Working within a project management team with responsibility for coordinating the London 2008 elections for the London Mayor and Assembly.
This role included project management, employee management, training, recruitment and coordinating staffing and resources in a high profile, time critical project.
During my time at Indra I focused on scenario, contingency and resource planning to maximise resource while ensuring that the election runs smoothly and within agreed parameters.

Working with a company providing Energy Performance Certificates to the residential market my role was to oversee the day to day management of the company, reporting directly to the Managing Director.
This role included management responsibility for over 40 employees, with a mix of administrative support, contact centre, and field operational roles. The staffing budget for which I have responsibility is over £1.1 Million per annum.
During my time at Energico I focused on implementing policies and procedures in an attempt to streamline and formalise business processes and functions.
I also had day to day management responsibility for contracts worth in excess of £10 Million per annum.
Some of the main skills that I utilised in this role were policies and procedure design, implementation and management; managing the full employee lifecycle from recruitment to redundancy; contact management; IT systems implementation; design and implementation of internal reporting mechanisms; performance management and cost-benefit analysis.

Working with a large housing association covering Southern England within a special project team whose remit is to restructure the business to enhance the level of customer service offered.
Due to the improvements that I made in this role I was able to ensure that the Customer Service Centre is able to provide a more effective, customer focused service, based on access to reliable data. This resulted in higher customer satisfaction, lower call durations and a higher proportion of calls being resolved at first point of contact.

Working within a specialist recruitment agency providing advice and support on implementing customer service and human resources policies and procedures to implement best practice, thus ensuring the continued success of the business.
Key tasks included personnel management, managing a team of six on an interim basis, relationship management, project management, analysis of existing policies and procedures and reporting on proposed improvements and resolving potential conflict situations.
Key projects within this role included implementing a new staff bonus and appraisal system, implementing a customer satisfaction survey strategy, matching job roles with current and future needs of the business and implementing accordingly

Key tasks within my supervisory role involved personnel management, coaching, training, resource scheduling and dealing with escalated complaints among others.
By ensuring that sufficient resource was available at all times, and suggesting changes to reporting, I was able to ensure that the abandon rate fell from 12% to under 5%, while maintaining customer satisfaction, thus ensuring that we met our Service Level Agreements.
Key tasks within my project management role included setting up project systems and processes, recruitment of staff and reporting.
An example of the project management work that I have been responsible for was a customer satisfaction survey. While managing a project team of three I was able to ensure that customer satisfaction rose from 76% in Quarter Two to 89% in Quarter Three, the highest ever for this particular client group.
Working towards quality targets, data entry, building and maintaining relationships with clients to ensure that their expectations regarding business support and advice are exceeded.
Key tasks within my account management role involved creating and managing a client management strategy along with an exit strategy for the project.