Experience

• 

  Department for work and pensions

  Jan 2007 - Dec 2012

  Administrative assistant

  • Assisted the team in achieving a local turnaround target of 15 working days for forwarding letters on behalf of pension and insurance companies, maintaining a throughput of 26 pieces of work per hour with a minimum accuracy rate of 95%. • Performed VAT receipt reconciliations on a rota basis, cross-checking RM printouts and recording all information accurately in Microsoft Excel, ensuring all work adhered to relevant criteria. • Actively contributed to promoting diversity and equality principles, ensuring alignment with best practices and frameworks such as Investors in People (IiP) and European Foundation for Quality Management (EFQM) to deliver excellent customer service and uphold high standards in Human Resource Management. • Shared best practices with colleagues to identify process improvements and contributed to team objectives by supporting and implementing change initiatives. • Conducted monthly quality checks on team members’ work, ensuring adherence to SEF (Tracing system) policies and departmental security standards. Analysed results, provided remedial training or advice as needed, and escalated issues to managers when necessary. • Delivered excellent customer service by handling incoming customer queries professionally, offering clear guidance while adhering to current working policies and procedures. Show less

• 

  Johnston press

  Jul 2011 - Jul 2011

  Work experience

  2 weeks work experience as a news journalist. Sourcing and writing up news stories to set deadlines whilst carrying out multiple interviews and phonecalls.

• 

  Lexiauk

  Dec 2012 - May 2017

  Project coordinator

  At LexiaUK, I leveraged my extensive project coordination experience, strong collaboration skills, and proficiency in systems like CRM and Excel to ensure the seamless execution and delivery of complex projects.I Led the successful Core5 Migration project, migrating over 2,500 customers using Prince2 methodologies. I contributed to organisational success by optimising processes, enhancing cross-departmental collaboration, and consistently delivering exceptional results on time and within scope to exceed KPIs.Key responsibilities:- Collaboration and Process Improvement- Account and Stakeholder Management- Communication and Engagement- Issue Resolution and Escalation- Data Management and Reporting- Process Tracking, Workflow Execution and Progress Reporting Show less

• 

  Reading solutions uk

  May 2017 - Feb 2025

  Instrumental in driving organisational growth and operational efficiency, culminating in my promotion to Operations Director in 2021. Contributed to expanding the customer base from 200 to 1,600 and increasing revenue turnover from under £1 million to £5 million.Key achievements include leading three CRM migrations to unified platforms integrating task management, sales, marketing, helpdesk, and analytics, driving operational efficiencies and supporting business growth. My team was shortlisted for the BESA Team of the Year Awards in 2023. Played a critical role in implementing risk management, business continuity, and change management procedures, ensuring resilience during transitions.Enhanced IT infrastructure and security by implementing firewalls, VPNs, and multi-factor authentication. Introduced tools like 1Password, Monday.com, and SharePoint to improve password security, project management, and remote working capabilities.Established the company’s first customer support team, implementing a helpdesk system that boosted customer satisfaction and provided actionable insights. Consistently exceeded SLA targets and achieved high CSAT and NPS scores by streamlining processes and delivering exceptional service.Ensured GDPR and cybersecurity compliance by working with legal experts, enforcing data protection policies, and strengthening security protocols to safeguard the organisation and its customers. Show less Responsible for ensuring the company operates at peak efficiency, delivering a seamless and effective service that consistently meets the expectations and needs of our customers and clients.This involved:Managing daily operations to maintain smooth and efficient workflows.Analysing statistics and generating detailed reports to monitor performance and identify areas for improvement.Supporting and guiding staff as needed to foster a collaborative and productive work environment.Developing and implementing improvement strategies where necessary to enhance overall performance.In addition to these responsibilities, I actively collaborated with team members across departments, including managers from different areas, to make strategic decisions that drove the company forward.Through detailed analysis, I produced Management Information (MI) reports and an evaluation list to provide staff and senior management with a comprehensive understanding of company performance. These insights enabled informed decisions and facilitated timely interventions to optimise outcomes. Show less

  • Operations Director

    Nov 2021 - Feb 2025

  • Operations Manager

    May 2017 - Nov 2021