Experience

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  Charterhouse europe

  Sept 2000 - Sept 2002

  Administration assistant

  Working within a small family run firm;Liaised with Customers regarding order status.Placed orders with suppliers.Managed stock levels.Assisted in stock audits.Completed secretarial duties including letter writing, note taking and diary-management.

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  Star service stations

  Sept 2002 - Mar 2007

  Assistant store manager

  Promoted from Sales Advisor to Assistant Store Manager and assigned extra managerial duties;Provided counter service to visiting Customers.Replenished and rotated stock within the store.Received deliveries of stock items.Placed stock orders using a handheld inventory scanner.Placed and received fuel orders in line with the Competent Persons Certificate.Entered invoices and delivery notifications into the computer record system.Maintained the appearance and housekeeping of the store. Show less

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  Carphone warehouse

  Mar 2007 - Jan 2013

  Based within the Business Operations team, reporting to the head of Operational Excellence as part of the team that won 1st place in the Global Gartner awards for Leveraging BPM Technology;Created and maintained multi area business process documentation to a high standard in order to achieve Standard Operating Procedures.Managed and administered the business process repository of over 15,000 documents.Liaised and consulted with subject matter experts across various business areas and levels of seniority to determine requirements and content on new and existing procedures.Gained complete process sign off and approval from key business stake holders and subject matter experts.Supported the identification of process improvement opportunities using Lean Six Sigma principals and methodologies and assisted cost reduction and process capability improvement; most recently supporting £5.6 million of savings to the business.Reached business critical time targets and implementation dates.Provided Industrial Engineering methods study analysis including Predetermined Administrative Data Systems (PADS) and Methods Time Measurement - Universal Analysing Systems (MTM - UAS)Created and installed a labour standards database to enable simple and effective coding of processes.Delivered presentations to the wider business on new process platform launch dates.Provided planning support and work distribution to the rest of the internal team while maintaining accurate records of all works undertaken. Show less Following redundancy of previous Senior Advisor role - located within a newly created 2nd line Customer complaints and Sales Support department;Resolved and recorded escalated Customer complaints received via store, telephone or email.Provided first time fix for Customer complaints and restored lost faith in the business.Ensured Customers were kept up to date of on-going existing complaints.Problem solved issues, provided Customer service support and in depth procedural and process advice for retail colleaguesAchieved timescales and exceeded the goals set internally and by the Customer.Following validation criteria, provided authorisation to junior business colleagues.Liaised with internal departments regarding system setup issues.Updated the team with their performance statistics and highlighted areas of improvement.During this role I was given the extra responsibility of co-managing advisor-created correspondence received by Customers which included additional duties of:- Ensuring all advisors work was grammatically correct and to the standards set by the company.- Providing coaching and feedback to advisors and Team Managers regarding advisors work while highlighting possible areas of improvement.- Matching advisors abilities to Customer correspondence.- Ensuring correct routing and distribution of received Customer correspondence.- Maintaining the efficient running, workflow and piece-queuing on the management system.- Ensuring all correspondence received was resolved within the agreed timescale. Show less Working with a designated Customer Support Team Manager, assigned set management and seniority duties;Resolved routine and complex Customer queries received via calls, emails and letters.Resolved escalated Customer complaints first time.Provided technical procedural process and Customer care advice to retail stores.Liaised with internal departs regarding system setup issues.As the team Senior Advisor - Provided one to one coaching and guidance to fellow advisors.Managed the team in lieu of the Team Manager.Kept the team up to date with their performance statics and highlighting areas of improvement. Show less

  • Business Process Engineer / Industrial Engineer

    Apr 2010 - Jan 2013

  • Fanatical Support Advisor

    Oct 2008 - Apr 2010

  • Customer, Retail and Sales Support Senior Advisor

    Mar 2007 - Oct 2008
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  Castle financial & mortgage services

  Feb 2013 - now

  Personal assistant to the principal / office manager

  Working with the Principal Financial Adviser, maintaining the day to day smooth-running of the office, while also providing all administrative and process management to the business;Completing all aspects of Reception, Customer Service, After-Sales and Administration duties within the firm including handling all telephone calls, letter and email communications, while providing excellent levels of face to face service and assistance to those Customer that visit the office.Writing and issuing all dictated and self-authored correspondence, including Suitability Reports, to Clients, Mortgage Lenders, and Protection Providers.Creating and maintaining paper and computerised client and company records.Diary management and schedule planning for the Principal.Being first point of contact and resolution for any complaints received by the business.Submitting online and paper based proposals to Protection Providers and Mortgage Lenders.Liaising with Protection Providers and Mortgage Lenders on the current progress of applications including completion dates, Protection Terms and Commission payments.Providing IT hardware and software support to the office.Ensuring that Compliance and Data Protection Regulations are adhered to. Ordering and maintaining office consumables and utilities contracts.Completing general Housekeeping duties such as providing refreshments to visitors and ensuring the office, including personal work area, is kept clean and tidy. Show less