Not specified - Acacium Group
(2024-01)
- Manage all telephone and online queries raised by workers such as customer preferences, pay queries, annual leave, compliance, system changes, hourly rates; ensuring all are handled in a supportive manner to encourage a continued effective working relationship with candidates.
- Managing the customer support systems, ensuring appropriate resolution of incoming queries and all activity tracked in the correct manner.
- Scheduling Rota for Doctors, Nurses and Care Workers.
- Working with the wider Shared Service centre to support the continuous improvement and development of the Bookings function, in order to meet client, business and regulatory requirements.
Junior Business Analyst - GREENCORE - Northampton
(2023-02 - 2023-09)
- Documenting business and system requirements, ensuring they are in line with strategic principles.
- Reviewing business objectives, strategy, and requirements, conducting feasibility studies and producing business models to implement solutions.
- Building and managing relationships with key Business Stakeholders, Solution Owners, Backlog Owners, scrum teams, User Experience leads and other stakeholders.
- Working with both internal and third-party senior stakeholders to understand process and business drivers through workshop facilitation, brainstorming to map out (BPMN/Visio) As-Is state, capturing gaps using Gap Analysis to inform the To-Be business processes and validating key assumptions.
- Liaising with PMO to capture and log project Risks and Issues, taking part in RAID log reviewing meetings to mitigate, resolve and close Risks/Issues
- Coordinating System and UAT testing defining UAT and functional Plans/Scripts, supporting test execution and defect management from recognition to closure feeding back test matrix to BA lead for onward forwarding to senior management.
- Maintaining project governance by ensuring the correct process, content and repository are adhered to by all in the project.
- Providing business analysis services to support the organisation during the full lifecycle of any Change Initiative by working with the BAU team to scope and manage small to medium changes.
- Collaborating with the Business and Transformation Delivery teams where appropriate to effectively scope, design and implement strategic and tactical business change.
- Managing small IT requests relating to IT Demand/Change, documenting Project Initiation documents, and Presenting project estimates to Decision Making Authorities.
- Defining, Planning and Tracking project progress, monitoring deliverables, costs, timing and change requests on various work streams, monitoring KPIs and reporting corrective actions.
- Mining and circulating MI reports to BA lead for digestion by management.
Import Broker - TNT/FEDEX
(2020-10 - 2022-11)
- Dealing with customer queries relating to imports of goods from EU and rest of the world
- Knowledge of customs processes
- Amending customer invoices
- Inform importers and exporters of steps to reduce duties and taxes.
- Stay abreast of changes in import or export laws or regulations by reading current literature.
- Prepare and process import and export documentation according to customs regulations, laws or procedures.
- Calculate duty and tariff payments owed on shipments.
- Classify goods according to tariff coding system.
- Pay, or arrange for payment of, taxes and duties on shipments.
Project Coordinator - Open University
(2020-02 - 2020-09)
- Sets up project files and compiling and distributing reports to the project management team and stakeholders.
- Provide administrative services to project/programme governance groups, project assurance teams and quality review meetings.
- Support the programme team with procedures, processes, tools and techniques, implementing changes to processes where required.
- Maintain programme and project reports from supplied actual forecast data.
- Manage documents and logs on SharePoint.
- Produce and implement dashboards and support its RAG status maintenance.
- Track and progress action items to ensure project success.
- Monitor resource tracking and scheduling for the project delivery.
- Support the programme team with administration and ad-hoc duties where required.
- Proactively set-up and support workshops and meetings across the programme team.
Service Coordinator - Daisy IT
(2017-11 - 2019-01)
- Coordinated and maintained project plan to ensure plan stayed within time constraints.
- Acted as the first port of call from Engineers and clients on health and safety related queries on the project and cascade to the relevant department for a prompt response and resolution.
- Set up meetings with internal and external stakeholders and arranged catering, travel and accommodation for internal and external stakeholders.
- Provided day to day administrative support to the service management team.
- Coordinated and provided administrative and secretariat support in service delivery and review meetings and report accordingly.
- Liaised on behalf of department colleagues, with internal and external stakeholders.
- Supported maintenance and updating of external partner details using a range of different IT applications.
- Supported the distribution of confidential reports to external stakeholders, and liaising with colleagues to ensure accuracy of content.
- Undertook any other duties reasonably required as within the nature of the duties and responsibilities of the role.
Shipping Services Project Coordinator - Glotech Marine Ltd
(2015-08 - 2017-10)
- Compiled service portfolios and ensured compliance to Maritimes regulations.
- Monitored project progress against objectives and resources and updated the project management team as required.
- Ensured projects adhered to contractual frameworks and documentations aligned appropriately to each project.
- Coordinated and support project management meetings.
- Prepared quarterly management report for service review meetings.
- Progressed actions from management meetings as required.
- Supported the distribution of confidential reports to external stakeholders.
- Responsible for maintaining incidents and inspection records.
- Undertook ad hoc service tasks as required.
Field Safety Adviser - National Grid - Northampton
(2007-09 - 2015-07)
- Proactively promoted health and safety culture in field services to continually improve safety at work.
- Actively engaged with contractors and National Grid field employees to ensure they understand and comply with National Grid Health and safety policies, procedures, incident reporting and investigations.
- Focal point of contact for all field related health and safety queries.
- Responded to staff health and safety matters in a prompt and confidential manner.
- Carried out routine facilities checks and followed up on any required maintenance or repair work.
- Facilitated pre-work planning, risk assessment and 'Authorisation to Proceed' (ATP's).
- Support toolbox talk and other safety meetings with Engineers.
- Provided secretarial support including minute taking, report writing and communicated effectively to all relevant departments.
- Coordinated relevant health and safety training courses for staff as required.
- Promptly Informed National Grid management of any field-based Health and Safety incidents.
Customer Service team leader - Wickes - Northampton
(2005-11 - 2007-09)
- Maintained the Management Information (MI) spreadsheet, keeping it regularly updated with all quotations and completed orders.
- Processed sales order and billing information in SAP.
- Carried out customer service quality checks focusing on staff call quality, provided constructive feedback and progressed development needs where required.
- Ensure clients complaints and queries were investigated and dealt with thoroughly and promptly.
- Responsible for planning my team's Workload and scheduling ensuring appropriate allocation of skills and absence cover.
- General management of staff's wellbeing, holidays, performance and development.
Platform Safety and Control Room Assistant - Thameslink Rail Ltd - London
(2001-03 - 2005-10)
- Responsible for assessing train release safety and prompt dispatching from the platform.
- Guided and advised customers in the event of platform alterations, delays and short notice cancellations.
- Assisted special needs customers to ensure safe train boarding and off boarding.
- Worked in collaboration with the British Transport Police to ensure customer and platform safety was maintained through security presence on strategic areas in the station and promptly reporting any suspicious item or behaviour.
- Relentless vigilance within the station looking for regular contact with the customer to give advice and assistant as necessary and ensure safety.
- Provided proactive customer support.
- Reported any defects, safety hazards and potentially dangerous situations to the station supervisor.
- Carried out inspections at prescribed intervals as instructed by the supervisor.
Health and Safety Adviser - ExxonMobil - Douala
(1997-07 - 2001-01)
- Monitored the compliance to the health and safety policy and procedures by all staff.
- Coordinated offshore trips and ensured all offshore workers were equipped with the correct Personal Protective Equipment (PPE).
- Managed incident reports and safety measures.
- Carried out fire alarm drill on a weekly basis and checks on the defibrillators, fire extinguishers, safety exits, safety signs and updated records accordingly.
- Managed and updated record of all first aiders and first aid training.
