managers, all working on various business accounts under the Capita brand. • Managing workload around the scheduling and delivery of training courses across a number of locations. Preparation of all materials i.e. printing workbooks, handouts and collating feedback. • Delivery of laptop systems training to all new members of staff issued with laptop equipment. • The roll out of a customer care programme ‘Passion for Customers’ to three business areas and delivery of a 9 module management development programme. • Ad-hoc project work: Design of a bespoke ‘Problem Solving’ workshop for a communication forum group. Re-design of the 2006 training portfolio. • Design and implementation of an annual training plan for three business areas • Producing reports for business areas to evaluate all training activity under taken.



Fujitsu

• Manchester, United Kingdom

• Regional Trainer for the North

  • Jul 2000 - May 2005

  Worked for the Training & Development team as regional soft skills trainer responsible for all helpdesk staff in the north. Key Highlights: • Co-ordination, design and delivery of various soft skills training courses and workshops such as; Fujitsu Induction, Telephone Communications, Written Communications, Advanced Communications, Presentation Skills, Train The Trainer, Call Coaching, Interview & Selection, Making Meetings Work and Assessor Skills. • Managing and assessing staff progression via Assessment & Development Centres, to enable career movement within technical, supervisory and management roles. • Managing performance via one 2 one coaching and feedback sessions, including call monitoring of helpdesk agents, using voice recording software. Co-ordinating a team of Virtual Trainers offering them motivation and support through an accreditation and assessment process, ensuring in depth verbal and written feedback was provided. • Attendance of a monthly Capability Forum meeting, to communicate development needs and build a strong working relationship with the senior management team, agreeing key deliverables and ensuring targets were met. • Recording and maintaining training attendance, course bookings, room bookings and feedback via a training database. • Research and observation sessions to update and produce new training material in line with business objectives and company growth. • Ad-hoc project work: Re-design and co-ordination for the roll out of customer services career development folders to all government contracts in the north. Assisted with planning and training for ‘Job Centre Plus’ initiative to integrate long term un-employed staff into Fujitsu. • Interacting with people at all levels, from the UK Director for customer services down to front line call centre agents, including the central government stream manager, operation managers, team managers and supervisors.