Lea Franc

Hard worker, dependable, motivated, flexible individual with great leadership skills, organised, enthusiastic, and thorough. Creative person with a passion for food and cooking. With five years of experience in customer service, retail services, and volunteer opportunities, skilled in handling customers, understanding customer needs, and product knowledge.

Accomplished in food safety, information technology, first aid, and customer support. Able to understand individuals and provide non-judgmental support through building trust and respect.

Administration Co-Ordinator (ENT Otology) at NHS-London (2024-11 – Present)

• Managing ENT waiting lists and booking Otology outpatient clinics
• Contacting patients and liaising with GPs, Otology doctors
• Booking Local Anaesthesia surgeries and post-op appointments
• Booking adult/paediatrics otology outpatient clinic bookings
• Managing clinics and creating clinic blocks for doctor sickness, annual leave or strikes
• Phone support for Band 5 Coordinator
• Booking patients from the Patient Tracking list (PTL)
• Data Quality validation in patient pathways
• Clearing patient queries and letter queries with clinical outcomes
• Actioning patient emails in shared inbox and personal inbox
• Uploading patient referrals from other trusts and managing referral letters on patient media manager
• Covering rhinology department duties for nose-related cases

Administration Co-Ordinator (Urology) at NHS-London (2023-01 – 2024-11)

• Managing flexible cystoscopy waiting lists and booking
• One stop Haematuria clinics booking
• Contacting patients and liaising with GPs and E-RS
• Superficial bladder cancer/renal clinic bookings
• IVC bookings and outpatient bookings for Benign Prostate and SBC clinics
• Phone support for Band 5 Coordinator
• Ownership of flexi clinic rotas
• Ownership and review of PTL for the 6ww Diagnostic Target
• Superficial Bladder Cancer clinics management
• Responsible for administrative work within the designated specialty
• Receiving and registering referrals on hospital information systems
• Booking and rescheduling appointments and diagnostics
• Proactively monitoring patient pathways
• Identifying potential delays or issues and taking preventative steps
• Participating in PTL meetings
• Preparing information for MDT meetings
• Ensuring adequate preparation for clinics or admissions
• Procuring items for patient admissions and contacting theatres

Outpatient clinic Co-Ordinator at NHS – London (2019-12 – 2022-12)

• Providing effective clinic management and reducing over-booking
• Helping to ensure a positive experience for patients
• Providing professional, comprehensive, and efficient reception and administration service
• Promoting a positive image through excellent customer service
• Demonstrating commitment to putting patient care first
• Ensuring high standards of data entry and quality in paper and electronic record-keeping
• Ensuring adherence to Trust's Access Policy
• Working as part of large administrative team and providing cross-cover
• Actively reducing hospital appointments not attended by confirming follow-up appointments with patients

Retail Assistant at Iceland Food LTD (2019-04 – 2019-12)

• Serving customers
• Unloading deliveries
• Stacking shelves and replenishing stock
• Answering customer queries
• Advising customers
• Making sure everything is clean and tidy
• Ordering stock
• Dealing with refunds
• Handling complaints
• Recommending products
• Assisting customers with queries

Customer Service Assistant at Picture House Central (2018-11 – 2020-04)

• Assisting in running cinema screenings including selling refreshments
• Working on Box Office
• Ushering and cleaning
• Accounting for till takings
• Carrying out tasks assigned by the Duty Manager
• Ensuring cinema is set up on time
• Carrying out necessary cleaning and tidying after programme
• Offering high level of customer service
• Liaising efficiently with volunteers
• Carrying out other duties in effective running of the cinema

Customer Service Assistant at Morrison's (2013-01 – 2015-12)

• Handling transactions and operating cash register on regular basis
• Scanning items and ringing up sales
• Collecting cash, checks, or credit cards
• Giving back change and receipts
• Verifying identity of customers paying with credit cards
• Confirming age of individuals purchasing restricted items such as alcohol, DVDs/Games, cleaning products and tobacco
• Counting cash drawer before and after shifts to ensure all sales are accounted for

Bakery Assistant at Morrison's (2015-01 – 2016-12)

• Baking variety of specialised breads and pastries and Danishes
• Reducing prices for discounts on products when needed using pricing device
• Maintaining high level of customer service
• Preparing paperwork for production activity plans within department
• Controlling stock and hitting sales targets
• Cleaning and maintaining high standards of hygiene

MSc in Economic Policy Analysis – University of Westminster (2020-01 – 2021-12)

BSc (Hons) in Economics – University of East London (2016-01 – 2019-12)

BTEC National Diploma in Business in Business – Lewisham College (2009-01 – 2009-12)

Key Skills in Application of Numbers (Level 2) – Lewisham College (2008-01 – 2008-12)

Key Skills in Information Communication Technology Edexcel (Level 2) – Lewisham College (2008-01 – 2008-12)

Key Skills in Preparation for Working Life AQA (Level 1 and 2) – Lewisham College (2008-01 – 2008-12)

A levels in English, Maths, Business (2006-01 – 2007-12)

GCSEs in General Education – Academy at Peckham (2005-01 – 2005-12)