Sarah Brock

Experience

• 

  University of Glasgow

  Nov 2012 - Nov 2012

  Work Experience Placement

  • Work experience placement in the science labs of the University of Glasgow

• 

  Glasgow

  Jun 2013 - Aug 2018

  Childminder

  • Independently responsible for two children during school holidays and as required• Got the children up and ready in the morning and put them to bed at night• Played games, did activities, arranged outings, and provided a comfortable environment• Prepared meals, and maintained a clean and tidy house• Confidently took appropriate immediate action in difficult situations as required

• 

  Sainsbury's

  Oct 2017 - Jun 2018

  Online Shopper

  • Collected items from the shop floor for online grocery orders• Used a digital handset to assign items to specific orders and packed items appropriately• Used initiative to select appropriate substitutes for out of stock items• Worked accurately at a fast pace to ensure orders were ready in time to go out for delivery

• 

  University of Stirling

  Feb 2018 - Jun 2018

  Undergraduate Research Assistant

  • Assisted with a Psycholinguistics study • Recruited suitable participants, tested participants and collected data• Accurately conducted delicate data coding, and clearly reported the coded data

• 

  Sky

  Jun 2020 - Apr 2021

  • Handled incoming calls mainly from customers looking to cancel their Sky services• Performed customer retention including complaint handling, customer service and sales• Actively listened, skilfully questioned, built rapport, and problem solved to tailor solutions• Managed competing targets• Strictly followed legal compliance and data protection regulations • Additional volunteer role of NPS champion (NPS is a customer service survey sent after a call)• Worked as a team with other NPS champions and our own customer advisor teams• Identified and discussed trends in NPS responses• Identified areas of opportunity to further support and motivate our teams• Improved and maintained strong NPS scores as a result of excellent customer service

  • Customer Sales Advisor

    Jul 2019 - Apr 2021

  • NPS Champion

    Jun 2020 - Sept 2020
• 

  Medpace

  Apr 2021 - Aug 2021

  Clinical Data Coordinator

  • Managed data collection within Clinical Trials• Created and maintained data management documents and entry databases• Validated database design and edit checks through User Acceptance Testing• Cleaned data via edit checks, data reconciliation, and query management• Managed study user access• Generated metrics and data trends, and distributed them in routine reports• Contributed in both internal meetings and external sponsor meetings

• 

  NHS Golden Jubilee

  Nov 2022 - now

  Data Manager

  I am the Data Manager for Scotland’s Adult Congenital Cardiac Service (SACCS)• Co-ordinating, conducting and delivering data capture of SACCS data• Maintaining and updating a main departmental database• Collating data from various sources and validating its accuracy• Cleaning and coding data• Conducting audit activity, record keeping, and target tracking• Creating and distributing routine reports internally, externally, and nationally• Quality improvement activities• Research support • Working collaboratively with internal colleagues and external organisations• Prioritising and managing daily workload and ad hoc requests• Contributing towards continuous improvement of the service• Strictly adhering to data protection and confidentiality regulations Show less